No topic off limits as hairdressers become ‘pseudo therapists’, according to University of Melbourne research

Britt Zinn has heard it all in her 20 years as a hairdresser.

From dating stories to relationship breakdowns, family drama and health issues, nothing is off the table when some of her loyal, long-time clients are in the chair.

“They trust I’m not going to tell anyone, you end up becoming a safe space for people,” Ms Zinn said.

“Doing someone’s hair for five or six years or more, you end up creating strong relationships. I don’t have any bias. I hear about break-ups, affairs, family issues, just all of life.

“I’ve had some clients go through bad break-ups, go on to find their person and I’m there to do their hair on their wedding day.”

Ms Zinn, who freelances in Scarborough, said getting to know her clients on a deeper level was one of the joys of the job.

“When I have my regular clients, it really doesn’t feel like work. But some people might not feel like talking and that’s OK, too.”

For Jess Morgan, one of Ms Vinn’s clients, the connection with a hairdresser can “make or break your experience.”

“Britt made me feel instantly welcomed . . . from the moment I walk in the conversation is flowing,” she said. New research suggests salon workers are often expected to step into the role of pseudo therapists to clients who are looking to discuss personal issues without fear of judgement.

Researchers conducted hundreds of interviews and surveys with hairdressers, beauticians and salon clients across Australia between 2017 and 2025 for the report.

“People are coming into the industry very young and a lot of the time, just out of school and they are not prepared for the things that clients are telling them,” University of Melbourne’s Hannah McCann said. “They are hearing about illness, grief, death, mental health, domestic abuse, IVF. The space of a salon is one in which trust is developed. “There’s a joke in the industry that everyone should go to the salon because they are cheaper than therapists. But of course, we recognise they are not real therapists.”

While Ms Zinn said she had learnt to leave work, and the stories from clients, behind when leaving the salon each day, Dr McCann found workers often don’t have time to psychologically process confronting interactions with clients due to the fast-paced nature of the job.

“Many of the salon workers interviewed reported feeling ill-prepared to handle some of their client’s personal disclosures due to a lack of training,” Dr McCann said.

To avoid burnout, the researchers are lobbying for salon-specific wellbeing training to be included in hair and beauty qualification programs.

That call is backed by Australian Hairdressing Council, a national industry body, which provides ongoing support for hair and barbering service providers. “Burnout can absolutely happen in this industry,” the council’s chief executive Fiona Beamish said. “It’s really important to understand, know the signs and create those really clear boundaries.”

The peak body regularly runs mental health workshops for its members, with Ms Beamish saying it’s common for clients to open up emotionally to their hairdressers.

“It’s really important to learn the coping mechanisms of allowing to listen and show support and refer. The referral is a key part of what we do,” she added.