Emotional toll of hairdressers ‘counselling’ clients explored

Hairdressers’ experiences of social and emotional interactions with clients - and the impact on their wellbeing – is the focus of joint research from University of the West of Scotland (UWS) and the University of Glasgow.

UWS’s Dr Gillian Hendry, and Anna Gilius, from the University of Glasgow, conducted interviews with Scottish hairdressers to explore various aspects of their work and interactions with clients, which allowed them to identify a process undertaken by hairdressers to protect wellbeing; and what happens when this does not occur.
This included vetting clients to ensure they were suitable, following the client’s lead in how they wanted to interact and listening to the client’s problems. These aspects of the role were found to often lead to ‘social fatigue’, meaning the interviewees did not want to socialise or engage with others after a long day of interacting with people in the salon.

Dr Hendry said: “We know that hairdressers often adopt a ‘faux counsellor’ role whilst tending to clients and listening to their woes, but very little research has been done into how this affects them.

“Our findings suggest that the toll of this emotional labour is much greater than people might think and often leads to social fatigue where, as one participant said, they just want to come home and sit in silence and do absolutely nothing.

“Other participants discussed how some of the problems clients disclose could be quite triggering for them to listen to, depending on their own experiences.

“However, most also displayed a sense of authentic care and willingness to support clients through difficulties in their lives. 
“We hope this research provides an evidence base to aid the development of initiatives to support the psychological impact of working in this industry.”

The research team is recommending further research be carried out into the impact these interactions have on the wellbeing of hairdressers and other similar providers. Currently, no formal support or essential training is provided to support hairdressers to navigate client relationships. 

Anna Gilius, from the University of Glasgow, said: “Working in a hair salon at a young age, I quickly learned that, in addition to their role in styling, cutting and colouring hair, hairdressers very often offered a form of social support to their clients. However, hairdressers’ relationships with their clients and the effects of these relationships upon their psychological wellbeing has been sparsely researched. 

“Our findings highlight how emotional labour occurs within the hairdressing profession.

“Hairdressers used ‘vetting’ practices to assess whether to take on a new client. Perhaps this practice was important for hairdressers because of the asymmetric social dynamic present within their client relationships, whereby their client’s emotions take priority during interactions.

“Despite the integral interpersonal aspect of their role, there is currently no essential training designed for hairdresser to support them in navigating client relationships, implementing boundaries and safeguarding. We hope that our findings may contribute to the evidence base advocating for more support for professionals in the industry.”