5 Tips To Better Client Communication
by Alicia Ward on Tuesday, September 7th, 2010
We’ve all had clients leave our chair unhappy, and thought to ourselves “I wish I could have done that differently.”
Client communications is the key to success in this business—we all need to be great listeners and communicators. If you ask a client what she wants in a hairdresser, she will tell you “a stylist who listens to and understands my needs.” If you ask a hairdresser what happened when a client leaves unhappy, he or she will tell you “there was a miscommunication” or “the client could not explain what she wanted.” Veteran stylist Anna Craig of Trashy Roots Salon & Spa has five tips to better client communication. Anna, a Pravana Artistic Educator and DevaCurl Specialist, with more than nine years of experience, is extremely passionate about client communication and says if you follow her steps, your clients won’t ever leave the salon unhappy again!
Here are 5 easy tips to better your client communication.
1:Confidence! You are the expert, so take control of the situation. Be clear and confident. Never let the client take over the appointment by asking you to see the swatch book or the scissors you will be using. You need to keep the control during the appointment and assure your client that you know best. Make sure you sound and act confident. You know your colors, brands and supplies, so make sure you act like it. If you are unsure about something with your client consult another stylist in your salon, but always be in charge.
2:Consult! Always do thorough consultations prior to the appointment. Some clients lack good communication skill,s so it is your job to ask lots of questions to ensure you deliver the right results. Always ask clients to bring photos of the color, cut or style she is looking for. Ask her about her hair history. Make sure you are aware of what they have done to your hair. Talk to her about her expectations and make sure they understand the reality of the situation. Know their hair type and discuss it with them. Ask them about what products they are using. The more questions the better. The consult should range from 15 to 30 minutes for large changes and around 10 minutes for minor changes.
3:Document! Document your client’s history. Writing down everything you’ve done for your client will ensure a smooth appointment next time. Keeping records of your clients makes the client confident in you and your work. Not only does this allow you to be better prepared for their next appoint but it also helps you keep your clients happy and coming back. This is a great way to book you next appointment “I just noted everything we did today in your account so at your 5 week touch up we will get the same results “.
4:Educate! Educate your client about what you are doing. The more you can tell the client, the better your communication will be. Talking your clients through things helps her feel confident and part of the process, which enables trust. Keeping your clients involved is key because it opens the channels of communication, garnering better results.
5:Products! Know the products your client uses to ensure her results will last. Most clients are uneducated about professional products and the role they play in long-term maintenance. Talk to your client about her current products; recommend products and other maintenance options. You know the benefits of the right products, so do not keep your client in the dark. Share your product knowledge so she can love their hair longer.
Say goodbye to unhappy clients and client miscommunication—follow these 5 steps to get the better your client communication!
Keep Those Keratin Clients
by Megan Dorcey on Monday, August 16th, 2010
By now, we have all heard enough about how a keratin treatment can zap your clients’ frizzies for the summer, but what happens when the weather cools down and humidity abates? Most of the country is staring fall weather right in the face, and it begs the question of whether or not keratin treatments will still be a profitable source of income in the winter months.
There are many valid points that you should bring up to assure that your clients are keeping their treatments regular. For starters, the humidity may not be an issue any longer, but the majority of the country is facing brutally cold and dry air, which can lead to damage. Make sure that they know that while they are getting a keratin treatment, they are also coating their strands which will prevent any breaking that dry air and flat irons will cause.
Marcia Teixeira offers a line called Brazilian Keratin Treatment (BKT), which boasts on their website that the product “penetrates the hair, repairing internal damage and coats the hair preventing further damage. The results are SOFT, SHINY, STRAIGHT hair”, on their website. The main focus of these keratin treatments is to repair the hair strands that have been damaged and to protect them from future breakage.
Keeping your clients as regulars in your chair will not only help your pocketbook, but will ultimately help them maintain their hair health. Remember, when you are facing a client who has struggled with trying to smooth their locks—you are the therapist.