Most clients will tell you directly their hair
concerns-whether she is bored with
her cut, tired of fighting the frizz or facing
thinning strands, says Joe Santy, a
hair professional for 35 years and vice
president of education for Dennis Bernard Inc. The best approach
for all your clients is to jump-start the conversation
during the consultation.
"I begin by asking three basic questions," explains Santy.
"One: âWhat do you like most about your hair?' If you start
off telling the client how you would update their style or
what you would change, it breaks the rapport. But when you
know what they like, it gives you a better idea of how to approach
their hair.
"Two: âWhat do you not like about your hair?' Whether
it's texture or color, you can then find your selling point,
and off er the client a texture or color service. But make
sure you know what they like first, so you lower the risk of
off ending the client with your suggestion.
"Three: âWhat do you expect this cut or color service to
do for you?' Many clients have unrealistic expectations.
They bring in a photo of a hair style, then get upset when
they don't end up looking like the model in the photo.
Always find out the client's expectations."
For even more effective communication, Santy recommends
that stylists read as much as possible to build
their vocabularies and cultivate a professional image. One
option is Santy's own book, Passionate Salon Professionals,
written in conjunction with a psychologist, about the
unique dynamic between stylist and client.
If a client is reluctant to open up about a sensitive issue, you
can probe a little further. "I would ask, âDo you feel your hair is
as thick as it was a few years ago?' Or, âHow do you feel about
hair color?'" says Santy. "Talk in terms of feelings to see where
they stand with it." Never discount how a client feels about her
hair, whether good or bad, since it will erode any trust.
Consider any hair issues a revenue opportunity for you.
Thinning hair is one of the top categories in hair care today-
think thickening products and treatments, extension services
or layered cuts to add volume. Even clients who decline commitment-
heavy services, like foils, may be open to more low-maintenance
options. "I have a client who doesn't like color
and she looks 20 years older than she needs to, but she's okay
with it," reports Santy.
"It's individual to each person. But even
she will get a glaze to add a nice shine to her hair."
Whatever solution you find, it's important your client understands
the commitment she'll be making to maintain her
new hair. "Mention the appointment interval that you recommend
before you begin anything," says Jessica Dodge, education director and lead stylist and colorist at Caruh Salon Spa in
Seattle, Washington. If your client isn't aware of how to keep
up with her new look, all your hard work will essentially be
undone when she walks out the door.
Maybe all she really needs is just a little refresher to her
look-but refuses to part with the '80s bangs or the '90s
"Rachel" cut. Again, tactical communication is key. "I'll stand
in front of her so I can see her face when I speak," says Janet
Rabig, a stylist at Salon 37 & Day Spa in Algonquin, Illinois.
"I'll look at her face shape, her whole style, and say, âHave
you ever thought aboutâ¦' and suggest maybe a side-swept
bang instead of a straight bang as an update." Even if the
client rejects the idea, Rabig doesn't let herself get discouraged.
"At least she knows I'm considering her style and
working to keep her look fresh."
Showing off a "hair idea" file is a subtle way to encourage
clients to consider a change. "I'll show them pictures I
pull from magazines, something that is an update on what
they already have," adds Rabig. "If they still say no, that's
okay because I might have planted a seed. And it has happened
that a few appointments later a client will ask, âDo
you still have that picture you showed me? Can you still do
something like that?'"
The bottom line when confronting sensitive topics? "Hair
issues are only a problem when a stylist makes it a problem,"
advises Santy. "You should approach every client with the
same enthusiasm." After all, he notes, the only thing that
separates a good cut from a bad one is if the client likes it.
Also in the same series:
...Updating Their Style
...Referrals
...Breaking Up
...Other Services You Offer
...Cheating
...Prebooking
...Mistakes
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