As hairstylists, we all develop skills through our experience. I’m excited to share some of mine that I’ve honed over my 24 years in the salon industry. Recently, I put together a step-by-step template on “How to Create a Memorable Consultation” and decided to share it here on my blog. In this template, I broke down the consultation process into six steps. If you haven’t already seen it, feel free to check it out. These tips can be a great intro for new stylists or if you’re looking for some new pointers to improve your customer service skills—they’re easy to follow.
ARRIVE EARLY
When starting a service, it’s crucial to include a consultation even when you have a busy schedule. It can feel like juggling too much, but the first step to making a memorable experience starts with punctuality. It’s normal to run behind once in a while, but doing your best to be ready for your client can greatly impact your consultation and the entire day. Arriving early gives you time to settle in, put your personal belongings away, and perhaps finish your morning snack. I used to struggle with arriving early or on time because of long commutes or mismanaging my tasks before work. Just one minute could make me late and more stressed, especially if my client was already sitting in the waiting area. It’s the worst feeling to have right before starting a service. Without time to adjust, my energy and focus, which should be reserved for my client, were limited. If you’re late to your first client, there’s a good chance you’ll run behind for your next appointment or feel flustered from not having enough time between clients. If you’re going through something personal, it’s even more important to be early for your client. Being present isn’t optional during a service, and to deliver quality, it’s important to arrive ready.
EYE CONTACT
This step might sound simple, but it’s so worth mentioning. Making eye contact when your client arrives is as important as the service you provide. Facing your client and waiting for them to make eye contact instantly lets them know you’ll be ready for them either immediately or soon. Even if you’re running late or finishing with a client, connecting through eye contact is almost like an invisible handshake. If you arrived early, imagine how much more open and ready you are to deliver a wonderful experience. What better way to start an appointment than by setting the stage for what’s to come? It’s a positive boost that immediately excites them for their appointment, almost like bumping into a friend at the grocery store.
CLIENT COMFORT
This ties into the third step where comfort is established from the get-go. If you’re ready for your next client and made eye contact, they already feel at ease knowing their appointment is about to begin. If it’s a new client, you might not know what they look like, but you can get an idea based on how they walk in. Or perhaps the front desk can let you know of their arrival. Depending on the amenities available at your salon, offer them if you think there’s enough time for your client to enjoy this perk. Otherwise, spend the time getting into the consultation before offering any drinks or snacks. While it’s important to provide an experience, it’s also important to prioritize the purpose of their visit.
CLIENT SPEAK
Once you and your guest have settled at your station, it’s time to begin the consultation. I believe it’s always best to ask the client first what they have in mind. This is another way to comfort them because they know their opinion will be heard and valued. They’ve had time to think about their hair and want to talk about it. Plus, hair is a big deal these days, especially with Instagram boosting hair posts. So give your guests a chance to share their ideas and pictures, and wait until they’re done before making recommendations. It’s tempting to conclude the consultation with what you’ve already brainstormed or just want to get the ball rolling—I get it. But keep in mind that a request your client might have could be an added service you may or may not have time for. It could also be a minor adjustment that might save you time. During the initial consultation, it helps if you face them as they speak. Some people are sensitive about touch and/or feel self-conscious if you put your hands on them immediately after sitting in your chair. Allow a natural connection to lead into touch after they’ve shared their ideas and feel heard.
YOUR TURN
Once your client has expressed their ideas, it’s your turn to examine their hair and make recommendations. Before making any recommendations, mention that you’re going to look at their hair and then examine their scalp, color level, and porosity. Maybe ask about their lifestyle or anything else they didn’t mention that can help determine the best service for them. Sometimes you need to ask the same question in different ways to find the truth about their color history. This is good practice for intense color changes and could mean a longer consultation. When you’re ready to explain your ideas, provide some details about the technique, the process of each step, and the cost. If you can provide more than one option, share them so they feel they can decide what’s best and have a sense of control. This also gives them comfort as they have a better idea of what to expect.
RUNWAY CLIENT
Now for the awkward part: taking pictures. If the service is going to happen right after the consultation, definitely take some before pictures or videos for your own marketing. I’m not going into details on how to take good pictures and how to market yourself because that’s a whole separate lesson. To put it bluntly, promoting your work is the modern storefront. People are online looking for what’s available near them. If you’re invisible, you won’t be found. If you’re listed on Google but don’t have any pictures, you’re not credible. If you have pictures but no before images or they’re blurry, your work may be a reflection of these images. If you’re not keeping up with sharing your work, others will take your place. I’m not making this up—this is how people look for hairstylists. Also, clients expect it, but those who don’t may not want their face shown, and that’s okay. Use angles that don’t show their face, but make sure you use the same lighting and angle for after shots.
After reading this, you may feel it’s worth charging for a consultation—and you should because time is valuable. I recommend looking up your local competition to see how they approach consultations so you know how to set yourself apart. Consultations are typically scheduled for 15 minutes, which is just enough time to go over these steps if you start on time and communicate clearly. Often, we as hairstylists get lost in our terminology that clients don’t understand. Learning to describe to a client what your service will consist of and the outcome can set you apart. It’s a preview of what they can expect based on how you translate it to them. Building a strong consultation is more than determining what service you can offer; it’s about whether it’s worth their time and money to spend with you.
