Thriving Stylist Podcast – Episode #405
Policies: The Salon Business Destroyer
Host: Britt Seva
Date: September 29, 2025

Overview

In this episode, Britt Seva explores how overly strict salon policies—such as rigid cancellation fees, deposits, and booking requirements—have become a double-edged sword in the beauty industry. Britt analyzes the origins of these policies, their impact on client relationships and business health, and argues that an industry-wide “softening” of policies is a crucial trend for 2026. She draws on viral client feedback, stylist DMs, and real-world examples to illustrate why policies, rather than helping, can now hinder growth, alienate clients, and ultimately become “business destroyers.”

Key Discussion Points & Insights

1. The Shift in Salon Policies Post-Pandemic

• Timeline: [03:00–06:00]
• Background: Britt notes that "long term systems for short term problems" were put in place from 2021–2023 as a reaction to the COVID-19 pandemic and industry upheaval.
  • Artificial inflation led stylists to believe business was booming, but much of that business wasn’t sustainable.
  • Many restrictive policies (strict cancellations, deposits, booking requirements) emerged during this period.
• Quote:

  “A lot of stylists and salons created long term systems for short term problems and they are still reeling from it now.”
  — Britt Seva [05:15]

2. How Policies Created a Divide Between Stylists and Clients

• Timeline: [06:30–09:30]
• Strict rules (like non-refundable deposits, auto-charges for cancellations, and lengthy booking processes) initially helped manage demand but made the salon experience “messy and complicated” for clients.
• Clients have started pushing back, voicing complaints both on social media and in everyday conversation.
  • Britt observes that, for many people, getting a salon appointment now feels exhausting and not worth the hassle.
• Quote:

  “Clients are feeling exhausted by how the industry has changed... is it worth it? Is really a question that's come up a lot.”
  — Britt Seva [08:49]

3. The Fallacy of “Boundaries” as Blanket Justification

• Timeline: [10:30–15:00]
• There’s a misconception that setting boundaries (in the form of inflexible policies) makes any business decision valid and consequence-free.
• While everyone has the right to set boundaries, every choice has a consequence: “You can do that. The piece we're not realizing is on the flip side of every boundary is a result.”
• Overly rigid policies may lead to empty chairs.
• Quote:

  “Business was never designed to be fair. Fair is an F word.”
  — Britt Seva [15:18]

4. Recent Feedback: Stylists and Clients Are Feeling the Strain

• Timeline: [16:30–27:00]
• Britt shares DM from James, a veteran stylist experiencing a downturn after being busy in the artificial boom years. He asks if policies should be softened.
• Britt confirms, based on bootcamp results, that easing policies has not resulted in rampant no-shows or cancellations—instead, it reignites demand.
• Quote:

  “I pulled back my policies. I'm not like, drowning in cancellations now or drowning in no shows or having all these problems. I’m just busier.”
  — Britt Seva [21:20, reporting bootcamp feedback]

5. Viral Client Perspective: Are Clients “Auditioning” for Stylists?

• Timeline: [28:00–38:00]
• Britt analyzes a viral post from Landon Starbuck about the difficulty of booking a simple haircut as a woman with gray hair.
  • The process required submitting photos and “auditioning” for approval, making her feel excluded.
  • Britt notes that when clients report feeling like they’re “auditioning,” it means the barrier to entry is too high.
• Stylists often defend exclusivity, but that results in a small (and fragile) clientele.
• Quote:

  “At the point where clients are feeling like they're auditioning to be a part of our business, I think we've lost the plot.”
  — Britt Seva [34:10]

• Britt suggests stylists consider how exclusionary their processes feel from the client’s perspective.

6. Industry Trends: Softening Policies in 2026

• Timeline: [38:00–43:00]
• Following her recent predictions episode, Britt reiterates: The trend is shifting toward softer, more client-friendly policies.
  • Stylists who cling to strict policies may struggle as clients seek easier, more welcoming experiences.
  • If demand wanes, reconsider your approach.
• Quote:

  “You can choose to do that. But if your demand starts to wane, I invite you to think about maybe it’s time for a shift.”
  — Britt Seva [40:55]

7. Clients’ Real Comments: What They’re Saying Online

• Timeline: [43:00–54:00]
• Britt reads comments from the viral post:
  • Stylists say strictness is a sign of success, but Britt cautions: If you’re not booked out, policies may be holding you back.
  • Clients lament complicated booking and high deposits; some say they’d rather not come back at all.
  • The message: Clients’ time and needs matter too.
• Standout client comments:
  • “Our time as clients is as precious as it is for the stylist. Don’t give us the run around by calling.” — M [53:54]
  • “I haven't had my haircut in over a year and a half. All of this just cemented my decision to possibly never go back ever again. Lol.” — Rooted Wings [52:05]
  • “Is the name of the salon Narcissistic behavior?” — Tracy [52:20]
• Britt stresses that policies have to be fair and reciprocal—or risk alienating business.

8. The Professionalism Factor: Are We Overcomplicating the Core Service?

• Timeline: [54:00–57:30]
• Britt draws a comparison: Salons should be prepared for a range of services, not make every service a custom, pre-screened event.
• Over-reliance on policies and “just-in-time” supply ordering can erode professionalism, especially if charging premium prices.

9. Legal and Practical Pitfalls of Over-Policy

• Timeline: [58:00–59:30]
• Auto-charging credit cards may violate processing agreements; understand the risks.
• Inflexible policies that penalize clients for cancellations but don’t reciprocate if the stylist cancels are fundamentally unfair and risky for reputation.

Notable Quotes & Memorable Moments

• “Exclusive equals small clientele. So long as you're on board with that, then you can totally do that. You just have to understand what you're asking for.”
  — Britt Seva [33:12]
• “When we say things like that, it lands as elitist.”
  — Britt Seva on requiring approval before booking [33:00]
• “If you want a winning specialty… be a root touch up specialist. Because… that's the money shot.”
  — Britt Seva [36:46]
• “Doing a model like this… is fine for a very small segment of the industry and the fact that it was shared as broad advice at scale I think became confusing.”
  — Britt Seva [39:35]
• “If you call out sick, do you give your clients 50% off their next appointment? Probably not, because you probably can't afford it.”
  — Britt Seva [56:54]

Timestamps for Key Segments

• 03:00 Origin of strict policies and their impact post-2020
• 08:49 Clients’ growing frustration with modern salon booking
• 15:18 On “Fair is an F word” – why fairness isn’t the point in business
• 21:20 Evidence from Britt’s bootcamp: Softening policies increases demand
• 34:10 When clients feel they’re auditioning to be accepted
• 40:55 Prediction: Softening policies is the 2026 trend
• 52:05–53:54 Real client comments from a viral post
• 56:54 The problematic double standard in cancellation policies

Tone & Style

Britt is candid, practical, and passionate. She advocates for balance, professionalism, and empathy for both clients and stylists. She’s firm in her predictions but encourages listeners to evaluate honestly what’s working for their own business.

Conclusion

Britt challenges salon owners and stylists to re-evaluate the role of policies in their businesses. The days of overcomplicated, exclusionary booking practices are waning. To thrive in the evolving industry landscape, it’s imperative to find a balance between protecting your business and offering an open, client-friendly experience. Policy for the clients you want to keep— not just to protect yourself from the clients you fear.

For more tools, Britt encourages listeners to review her must-know checklist for 2026 at thrivingstylist.com/mustknow and continue the conversation on her platforms.