Don't Lose your long-time salon clients

James Jordan | July 10, 2011 | 10:11 AM

A lot of times stylists will have a client for a few haircuts, and then all of a sudden the client disappears and the stylist won’t have any idea why. I had a client like that, except I did her hair for years. To this day I remember her color formula! When she first came in, I asked her what she wanted. She told me she wanted to keep her hair the same as it was. I wrote “same” on her client card and continued to give her what I thought she wanted without asking again. Then she stopped coming.

One day this client came back. Her hair was completely different! It had been long, dark brown hair and was now short and blonde. I asked her, “What happened?” She replied, “You never asked me what I wanted.” I was lucky she came back. A lot of times clients don’t.

James Jordan, Wella’s national director of studios and training centers


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