How To Talk About Cheating
Itâs tough to give a guest your time, energy and expertise, just to find out later that sheâs used box color at homeâor even visited another stylist. But client âcheating,â which has happened to every beauty professional, is not always a bad thing. In fact, it can be a learning experience, says Santy. âItâs a way for you to find out that youâre not pushing the right buttons with the client.â
Most salons today encourage their guests to try out different stylists or spa techs, since their entire staff is considered to be working as a team. Client-sharing has always been an ingrained part of the culture at Caruh Salon Spa, and Dodge credits it with long-term client retention. âClients leave a salon when they donât feel comfortable trying different providers,â she says. âWe donât mind them switching providers as long as it is under one roof.â
What if you end up losing a client for good? Itâs nothing to be ashamed about, insists Santy. âYou canât make everyone you come in contact with happy. Itâs not possible.â And sometimes itâs not even about you. According to a statistic he cites, two out of 10 clients leave stylists for their own reasons and through no fault of your own.
If a client continues to come to you for a professional serviceâbut DIYs it at home for anotherâyouâll want to address it gently. To discourage something like box color, for example, Santy suggests performing a free color service. While the client is in the chair, offer it this way: âThe next time you need color, Iâll do it for free and rebook you for another appointment. If you like it, youâll come back and pay for the next one.â If you have the right abilities, he says, theyâll likely get hooked on the professional results they get with you.
The best strategy to prevent clients from âcheatingâ in the first place? Staying current on your continuing education. âI always try to keep my skills up to date so that when a client is in my chair, I know theyâre getting the best of me,â concurs Rabig of Salon 37 & Day Spa.
Not only is stylist education critical, but client education is becoming ever more important as well. âWe all need to become better at offering a higher level of home styling maintenance education,â says Dodge. âWe need to tell clients how to do their hair at homeâstarting at consultation and talking about it behind the chairâso they can love their hair all the time.â A client who loves their hair will be a client for life.
Also in the same series:
...Updating Their Style
...Other Services You Offer