“The Customer Is Not Always Right - But We Still Treat Them Like Royalty”

By Samantha Jones - Ms Monaco Hair Society Winner of AHIA Busienss Customer Care Award 2023 and 2024

There’s a saying we’ve all heard: “The customer is always right.” At Ms Monaco Hair Society, we challenge that idea , with elegance, empathy, and a whole lot of skill. Because let’s be honest: in a luxury salon setting, the customer isn’t always technically right… but they always deserve to feel heard, respected, and beautifully cared for.

After winning the AHIA Customer Care Award two years in a row, I’ve been asked more than once how we manage difficult situations or clients who may come in with unrealistic expectations, incorrect information, or occasionally even unreasonable attitudes. The secret? We don’t treat “being right” as the goal. We treat service as the goal.

Exceptional customer care isn’t about who’s right, it’s about doing what’s right. That means educating gently, managing expectations with grace, and holding firm professional boundaries without making the client feel “wrong.” It’s a delicate dance between authenticity and diplomacy, but when you get it right, magic happens.

Let me share an example. A guest once came in with a reference photo of a cool, creamy blonde. Her natural level was a warm level 5 with decades of box dye layered in. Now, I could’ve nodded, smiled, and let her believe we’d deliver that blonde in one sitting ,and lost all trust the moment she saw orange. Instead, I sat with her, explained the science, the process, the steps we’d take, and the commitment required. I told her we were in it together, and if she trusted us, we’d get her as close as possible safely and beautifully — just not in one day.

She left that appointment not icy blonde, but deeply educated and deeply cared for. And yes — she came back.

At Ms Monaco, we’ve built a culture where care is consistent, not just when it’s easy. We listen actively, we follow up, and we never let a guest feel dismissed. But we also empower our team to speak honestly, stand by their expertise, and make decisions that protect the integrity of the hair and the health of our relationships.

The customer may not always be right , but they’re always worth your best effort, your kindest tone, and your clearest communication. We treat our guests like high society because when they’re in our chair, they are. But we also protect our stylists’ wellbeing, our brand’s reputation, and the long-term trust that sets luxury service apart.

So next time you’re tempted to say “yes” just to keep the peace... pause. The real art of customer care is knowing when to lovingly say “not today, but here’s what we can do together.”

That’s the Ms Monaco difference. That’s luxury with backbone.

Samantha Jones @msmonacohairsociety