The salon experience It’s service.

16 Sep

Back2myroots : A place to share thoughts and grow idea’s. B2MR


Consultation. Service. Education. Support.

These tools are all available to us all.The tools for personal growth, sadly in so many cases we don’t access them. Why is this?Are we really that perfect or is it that we don’t want to expose our weaknesses?

Our worst enemy is our self. Admitting that help is needed. Raising a hand saying I don’t know! How do we protect our selves, from exposing our weaknesses. Ego and Fear are our worst enemy we must put them aside, seek out help, skill, training, Education.

How do we seek to improve our communication skill . Our consultation skills, our clients retention, inspire recommendation from our clients. All the things we need to address to grow both as a stylist and to grow as a person.

So many program’s and tools are available to us. Not free but not expensive, it’s investing in one’s self it will give you the edge! Those tools and skills you need for success.

What form does this help assistance come in? Well hands on teaching, sharing, techniques and skills.

open discussion.It involves us taking a step back watching and learning from others.


Support can come in the form of personal help from. Qualified skilled consultants and educators both key to spending time with listening to and learning from building up a relationship with.

Then there is the written Books, Education material. Be it new product information, maybe a new colour chart with an education section often not read and studied by stylists. The more knowledge you have the better informed you are for your consultation. Many who don’t want to progress use the excuse! oh I’m hands on i like to use and feel the product! Back to those faithful friends fear and Ego.

An excuse for be a lazy no it all!

We write this section as an introduction to all the salon support material that the salon success club experience can offer you.

A consultation chapter : Is so key at this juncture before we move on to look at hair colour techniques and procedure’s.


Lets take a look into our make believe salon: 

It could be any where any town on any high street maybe as you read you will think hey that’s me that’s us.

Client view:

I’m booked into a local salon having been recommended by a friend that the stylist here was very attentive very talented offered excellent service i’m excited a new stylist a new vision a new look!

My friend had been on a Saturday and said the place was very busy another good indication or so we like to think .

I work Saturdays Tuesday is my day off .My appointment booked I arrive a little before my appointment I hate being late.

It’s 10am as i enter the salon a young lady look up from the reception desk she is on the phone  smiles and indicates i should take a seat.

It’s early i know but the places is empty! The receptionist look up having finished on the phone and says can i help you i inform her who i am and that i have an appointment with [ stylist ]   she looks at the book vague look on her face then says oh sorry she is not in today i have booked you with [new stylist] not the one recommended, Oh that’s a shame i was recommended oh they never work Tuesdays  hum so why was i not told this when i made the appointment instant unease. Two very young looking stylist appear from the back of the salon talking with each other as they get nearer to the reception i am introduced to one of them as your next client [ warning lights are going off]

This young person takes me to a chair stops chewing her gum long enough to introduce her self to me and say what are we doing  for you today all the time talking to me in the mirror looking at her self.

Time to leave  !!

Are you laughing yet of course this is not you! is it? but trust me it happens all the time and then stylist wonder why they loose business and clients, Yes maybe a bit extreme but i have seen this situation many  times.

So what should this experience for our client be this person who we want to build a relationship with this person the we hope will recommend us and the salon for the service and skill we provide and offer.

The Service the consultation: The keys to success.

From the moment a client enters into a salon the experience begins those first impressions the look the feel of the place the atmosphere.

That first greeting that welcome normally receptionist or a salon staff member who job is to meet and greet , this is a hugely important role if given this role, don’t turn it down it’s a way to hone your people skills.

With new clients some salon will have a questionnaire this is great for both stylist and client it show the salon cares it puts the client at ease whilst waiting for her appointment maybe whilst having a coffee or tea.

From a stylist point of view it gives us back ground information so we can ask the right questions during our consultation without information how can we give sound advise.

Once this has been filled out as a stylist i think it’s important to come a meet your client introduce your self to the client you should already know your clients name this should be on your personal day agenda sheet.

[yes a list of clients for the day the service they are hoping for and weather they are new or return or recommend clients]   i say hoping for because with out having a consultation all the facts how can we decide what is possible !! we cannot.

Trust me when i say i have seen many stylist work out their days take before the day starts. I have worked with one stylist  who would get into work look at the day sheet and get all the tubes of colour out for that day putting them aside, how could you possible know what a client wants in advance of them of talking with them. How boring ! well this stylist was really very boring personality of a  dead fly!!!

So back to the plot 

First impression count how you look and present your self says who you are its all about the image you project your dress hair makeup! that look that says this is me! what can i do for you?

We have introduced our self. escorted our client though to our work station this area is representative to who you are how you work , untidy dirty chaos does not work!

With the clip board on your lap sit next to your client  eye level eye contact remember you have some information to hand so use it.

Not what are we doing today ! ‘how about’

I see from the information you have kindly filled you you had a hair cut 6 weeks ago  how has that been working out for you. How manageable have you found it as it’s grown out. when that leads into what brings you here today how can i help all leading  open ended questions.

This now leaves the door open for easy conversation you have relaxed your client you are starting to build trust.

Personal routine, products used, if chemical service has been carried out on the hair even if not being re done on this occasion it still needs to be touched on for future booking and for advice and comment

Never ever put a colour chart on a clients lap and say what colour do you want today it’s our job as professionals to advise on colour that can work and look stunning.

Having established History and indeed wish list we can move on the recommendations.

style, look, length, colour , products styling tips maintenance be honest i like to refer to a relationship as taking a journey together that with patients honesty open the doors to endless possibilities.

Is a difference between a quick pre shampoo chat and a real genuine caring consultation? of course there is the question being which one are you are you ready for the challenge to ask for help advise and guidance to gain the skills to really succeed and reach new levels of success.

In closing having a fully booked day is what most stylist long for consistently busy, but consider when fully booked or over booked we lose clients ! why however good we are the standard of service drops

you took short cuts kept clients waiting, you sacrificed your standards for a few extra £££ or $$$$.

do this and you do more damage than good a dissatisfied  client will go else where taking her friends with her! it’s Service, reliability, Service consultation, Service, skill oh and More Service!!!

Good luck if you need help advise guidance take a three week challenge.

Key points:

* Discuss, History. Full assessment.

*Clients goal, wish list,



*Demarcation lines.

*Brassy roots.



*Colour retention.

*build up staining from pigment build up.


*percentage of Grey hair.

 Get support, Get a mentor, work with experienced industry professional invest in the product. That being you!

* learn communication skills

* Ask the right question to give the correct advise.


A mentor someone with an open mind with many years of experience who can share a vision with you share with you their journey and experience, listen to you guide and advise help you to reach your goals.

We have all the tools in place to share with you. Are you ready? 

This can and will only work with an open mind honesty and willingness to listen do the work!

Oh yes I forgot to mention none of this works unless you are committed to the task. Parting with some hard earned cash this show commitment. Being prepared to listen, take up the challenges. Do the work reap the rewards.

None of this is an instant fix. it a journey and an adventure built on honesty and trust the skill the experience that can be gained can be beyond your wildest dreams .

The doors that can open. The opportunities that can arise. The direction your career can take are immense.


Now consider this with all the different mediums available to us Phone, Skype, Video, Internet.

Help and advise it at your finger tips all you have to do is ask. Support is at hand weekly monthly updates, communication.



What is Service? What does it mean to you?  ……….  it’s a willingness and wanting to serve, Not every one’s cup of tea. So here is the kicker If you don’t like the idea of being part of the  service industry if your are not good with or don’t really like people, much less pandering to their wants and needs.

The reality is Hairdressing is not for you, however much natural talent you have,how ever much you enjoying playing with hair, there are no aspects of this industry that don’t involve interaction with people.

The Service we offer is directly linked with. Who we are. What we project. The image that we project. The image that creates the identity of the salon. the clients we attract.

Standards of service can vary considerable.They are as key to client retention and recommendation as the skills we have as individuals. So there is a synchronicity between Salon, stylist, Client, between service ,consultation ,communication, Image. Cool ha.


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