Before you start the service, you take the time to learn a bit about the client and what they hope to achieve from the appointment. After some time and serious translation, you feel you've reached an understanding... until they freak out at the end. Or call back later for a refund/free redo. Or never show up again. Or leave a nasty review.
There are some people who will NEVER be happy, sure (and we have somearticles on that). But sometimes, this situation is completely avoidable with a few modifications to the conversation. Here are a few simple tips for better client results.
Let them try to explain it in their own way, and hear out everything before you start planning the style in your head. Look at the pictures they bring in, their motivations for getting this style, what they usually do with their hair, etc.
Some clients don’t want to sound bossy or rude, but they do know what they DON’T want. Figure that out by asking indirectly. Also- sometimes, that seemingly know-it-all client may just have a point (they have had that hair their whole lives)… or at least you’ll know why they left their previous stylist.
Some things sound quite harmless- but dig a little deeper. That girl who uses “some stuff from Sally’s Beauty Supply”? Product names, honey. Don’t discover it was volume 30 once her hair starts to fall out.
Every field has its own language and terms for things. This language makes things clearer for you, but doesn’t always translate to clients. Terms like “lift” “dimensional hair color” or “undertones” probably don’t conjure up the right image in some clients’ minds. Don’t even get us started on formulation.
Clients should know by now to bring in LOTS of pictures of what they want, but it is a good idea to show them some of your own too. Often, clients bring in examples with people that have wildly different skin tones/hair textures/face shapes than the model or a picture with filters/color enhancements. A quick google search can prevent some serious disappointment. (If only someone had shown me a picture of “curly pixie, wide square face” 10 years ago...)
Again, what appeals to the client may not best suit them. There are ways to kindly suggest more flattering options (“You would look awful” may not be the best way). Again, the pictures help here. Show them what their idea would look like, and what you would propose for them visually. That way, they know what they are getting into.
Now, some people are going to be annoyed if you seem to be “discouraging” them from a style. Chances are, these people would never be happy anyways. But make it clear what the cost, products, longevity, and daily maintenance will be for their new look. This is becoming more and more important with fashion/unicorn colors showing up everywhere on Instagram. Also, make sure that they know what the growing out stage will involve.
Communicate when you take the next step. Swing them around to the mirror and confirm before you cut a bit higher or go for the fringe.
Some people are always shy- that is one thing. Another is when the client is becoming distressed. Don’t wait for clients to say something- they might not, or only say something once the damage is done.So there you go! Now that you have a better understanding of what this particular client, be sure to highlight important notes in their client profile to cut out a lot of the work for next time. Don't have a detailed client profile in place? We can help with that too! Check out this article for more information or try Booksy for yourself.
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