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How important is the hair client consultation?


Welcome to BACK2MYROOTS B2MR

It is my goal to create a platform that over time will become a place to share thoughts review hair colour and products.

The Consultation your time to shine:

I’ve been a fully trained stylist for over 20 years have been fortunate enough to have experienced many aspects of the hairdressing Industry.
In the many years working i have been working with clients. I like to think that nothing shocks or surprises me. Many have shared with me every issue that a client can bring to the chair.

I’ve seen young women come in with orange roots and white ends. I’ve seen red roots and black ends. I’ve seen hair looking like a traffic light from violet to blue, colors that usually are reserved for flowers.When I see these mistakes colour failures in some case hair nightmares one cannot help but feel oh so sorry  for the client to which these hair are attached.

Normally when the color mistakes are so apparent the truth is impossible to ignore the poor client is so embarrassed upset and apologetic that one  really wants to help and fix this problem if at all possible.

The client usually admits that it was a money issue a crazy moment or a few drinks with that got out of hand with a friend it seemed like a good idea at the time! found an old box under the vanity and thought it would be a great time at 3 in the morning to “streak” their hair. I don’t have any issues helping these clients for me the challenge is correcting it the reward is success a happy client she made an honest mistake at home and now seeks professional help a humbling experience in it’s self. Usually they have learned from the mistake  after all we all make mistakes first time one feels sorry for them repeat offenders well they are on their own, most however are more than willing to go through the steps to fix the situation.

Here is an example of a normal client consultation:

A client is looking for some sort of chemical service, not always a major change; let’s say going lighter.  We will take a close look at the hair during the consultation and figure out what we need to do to get as close to the desired result without damaging the hair.  It is at this time when we’ll ask the client their past history.  whilst at the same time looking and feeling for indications of damage, If we see any sort of banding, we know some sort chemical affected the hair.

It’s a pretty simple fact, hair grows approximately 1/2 inch a month.  If there is a any sort of line of demarcation, we know there was something “done” to the hair,  and we can tell when it happened by how far it is away from the scalp.  When we ask the client why this band exists, they can’t give a reason.  When we’d tell them that something had to be put in their hair to create this band they will not admit to anything.  To be fair with so many over the counter products these days misleading the consumer it is possible that they were unaware the product used would cause this issue.  In some cases one would repeatedly ask the question and they’ll repeatedly plead their innocence/ignorance. Stale mate helps no one!

Here’s some information everyone needs to know.

Anything from a box color to a highlighting shampoo that causes any visible difference in your hair color has permanently altered the hair structure. Sun-In or anything like that, especially highlighting shampoos and conditioners have any variety of alkaline chemicals that diffuse your natural pigment.  Beware of these products since they may contain sodium hydroxide which is relaxer. Any color from a box that is made from 2 or more components that are mixed together have some sort of peroxide component.  Peroxide oxidizes your natural pigment, so if there is any alkaline in the formula, you will get lift. Many box colors say that they last 24 shampoos simply put if your color is changed by a box and if you grow out roots, it is not temporary the hair structure has been permanently affected. When hair is colored or receives any chemical service it is permanently affected till it is is cut off.

You may have correction to re colour blonde hair with brown pigment, it may be a perfect colour match  but the hair still has any inherent damage caused by the initial service in this case going blonde. As a client try and be as open as possible the more history the better  their is no advantage in trying to hide any chemical service that you have introduced into their hair.   there is no reason to hide any details no matter what the box says informed decisions are easier to make with all the information at  hand and every thing must be taken into consideration.  When we ask you questions about what has happened to your hair for the past year or so, we need to know everything so we can make the right decisions for your services.

Next time you come in to get any chemical service done be completely honest with your colorist or  as a stylist you are doing a consultation make sure you ask all the right question. We can read the history of your hair and there is no need for deception.  After all, we have your best interests in mind.  As they say; the truth will set you free. a lie may break your hair!

Our goal is to work with clients to deal with the issue at hand offering the best service possible supported with education knowledge and an honest understanding of what is possible given any situation and history.

Mike B2MR

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The hair salon the consultation:


Welcome to BACK2MYROOTS B2MR: 

 Regular postings of fresh new topic’s.

A place to share thoughts post comments and idea’s on matters relating to hair colouring skill and techniques and anything industry related.


How do we respond to the issue’s and demands that face us in today’s salon? How do we get that edge? How can we compete and attract new business and indeed retain our existing client base? How many new clients come through our door only to leave never to be seen again? Maybe instead of constantly trying to attract new business we should concentrate on the business we have. It is a fact that over 25% of clients that visit a salon never return

Well we have been looking into the topic of Service that ultimate salon experience:

This by definition is a total package of pampering making our clients feel very special affording our clients a very unique standard of service. This can be the environment created. The atmosphere, furnishing, image all this key to the overall experience.

This being said we must not detract from the importance of education knowledge and communication all the tools required for the ultimate consultation,  In so many cases the consultation is either very short rushed none caring uninformative?

It does not matter how much time energy and money are committed to the visual surroundings. The comfort level .The service. The overall experience if the  package is not supported by honest caring hands on service from a knowledgeable caring stylist.

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The consultation should be your time to shine but it’s also your time to connect with your client  make them feel at ease discover the issues. The history of the their hair what brings them to you.

Discover what you can do for them. How you can take a journey together to reach there desired goals. Discuss condition, image, look find out what makes your client comfortable putting people at ease yet taking control comes with experience. Assure them that everything is possible it just takes time patients and a game plan.

I read one comment that suggested turn the conversation to what they client needs and wants! How can we do this if we do not take the time to discover who they are and what those needs and wants might be! We have to take the time to ask all the right questions and listen to the response, it’s not about us or what we think is needed it is up to us to discover unlock those inner needs. The skill is patients and asking the right questions. It is my experience that women do know what they want sometimes by finding out what they don’t want we get an idea of a direction to move toward. So the skills we need go far beyond those of just wanting to do hair. To truly succeed we need to be skilled and versed in so many fields communication public and human relations.

I also think that it’s very important to touch on the topic of boundaries we cannot please every client we cannot take the same journey with everyone. Sometimes after a consultation we just know that this is not going to be a fit have the courage to say you don’t think this will work trust me when I say you get more respect and it will not effect your business to have clear and defined boundaries.

It is not failure to not get involved it is failure to let your EGO say i can deal with this rather than admitting it’s not a fit and adviser maybe a different stylist or salon.

 

So Lets take a look into our make believe salon: Have that consultation together. This could be you the stylist or you the client!

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.

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. any of this familiar to you as stylist or client?

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 when linked, they are both key 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 /income 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 walked 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.

Time to talk bond with your client

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.

consultation/condition/communication

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.

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.check out the site below

http://www.doubleyoursalonsales.com/

Soon to be available in the Uk this insightful easy read talks you through all you need to do to succeed

supported with useful down loads a really worth while investment in your self! or maybe for your salon team!!

Mike B2MR

http://www.back2myroots.co.uk/  If you need a little help advise a little one one time maybe you feel you would like your team to step things up need help i’m just a phone call or e-mail away.

 

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Training and then what?


Welcome to BACK2MYROOTS B2MR

Created as a source of advise education knowledge skill experience a place to share thoughts post comments and idea’s on matters relating to hair colouring skill and techniques and anything industry related.

copy right pending.

Time for Action:

You have completed your training been through college or an academy done an apprenticeship maybe you are in your early years of working in a salon starting to get experience in being part of a team working with the public getting an understanding of the service industry,

Most importantly learning about people and understanding how to listen to them the art of consultation. communication.

You have trained for this new chosen profession worked hard so why do so many new stylist to the industry leave become disillusioned or stay with it but with resentment and anger.

What next is the world really your Oyster ? Can you really make it big can all your dreams come true happiness wealth success? or what ever else you dream of attaining! what is the key.

The one and only answer is you and you alone can either put in the work be honest with your self about your ability your passion, what you are prepared to do to succeed possibly excel above others to have that edge.

So you can either blame others for poor training blame your self for not pay attention or be really honest with your self and enter into a program of self discovery and skill improvement.

A journey to improve your hands on skills  lean how to understand what true service is put ego aside invest in your self and your future. become fully booked successful and enjoy your career get the rewards that hard work commitment attention to detail can afford you.

The biggest change of career for young stylist comes in the first three years after training graduation this is a sad waste of talent skill training time and money.

It does not have to be this way with professional help and guidance you can succeed establish your self as a highly qualified expert in the hairdressing industry.

As a stylist maybe you are struggling making a living but bored uninspired feel like each day  is just a repeat of the previous if this is you then you need help need to have a inspiration goals target a formulation to turn things around and succeed.

If this is you we should talk work together come up with a workable realistic plan to get you on a road to success.

With over 35 years of experience what ever you needs and requirements what ever skills you need to improve on a program to work from and with can be designed, call it personal coaching.

Are you Interested i would very much like an opportunity to work with individuals small groups or salon’s in so many cases stylist fail salon’s fail through fear of asking for help and guidance don’t let this be you.

Fear and Ego are not your friend fear is only a fear until faced then it falls away lifted and can move forward face new challenges.

http://www.doubleyoursalonsales.com/

So often we forget the the little things those simple things that make a difference we lose or forget why we entered in to the world of Hairdressing fashion style, we forget how to talk communicate all fundamental but how easy to forget. it’s time for a refresher !

The above link is just that an easy read that could very well change your life change how you do things  how you look at things the very essence of what drive s and motivates you ! now that could be worth a read.

As step by step guide to increased success increased sales that easy! no quite you have to do the work!

Mike B2MR

http://www.back2myroots.co.uk/

 

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