The ‘Yes, But’ Technique: How to Redirect Unrealistic Requests Without Losing Trust
Every stylist has been there: a client walks in with a picture of platinum blonde hair but a head full of box-dye black, or they ask for waist-length extensions when their hair barely grazes their shoulders. Saying no outright risks disappointing them, but saying yes puts your professional integrity—and their hair—at risk. The solution? The “Yes, But” technique.
This communication strategy allows you to validate the client’s vision while steering them toward what’s possible. It maintains trust, avoids confrontation, and positions you as the expert without making the client feel dismissed.
How the Technique Works
Acknowledge the Request
Clients want to feel heard. Start by affirming their vision.
“Yes, I see what you love about that icy blonde photo…”
Introduce the Limitation
Then, explain why it may not be possible—without blame or negativity.
“…but because your hair has multiple layers of dark dye, achieving this in one visit could cause breakage.”
Offer a Professional Alternative
Finally, redirect toward what is possible today while creating a roadmap for their long-term goal.
“What we can do is start lightening gradually, protect the integrity of your hair, and get you to a cooler, brighter shade over a few sessions.”
Why It Works
Affirmation before limitation softens the impact of “no.”
Transparency shows you’re protecting their hair health, not just resisting their idea.
Offering a solution keeps the conversation productive and goal-oriented.
Examples in Action
Client Request: “I want to cut bangs like this TikTok trend.”
Response: “Yes, those bangs look amazing on her face shape, but your cowlick may make them hard to style daily. We can modify them so you get the look with less frustration.”
Client Request: “Can you make me platinum blonde in one session?”
Response: “Yes, we can start the journey toward that tone, but it’ll take a few visits to keep your hair strong. Today we can get you significantly lighter and plan the next step.”
When to Use It
Corrective color consultations
Requests for unrealistic timelines or budgets
Trend-based inspiration photos that don’t fit the client’s texture, density, or face shape
The “Yes, But” technique keeps client dreams alive while grounding them in reality. By affirming, explaining, and redirecting, you avoid conflict, protect hair health, and maintain your authority as the professional. Clients leave feeling respected—even if they didn’t get everything they asked for. And that respect turns into long-term loyalty.
