How to Communicate with Your Clients
As a good stylist, you want to make your customers happy. So, learning to communicate with them is essential. Here are some tips on how to communicate with your clients to make sure everyone is happy when they leave your salon seat.
The First-Timer
When you have new clients, take the time up front to do a thorough consult with him or her. Discuss things like:
- Hair type
- Hair texture
- What hair can do—and with what treatments or style products/tools
- What hair can’t do and why
- What styles would work best for the hair type, texture and face shape
Explaining these things initially will not only increase your customer retention, but it will also help eliminate your client showing up with pictures and ideas of something they want that just wouldn’t work for the hair he or she has. When you take the time in the beginning, it can save you tons of time in the long run.
The Deferrer
Everyone has a client that might have some opinions, but ultimately ends up saying “whatever you think” or “whatever you like.” While it is nice to be given free reign, most of the time the deferrer client does have something in mind, but he or she cannot necessarily put it into words. This might be when you have to really pull out the patience and the interrogative techniques you’ve seen on NYPD Blue (ok, not quite like they do it—but do get to the root of what your client wants). Be sure to ask specific questions that help you figure out what your client’s lifestyle is like (Does she put her hair up a lot? How much time is there for styling on weekdays? Weekends? What products do/will he/she use?) and what they absolutely do not like for cuts and colors (what is the worst cut or color he or she ever had and why?). When you ask the right questions, you should get the answers you need.
The Everyday Jane (or Jack)
There are two things that most clients will need from you: plain language and money talk. Here’s what we mean:
Plain language—sure you occasionally have the super-trendy and savvy client that reads weekly hair blogs and knows what a pixie cut is or what a blunt bang versus a textured side sweep bang is. But, you should always use language that is easy to understand –or explain—because most clients don’t understand industry jargon. They just want to walk out looking good.
Money Talk—this can be especially important for client retention. If you discuss how much money a client wants to spend now and in the future, that could drastically affect the cut and color you give them. If your client isn’t interested—or able—to come in every two weeks for a bang trim and every four weeks for a cut, you might choose not to do bangs or a short layered look that requires regular maintenance.
Ultimately, clients appreciate you taking the time to truly understand their hair needs to fit within their lifestyles. When you take the time to listen and properly communicate, your clients will stick with you and recommend you to their friends!