To many, hair appointments provide a welcome time to banter, bask in the power of touch, and connect with much-needed self care.
But for neurodivergent people, time spent in salons and barbershops can be uncomfortable at best and traumatic at worst.
Kate Owens Heins, CEO of the advocacy and educational organization The Sensory Safe Solution, held a class at the International Beauty Show in Las Vegas this year to offer practical strategies to beauty professionals in creating comfortable, positive experiences for neurodivergent clients.
Here are her top seven tips for success — along with three things hair professionals should never do.
1. DO: Understand Sensory Disorders
Stylists, barbers, and business owners have to start by grasping how sensory processing disorder (SPD) affects hair appointments.
People with SPD “can hear so many things we do not,” says Owens Heins. “They can hear the building making noises from wind, or hear the buzz from lights in the building.
"We have a filter on our brain; that's the difference between us and individuals with SPD. They lack that filter."
This means typical salon sounds — hair dryers, clippers, loud music, conversations — can overwhelm sensory-sensitive guests. Even worse, sensations like clipper vibrations or blow-dryer airflows aren't just unpleasant; they can be painful.
2. DO: Create Detailed Client Profiles
Pre-appointment preparation is critical for a neurodivergent client, Owens Heins says.
How? By giving them comprehensive questionnaires to complete before the first visit. Key information includes:
- Specific sensory triggers (sounds, textures, lighting);
- Previous salon or barber experiences;
- Preferred communication methods;
- Comfort items that help the client feel secure;
- Time of day when the client functions best;
- Any medications that might affect behavior or attention.
3. DO: Set Realistic Expectations
Get everyone on board with the idea of proceeding slowly and in stages. Emphasize that success over time can take several visits before an actual service is complete.
Progress can look like this:
- Sitting in the chair without distress;
- Allowing any tool contact, even briefly;
- Returning for future appointments willingly; and
- Gradual increase in tolerating the service.
4. DO: Build Familiarity Through Gradual Exposure
Owens Heins advocates for a step-by-step approach to familiarize the client with everything the hair service will entail.
- Visit 1: Environmental Introduction. Let the client explore the space, see tools, and meet the stylist without pressure to sit through a service.
- Visit 2: Chair Familiarity. Focus on helping the client get used to sitting in the chair, perhaps with a comfort item or support person nearby.
- Visit 3: Tool Introduction. Let the client see, touch, or hear tools while they're turned off, gradually introducing the tool in action.
- Subsequent Visits: Progressive Service. Begin with minimal cutting, increasing complexity as trust builds.
"The first time, he looked at me and ran out," Owens Heins recalls of one young client. "A week later, he came inside. The next time, he stood by my chair. The following visit, he sat in my chair and I was able to do a full haircut."
5. DO: Create a Sensory-Friendly Environment
- Lighting: Dim or extinguish harsh fluorescent lights; use natural lighting or softer alternatives. Let clients wear sunglasses if they want.
- Sound: Schedule visits during quieter business hours. Lower or eliminate background music. Warn clients before using loud tools. Consider noise-canceling headphones for the client.
- Workspace: The styling area should be uncluttered and predictable. Have tools and products at the ready to keep the service moving. Avoid putting the client near high-traffic areas if possible.
6. DO: Modify Tools & Techniques
- Clipper Alternatives. Start with clippers on the lowest setting and take frequent breaks during use. Let clients touch and hold a vibrating tool before use, to desensitize them. Consider using scissors for short cuts instead.
- Texture Considerations. Avoid sudden water temperature changes. Use gentle, predictable movements. Let clients feel the cape materials before draping them. Consider weighted lap pads, or an arm-support sling like Armbie, for comfort and soothing pressure.
- Communication Strategies. Give clear, simple instructions and cues. Use concrete language: instead of “Let’s get you washed up,” say, “I’m going to spray water on your hair now.” Also, remember some clients are non-verbal or may need processing time before responding, so don’t mistake their silence for discomfort or defiance.
- Visual Supports. Create picture schedules showing appointment steps. Use timers to show how long each step will take. Demonstrate techniques on a doll, mannequin, or another person.
7. DO: Build Independence Over Time
Owens Heins emphasizes the long-term goal for many clients is independence. "I had a client who came with his mom for years,” she recalls, “and now mom drops him off at the door.”
Such progression requires:
- The same service providers whenever possible;
- Gradually reducing involvement from a support person;
- Celebrating small victories to build confidence; and
- Teaching self-advocacy skills appropriate to the client's abilities.
And Now for the Don’ts …
Knowing what not to do is as important as knowing what to do, Owens Heins says. Here are the top three things to avoid with neurodivergent clients.
1. DON’T: Use Physical Restraint
This can create lasting trauma that erodes trust and carries through to future appointments.
2. DON’T: Rush the Process
Pressuring the client to make it through a hair service can create setbacks. Relax and know that success may take multiple visits.
3. DON’T: Pass Judgment
What looks like behavioral issues is often a reaction to sensory overload. Respond with patience and accommodation, not frustration.
"Imagine if someone put a mouth guard around your neck and some contraption on your chair, held you down, and gave you a color and cut," Owens Heins says. "Would you come back?”
Accommodation Can Drive Profitability
Besides enhancing your business reputation, accommodation can create significant opportunities.
Additional family members often patronize a sensory-safe salon where a loved one feels comfortable. It’s also a sought-after niche (for now!) benefit that's important to many, with some people willing to travel long distances for a hair appointment.
"It's time our industry becomes truly inclusive," Owens Heins says.
“With proper preparation, patience, and technique modifications, businesses can transform traumatic experiences into positive, confidence-building interactions.”