One of the easiest ways to grow your salon’s business and ensure client satisfaction is a thorough hairdressing consultation.
It’s impossible to underestimate the power of these seemingly-simple interactions. Every consultation is your chance to really get to know your client. It can help you create a win-win situation. You can help every single client feel like their stylist really listens to them and gives them personalized service.
At the same time, stylists will get a better idea of each client’s needs, making it easier for them to recommend and sell salon retail products and services. It’s this kind of personalized service that will make your salon stand out from the competition. Here are some tips and tools to help you and your stylists get the most out of each appointment.
A consultation with any client is all about making a great first impression. It’s all about growth and building rapport. Every time they walk into the salon, you can make them feel just as welcome and excited to be there. It’s not only about the cut, color or condition of their hair- it’s your chance to talk and develop a lasting professional relationship that will keep them coming back for more appointments. Think of it this way: who would you prefer to trust with your hair: a stranger, or a friend who knows your concerns and expectations?
Hairdressing consultations are also a great opportunity to stay on top of every client’s styling needs and recommend new salon products and services to them. What has changed since the last appointment? Do they have any concerns they’d like to address during this visit? Getting the conversation started can help you construct a plan and recommend the right products during the rest of the visit. Remember: it’s important to have this conversation before the visit starts, not over their shoulder in the mirror or while they’re having a shampoo.
Communication is key to creating a great experience during every consultation. It can take a bit of preparation, but don’t worry: there are things that your clients can do to help the process along, too. It’s important to get as much information from them as you can, especially if they have a specific goal or end-result in mind before a treatment.
One great salon strategy is to ask them to check out sites like Instagram or Pinterest. If your salon has its own Instagram page, this is a perfect opportunity to recommend that they check it out, too. Encourage them to download or pin any pictures that showcase hairstyles, haircuts or colors that they admire. This will help a lot when they’re trying to explain the end-result that they want to achieve. Plus, it’s a great way to get them inspired and excited about styling, services or a new product, all before they even arrive in your chair!
An effective (and convenient) tool that your salon team can use are online consultations. During the pandemic, many workplaces turned to online communication as a way to keep in touch with their customer base. This is a game-changer for salons, especially now that lockdown restrictions are being lifted and customers are eager to come in for a shampoo and haircut or spoil themselves with an entirely new color and some foils. A successful hair consultation online can become your secret weapon to stay one step ahead of the competition.
Why should you consider offering a virtual hair consultation? After all, it’s a hairstylist’s job to listen to every client and make recommendations when they visit. The truth is that, once a client is already at the salon, they may have made up their mind about what they want or be too pressed for time to consider all of their options. Scheduling a Zoom call ahead of time is a valuable opportunity to ask a client some detailed questions about their hairstyle, give advice, recommend products, or exchange links and photos that you can refer to later. This can help build a client’s confidence and lead to a more successful visit when they do come in. Plus, the hairstylist and client get to talk in a relaxed setting, all without needing to make a separate 10-minute appointment. You might even consider emailing them a hairdressing consultation quiz, ahead of time.
Closed questions are questions that usually don’t need a lot of detail to answer- they can even involve just a simple yes or no. These can be very helpful when you have a shyer client or just need some basic info. Often, they can lead to more follow-up questions. Some good examples are “did you like the color that we used last time?” and “Do you want to keep your current style?” These are good starting points and can also break the ice and lead to more open discussion.
One thing to avoid is using too much technical language or industry-specific jargon. This could be intimidating, especially for new clients. If they seem shy, you can always begin with some talk about their current style or any products that they like to use.
You’re ready to begin your consultation. Excellent work! Here is a list of some of the questions that you might want to ask. Remember, each hairdressing consultation is unique. One might be focused on updating to an entirely new look, while another client might just want to keep her current style and get some product recommendations.
Here’s a list of The Essentials- things that every consultation should include, and Extras- other helpful questions that might come in handy.
Some other beneficial questions:
Using a hair consultation form is an easy way to keep track of a client’s needs and previous services. It also sets a professional tone and helps ensure that stylists and colorists can follow a process for each visit. You can store the info from past appointments and keep a record of every client’s important details. This is a handy way to make sure that you’re being thorough. It’s also useful to have on hand if they have any allergies or concerns. It’s one of the tools of the trade that might not be obvious to a client as scissors, but it’s just as essential. If your staff are unsure or need some direction, provide a client consultation example or make time for some role-play during your weekly meeting.
Client consultation for hair services doesn’t need to be a time-consuming or intimidating experience for anyone. Along with a few well-placed questions, hairdressing consultation sheets can make the process easier for everyone. Plus, it’s a great chance to showcase new products and share important information. This record will come in handy later, I promise. Especially if your salon gets any new stylists that need to get to know a client.
Offering a great hairdressing consultation is your chance to make every client feel special. You can address any concerns that clients might have and offer some advice or explain any services. Consultations aren’t just about giving advice or tips, though. They’re often the beginning of a successful relationship between your business and your clients. It can vary in length from a quick check-in of a few minutes before the hairstylist begins, to a longer conversation where you can ask a lot of detailed questions. Such is often the case with new clients. Think of it as an opportunity to both speak and listen to your client. Once you have that bond, it’s more likely that you’ll see them in your chair again and again.
And if you love these ideas or have some other ideas that you've used in the past to promote your salon business, why not share them with the Belliata community in the comment section below. We would also be delighted to answer your questions, as well.
Evaluating Factors for Customer Churn of Hairdressing Industry Based on Modified Delphi Method https://ieeexplore.ieee.org/abstract/document/8448659/
Hairdressing. Theoary, Science and Practice http://llrc.mcast.edu.mt/digitalversion/Table_of_Contents_133885.pdf
Relationship Between Client Satisfaction, Service Quality and Client Perception Towards the Effectiveness of Client Consultation Services https://www.researchgate.net/profile/Jati_Kasuma/publication/344506708