Every salon and spa gets these clients, even yours - your 10 o’clock client walks in for a root touchup and trim. Your morning venti cappuccino still hasn’t kicked in yet, so you triple-check your digital calendar and you think to yourself, “just a trim and root touchup, nothing special”. As you begin working, you naturally slide into a discussion with the customer, exchange a few laughs and the client suddenly stops you and says, “oh wait, remember, I just want a trim, you know, a few snips is all”. And when it comes to paying, they’re shocked. Where did you go wrong? In most cases, it isn’t your fault - but you may have misunderstood what your customer ACTUALLY wanted. Here are some of the most common examples of clients saying one thing, but actually meaning another - keep reading and learn how to avoid falling victim to these situations!
Customers that are very adamant about getting a trim (they repeat it at least 3 times during their visit) look for one of two things - they either don’t want you to chop off half of their hair, or they’re looking to spend as little money as possible in your salon. So how do you figure out what exactly your customer wants? Simple - clients that are afraid of getting too much of their hair cut off usually come in with an inspiration photo. They walk in, seat themselves in a chair, take out their phone and show you a picture of Jennifer Aniston’s long bob (lob) - and you get to work! Penny pinchers, however, will most often ask if there’s a difference in price between a trim and a cut. To the client’s dissatisfaction, most professional stylists and hairdressers charge the same price for these treatments. After learning this, such customers usually say: “well, my previous stylist only charged me a few pounds”. I know you’re probably thinking: “then, if your stylist is so great, why are booking with me?” - however, make sure to NEVER say that in front of them! They chose your salon for one reason or another, and you should be thankful. Mention that both a trim and a haircut are professionally done and that you’re a certified stylist, and not some YouTube DIY “hairdresser”. Additionally, if you have a new customer discount, let the client know!
Most salons avoid treating clients with extensive box dye use. Not only is it a long process to lift out the previous colours, but clients get easily upset over having to walk in public with bright orange hair and the whole service can be very expensive. Although some lighter box dyes are less of a hassle to lift, level 3 and lower ones picked up from the local chemists for three pounds are a complete nightmare. The worst part is, most salon customers know this. However, what they don’t know is that box colours don’t wash out very easily, and so they either tend to lie about box dying their hair, or they simply forget when they did so. Although most professional hairdressers can spot extensive box dye usage from a mile away, even the smallest amount of box dye residue can ruin an entire treatment. So when a client mentions that they box dyed their hair a long time ago, they’re either hoping that it washed out by now, or they simply don’t know the lifespan of box dye once it has been applied to hair and consider a few weeks to be a long time ago. To reduce the number of box dye aficionados, educate your customers! Share pictures of a client's hair that has been ruined by box dyes and mention that strand tests will be done to avoid complications. Additionally, send your clients this information via Booksy’s Message Blasts section.
This is a tricky one, as even the most professional salon teams have trouble dealing with such enigmatic customers. One of these clients walks in - they’ve booked an ombre with a bob cut, but as soon as they sit down, they begin breaking down what they’re looking for. They’re already sporting a lob, but are interested in a regular bob, but don’t want to lose length. Oh, and the ombre can’t differ too much from their current hair colour. In fact, scratch off the ombre. Usually, customers like these are either looking for something new, but are afraid that they won’t like their new look, or are looking to change their overall appearance without changing their hair. It can be truly difficult to treat a client that doesn’t exactly know what they want, however, you have a few options to try. A customer that wants a change in their appearance without actually having too much done is the right candidate for a new hairstyle. Get to know what the customer is looking to achieve - do they want their hair to make them look slimmer? Perhaps to change the contour of their face? Although customers bring their own inspiration photos, it’s best to have a few example pictures of your own. Look for ones that match your client’s facial structure and recommend them what look would fit them best! A Jennifer Aniston lob won't look the same on everyone! By now, you probably know that not all is what it seems in the world of hair and beauty, especially when it comes to dealing with clients. With the right approach and salon system, you’ll be able to avoid any misunderstandings. Get your Booksy system for free and improve your customer communication right away!
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