MishaI don’t know about you, but I’ve been here my entire life. From the tender age of whatever time my Nigerian mother saw it appropriate to start putting extensions in my hair, I have been at the hands of hair braiders. For many Black people like me, getting our hair done isn’t just about styling, it’s tradition, a day-to-day practical saviour, and a key to unlocking confidence and self-expression.
Personally, having my tender bed of hair styled is MANDATORY, yet this inevitable maintenance always comes with the same anxiety as if I haven’t been here a million times before. This is a problem that is long overdue for change.
The Customer Service Crisis
That said, we can understand that Black hair services will always be in demand, but the quality of supply remains very questionable. Let’s be so for real, SOMETIMES Black people and customer service don’t even belong in the same sentence. Yes, I said it. And for this $3.2 billion industry, it doesn’t even make sense.
Personally, I am traumatised from the majority of my experiences from childhood, and unfortunately, adulthood hasn’t given me a break. Getting my hair done has consistently been such a mediocre or negative experience that despite the obvious expenses, I so desperately want to be a self-maintained baddie. Seriously, once I learn how to do my hair and brows to perfection there may be no going back!
Despite these being great beauty skills to have under my belt, it is still a sad reason why I strive for this outcome.
It’s no secret that Black hair salons can sometimes have a customer service problem. While many stylists are talented, the emotional dynamics in salons often leave clients feeling undervalued or disrespected. Some of these businesses run on feelings, entitlement, and personal drama rather than concrete service standards. Customer service courses aren’t required, and it is clear why there is such a high level of global dissatisfaction.
I believe this is a very fixable issue. But is it really about customer service or our attitude towards one another? This is a loud topic of discussion across the waters…
Infra-Community Tensions and the “Blackout” Trend
Area 51, or better known as America, is the land that will never cease to surprise me. Or just rock me to my core. There really is something in that water.
This time around, I was taken aback by the intra-racial xenophobia within the Black community. I know it’s not new, but being Black British, the diaspora divide isn’t so prevalent.
An African-American TikTok user proposed a blackout of African-owned businesses to prove the weight of the “Black American dollar.” This shutdown was set to commence on August 1st, 2025. Am I surprised? No. Disappointed? Obviously.
To make matters worse, many people agreed. The user also appeared to be African-American, sharing frustrations with the service they’ve received. Then, I saw a video of an African hair salon receiving a call from a woman asking for an African-American hairstylist because she “doesn’t allow Africans to touch her scalp.” I was actually left speechless. It’s like my sister saying she doesn’t want to do my hair because we have different fathers.
If the racism faced in America wasn’t already bad enough now this? The self-hatred going down within the community is out of pocket.
Now, to be truthful, I can understand where these consumers are coming from. I know all too well what it means to spend your hard-earned money on a service, complementary of degrading comments about your hair texture, no shows, fluctuating prices, or realising you’ve been scammed a week later (yes, this is just a small snippet of my PTSD). We are going through it.
I too am tired of paying for a service only to be treated like I’ve begged a stranger for help at their inconvenience. But is boycotting the solution? It amplifies xenophobia within the Black community, creating a large divide rather than solving systemic issues.
Solutions: Where Do We Go From Here?
When I relive what I have been through at the hands of Instagram hairstylists or African aunties, my blood boils. It’s easy to say, on impulse, that I’ll never go to a Black hair salon again. Before I form an alliance with the enemy, we all know this is not the best way to overcome this issue.
I believe we need a new set of rules and regulations that prioritise the customer experience. Customer service training could become mandatory for business owners. Instead of outrage, cancel culture, or even charges being pressed, additional courses could be offered, after all prevention is better than cure. If that’s not enough one can always go for a top up, kind of like a soul-sucking speeding awareness course. Deterrents for unacceptable behaviours in business could reshape the industry. This could be a win for all! Improving client retention, rebuilding community trust, and turning Afro hair care into an experience to look forward to.
Community-led initiatives can also make a difference. Take Nadine’s Hair Braiding, for example. This impressive 24/7 walk-in African hair salon, with over 400 hairstylists seating 150 customers, has changed the game for Afro hair care. I hope the UK girlies are taking notes because I’d be there in a heartbeat!
After hearing about the blackout, Nadine Djuiko, the CEO and founder, took to social media and issued an apology. She acknowledged the complaints of consumers and apologised on behalf of other hairstylists in the industry, pushing forward for change. Following this, other creators decided to flip the narrative, suggesting August 1st become a day to support African-owned businesses instead. This approach transforms frustration into community empowerment a model worth replicating. Even better, on August 1st business continued as usual looking like a black out fail!
Togetherness within our community as a whole needs to be rebuilt. This issue might seem petty, but it is a deep-rooted manifestation of self-hatred and divide. The more the Black community unites, the more it stands a chance to seriously level up. There is way too much potential to be misplaced.
A Dream for the Future
I have a dream, almost like Martin Luther King, to live in a world where Black hair care is consistently a professional, respectful, and empowering experience. I’m sure this already exists, I but for one simply haven’t experienced it – yet! Our Afro hair is the most misunderstood, versatile and beautiful texture and it must be handled with love, skill, and care.
Everyone, especially people with Afro-textured hair, deserves to look forward to their salon experience.
The Black hair industry is already a powerhouse, but with improved standards, community support and accountability, the experience can finally match the value of this multi-billion-dollar market. With predictions to grow to a $5.5 billion industry, it’s time we take our crowns seriously and level up the game.
Have you ever left a salon feeling more broken than beautiful? What would it take for you to trust the chair again?
