Mastering Client Consultations

The ASK team have put together the following step by step guide, to help you master the perfect client consultation.

Every client should be given a consultation prior to being taken to the backwash. The consultation is the opportunity to start building a relationship with the client and determine exactly what your clients needs are. Use this opportunity to learn as much as you can about their likes and dislikes past experiences, good and bad as well as general lifestyle issues that are relevant to their hair.

A thorough consultation will leave the client feeling that they are in the hands of an expert who genuinely cares, is interested in them and has the knowledge required satisfying their requirements. The consultation is also the time for the stylist to identify opportunities for ad on sales of other products and services needed to satisfy the client’s needs.

The following steps are intended as a guide to conducting a thorough professional consultation:

  • Greet and seat the client in a styling chair for consultation
  • Introduce yourself to new clients by name. If you don’t already know their name, ask them and make a concerted effort to remember and use it
  • It is important to have the client seated without being gowned up so as you get an indication of their sense of style
  • Ask the client what they have in mind and listen to their response
  • Observe the clients hair be aware of texture, length, growth patterns, hairlines and general body shape and height. Observe facial characteristics such as face shape, ears, nose, and neck
  • Use photographs as references when appropriate. Ask questions such as ‘how much time do you spend on your hair each day?’
  • Make sure you and your clients are speaking the same language what is short hair to a client may be medium length to you, what you mean by warm may be bright red to a client
  • Avoid using hairdressing technical terms such as graduation and texturising rather talk in terms of what it will ‘look like’ as hairdressing terminology varies in meaning depending on who is using it
  • Ask how the hair was dried the last time it was shampooed as it may have been straightened, ask what styling products have been used
  • Once a look has been decided upon reaffirm what needs to be done to achieve it and recap what the end result will look like. Remember most clients who are unhappy with their hair are usually the victims of bad communication rather than a bad haircut or colour
  • Once in agreement put a gown on the client and if they are having their hair cut first take them to the backwash for shampooing. Explain to the client any products used at the backwash and the reason for using them on his or her hair