15 March 2016
Happy Customers and less Complaints with a Perfect Salon Consultation
A perfect salon consultation is not easy, the team member needs to analyze a lot of information quickly, they need to listen, they need to understand the requirements and they need to confirm back in detail what they are planning to do. They need to use pictures.
Here are some top tips for a great salon consultation:
Show pictures, this is worth mentioning again. Why? Because what a team member is visualizing is not necessarily what a client is visualizing, for a simple example, take the phrase “hair over the ear”, this can have two possible meanings which are totally opposite to each other. Colours have the same possibility for misinterpretation, after all what “a few foils” might mean to you could be completely different for the client. Hopefully by doing this you are on track to deliver what the client wants and expects, confirm again what is agreed (and why) before you start, if you wish, as well as during the service.
Finish with asking if the client is 100% happy with their service and whether there is anything they would like to change.
Get younger team member to keep a “book of phrases” and practice consultation role plays frequently in team meetings. Once you have asked your questions and understand the client, you can make your recommendations, be bold, be confident, if you are recommending a change say why, “to make you look younger/more modern/more fashionable. etc.
You have to really “read” your client. Most clients really want the stylist to be confident and make recommendations because after all the stylist is the professional and all the client really wants is to leave the salon looking fabulous and for their friends to actually notice they have had their hair done and to compliment them.
So be brave and do great hairdressing and great consultations. The most successful salons I’ve seen are the ones where the team has a culture of “redesign” where it is recognised that one of the biggest reasons clients move salons is they wanted a change and did not feel their current stylist offered this.
Great salon consultations are the best way to avoid salon complaints. If you ask the right questions and get the client’s agreement, you will minimise misunderstandings. Most complaints are not because of bad technical ability, but are because of a mismatch between what the client expects and what they received.