A New Jersey hair stylist wasn’t about to stay silent when she was burned one too many times by a client. After an astounding 27 cancellations at her salon, she decided to record herself calling the client to confront them. She didn’t expect the conversation to go how it did.
Sarayah (@sarayahhernandez) confronts clients who cancel on her one too many times. She says she posted previous videos of her conversations with clients but a recent client left her feeling angry and frustrated. According to her, this particular client cancelled hair appointments a total of 27 times! She says this cost her “almost $4,000 in lost income, one client.” Now, she’s telling her audience that “giving grace” is not always possible when it means her business losing money.
Sarayah calls the client and records the confrontation. She tells the client that she tries to be understanding, but there were too many times where she cancelled “last minute.” The client immediately tries to give her excuses. She claims that she was sick and didn’t have a car a few times. Sarayah tells the client she has 27 total cancellations from her since 2024. She tells the client, “We do appreciate your loyalty, but 27 cancellations is a lot of cancellations. And we’ve never charged you once, ever.”
At this point, Sarayah tells the client that she can’t keep doing this but the client is clearly angry. Sarayah points out that the client is screaming at her in the background over the phone. She tells her, “I don’t appreciate this. We don’t feel comfortable serving you if you’re gonna scream and talk to me this way. It’s not acceptable.” She goes on to tell her that she doesn’t appreciate being yelled at just because she’s trying to “enforce the cancellation policy.”
The client eventually tells Sarayah that she will actually be making it to her appointment that was previously cancelled that day. But Sarayah stands her ground, telling the client that the way she spoke to them is unacceptable. She states, “It’s very unfair for us for you to come in and attack us on the phone when we’ve been so gracious with you.” Sarayah is annoyed by the conversation but agrees with the client that she can come to her appointment that day if she wants to. But she adds, “This has to be the last time we book her appointment.”
Commenters immediately rushed to Sarayah’s comments to share their opinions and reactions to her video. As one commenter pointed out, “I don’t think I’ve gotten my hair cut 27 times since 2024.” Another commenter added, “I’m shocked y’all let her do this for so long! I fire clients after two consecutive last-minute cancellations.” One commenter suggested, “This is why you have to charge the cancellation fee right from the start. It weeds out disrespectful clients.” Commenters continue to share their reactions on her post regarding client disrespect and honoring your business policies.
