CLIENT FEEDBACK -- SURPRISING!

THIS MIGHT BE A SHOCKER... but here goes!! Salon pros know the importance of

conducting a great consultation before beginning salon services.

NINETY PERCENT

of hairdressers state that they conduct good consultations for their clients. However,

industry studies reveal:

ONLY SEVEN PERCENT of salon clients believe that they received a

consultation before services began! So, what we THINK we provided might

not be what the client BELIEVES she/he experienced...... WOW!

I'm thinking that what we define as being a "consultation" is not what customers expect..

Time costs money. Often our desire to avoid running behind; being late for the next client,

encourages us to do all we can to "just get started". This creates stress. Today, more

than ever, people crave attention. They need to explain; show photos, express fears

about what they don't want; what they expect, and to "be heard" or to tell you about

bad results they have had in the past. HEARING this requires patience and dedication. .

TEN MINUTES, MAXIMUM: First: When the client is seated, SIT next to he/him. Look

straight at them.. not through the mirror. FOCUS. Do not look at your phone or

speak with anyone else. Greet your client. Smile and begin by saying. "Let's talk about

you. What would you like me to create for you today? I have several great ideas

about what we can do but first I need to know what YOU are thinking. Then: LET

THEM TALK. Acknowledge that you understand. Maintain eye contact.

Agree, or verbally adjust their expectations and explain why you are doing to.

Proceed when you are 100 percent certain that you are both on the same

page. Doing this takes practice, but it will save you hours of frustration, and create

the confidence happy clients search for. In addition to listening, we must be sure

that we HEAR what clients are saying.

Join me for my master classes in hair color, coming up April, 2025... Indianapolis and Boston! Beth