Hairdressers are a rare breed and customer satisfaction is our goal. If that client is happy with their visit then we know they will continue to come back to our chair and share their experience with their friends and family,who could potentially be new clients as well. Here are just a couple of tips to make that relationship last.
This will take some practice and I suggest practicing on your friends and coworkers so you can feel confident and ready for your guest. The process should take about 5 to 10 minutes. As hairdressers we only have a certain amount of time with our clients and if you are not carving out time for this part of the appointment you need to.
Welcoming your client by name, positively with a handshake and a friendly smile. Your attitude is their first impression of you. Make it count because you only get one.
Understanding the clients vision
Have them sit in your chair first before taking them to the shampoo bowl. This is very important because this lets you get to know each other before you start going at them with your hands in their hair. Make sure you are facing them, giving them eye contact and your full attention. This will build a better connection with the client and make them feel safer. Trust me.
Start by asking them what brought them what brought them in today? Is there a particular look or style that they are aiming for? Any concerns they may have? Any negative experiences they have had in the past with other salons or hairstylist? Then wait and listen. Listening is the most important part.
Get to know the clients hair
Ask if they mind you touching their hair. Some people are sensitive to touch so it’s important to ask first. While you are listening to them you can also analyze the clients hair condition by feeling the texture. Is it straight, wavy, curly,? Healthy or damaged? Colored or Natural?
Pictures can be worth a thousand words in understanding what their expectation is, although use them cautiously. Some could be photo shopped. This is where your expertise comes in. Use the picture as a guiding point. Whether it’s the color in the picture they want or the length of hair you can brainstorm together with your client to get them the best results. Pictures can also be way to protect you if or when a client complains that you didn’t give them what they asked for.
Understanding the clients lifestyle
How much time do they spend on their hair every morning? What tools do they use? This is important if they are picking styles that are unrealistic to the hair type or time they have to do their hair.
Your expert recommendations
Set the expectations. Now that you have listened to your client, It’s time to shine. Tell them the process you are going to take. Let them know how many appointments it may take to achieve the look they want. Be clear on your prices. Don’t be afraid to charge what you are worth. This is what you went to cosmetology school for.
Follow up and home care
Always recap your process with your client. Recommend products that they need to ensure the longevity of what they invested in. Document your procedure and formula. You would hate to have the client come back and not remember what you did. That has happened to me a couple of times and believe me it’s very embarrassing. Last but not least have your client re-book their appointment before they leave. It lets the client know when they need to come back in to keep up their desired look. This will create your stable income and fill in any gaps in your schedule.
Now that you have had a proper consultation with your client, you have set yourself up for success and have a eliminated some of the common issues that most clients complain about. If your client is happy with how you treated and listened to them, they will come back.
