The Consultation- What it Means To You and Your Client

Today I want to talk about something that I truly consider the most important part of your salon service- the client consultation. Too many times I have seen this fall to the way side- stylists don’t want to take 15 minutes to “hear” what the client is trying to express in their wants and needs which unfortunately results in an unhappy and dissatisfied customer and one extremely frustrated artist. To avoid this, we need to take the time to dialogue- and learn to decipher “client speak”. This is not just reserved for newbies in your chair- this should be done with every single client. You will be amazed at what you discover. So how do we this?

Would you suggest high maintenance hair color for this client?

1. I am a big fan of visuals- but I never show clients my swatch book. It causes confusion and they become overwhelmed. Have them bring a photo of what they want. A beautiful brown like Mina Kulis’s? Honey blonde like Jen Aniston? You have no way of knowing until you have the visual- they may be thinking Jen Aniston a la “Rachel” – whereas you may be thinking the Jen of today. Two very different looks, my friends.

2. What may be “golden blonde” to your client may in actuality be something completely different. I use this example because it happened to me in the early stages of my career. A client who I’ll call “Gloria” kept insisting she wanted to be warm, sunny, golden blonde. Well, I made Gloria every shade of blonde imaginable and she was never happy. Finally after months of frustration, I told her that maybe I just wasn’t the colorist for her! I will never forget how she turned to me and said “What’s so hard about making me golden blonde? I want to be blonde just like that girl!” “That girl” was my colleague (who I also happened to color) and a platinum double process! I learned a valuable lesson that day. Clients are never going to tell you, “Well, I’d like to be a neutral level 8 with cooler level 10 highlights just in the face frame (wouldn’t that be wonderful?). Ultimately, it’s our responsibility to figure out what they are trying to say – and there’s no easier way to do that than with a photo.

3. Be realistic and honest in your assessment. I understand that we want to give our clients exactly what they want. However, if she’s very low maintenance and asks for a full head of highlights or a drastic color change, and she’s not willing to come in as needed for retouches, it’s probably not such a great idea. Suggest something that won’t require that much upkeep- like a baliage or Gloss that won’t leave a very obvious line of demarcation. Remember , Gloss is a great alternative for grey coverage and beautiful vibrant color! Finally, be sure to review the time and cost of the process, as well as the products required for at – home maintenance.

4. Practice the art of “reflective listening”. When you repeat your clients words back to them- it may sound different coming from you. Many times they realize what they said is different from what they meant and this helps to eliminate any confusion. This way, you are both on the same page.

Choose a service that realistically meets the clients needs, wants and expectations

5. Most importantly, do the right thing. There are always going to be clients that will insist that you perform a service that you know, as a professional, is not right for them. Whether the condition of their hair is compromised and can’t handle the process or it’s just not an appropriate look for them, use good judgment. Offer a modified version that is more suitable. If that’s not enough for them, let them go elsewhere. I know that this is how we make our living- but never, ever forget- you client is your calling card- and if we allow the temptation of instant monetary gratification to make our decisions for us, in the long run our reputation will suffer.

So that’s it my friends! Much like cosmetic surgeons, interior designers or anyone else that provides a service, we the beauty professionals, MUST take the time to understand and “decipher” our clients wants and needs. Remember, the person in your chair is entrusting you with an integral part of their beauty- their crowning glory. It is our responsibility to provide them with the best experience we possibly can- and make no mistake- a client understands and appreciates the importance of a consultation. They want a stylist who LISTENS- I can’t tell you how many times I’ve heard that from people- and in the end- that will always set you and your business head and shoulders above the rest…

Happy coloring!