When talking makeovers, too many stylists do it through the looking glass. Getting face-to-face yields far better results because standing in front of the client lets you make direct eye contact, as well as a head-to-toe assessment, says Eric Fisher, owner of two namesake salons in Wichita, Kansas, who teaches a course in best practices.
"Pull back all the client's hair, and gauge everything from the hairline and part to facial shape and brows, make-up and hair color, height and frame," advises Fisher. "There's no other way to do it right."
Once you've got a total picture, sell your image ideas by discussing likes and dislikes. Then give the client your scissors and ask her to show you where she'd start cutting her own hair. Where she goes first reveals her hair's Achilles heel.
Listen to your client but show service leadership, too, adds Fisher, noting that stylists shouldn't get pushed around.
"Use your expertise to support your reasoning. And always include a brow-shaping-it's a makeover in itself."
Stop talking to your clients from the aft position, says Eric Fisher.
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