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!
If You Master Communication, You’ll Master The Business
by CurlStylist on Monday, February 8th, 2010
With society’s dependence on technology and the influence of the media, clients have become more sophisticated, knowledgeable and fashion forward about beauty. To retain them as customers, salon professionals have to be master communicators. Master Stylist Sam Villa offers five tips for becoming a better communicator and mastering the biz.
- Master the Consultation
Mastering the consultation is vital to retaining customers. It informs guests of the stylist’s knowledge and creates an opportunity to build the confidence level of the guest. It also gives the salon professional the time to formulate a plan of action for the technique, service and products.
- Develop Good Questioning Skills
Instead of asking clients what they have in mind for their hair, which can be a dead-end question, ask them what their goals for their hair are—the more info gathered, the greater the chance of meeting goals. Ask what they like, as well as what they don’t like. Ask what kind of products they like to use—when I hear mousse, I think volume; lotion, softness and movement; and gel, a strong hold. Gather the vital information needed for a flawless finish.
- Respect Time
Always greet guests when they arrive—show them you respect their time and they will do the same. If you are running late, be up front and ask if your guest would like to run errands and come back in a specified amount of time instead of making them wait and wonder. When they see that you are conscious of being on time, they will want to be on time for appointments, too.
- Be Honest and Realistic
If a guest requests a look that just won’t work, have enough confidence to tell them and the skills to propose an alternate look. Clients come to professional stylists for their expertise, keep standards high by respecting them enough to be honest and realistic. Here’s a trick—if a guest shows a picture of a celebrity with hair that just won’t work, cover up the celebrity’s face and ask what they specifically like about the hair. This way, you can explain why the various elements of the cut and/or color will or will not work on them.
- Be a Leader
Guests expect leadership from a hairdresser—take charge and demonstrate leadership by listening and guiding with confidence during the consultation, service and retail recommendations.