“The vast majority of my clients are regulars who’ve been coming to the salon for years – I know what they want – they don’t want a consultation and frankly, I haven’t the time.” Are you guilty of this?
Improve your team’s consultation skills and boost re-bookings, colour ratios, recommendations to friends, retail spend and salon treatments whilst decreasing the length of time between salon appointments. I asked Richard Wallace from salon specialists Winning Ways Education and owner of Richard Wallace Hair for his tips.
Eye level is more relaxing
Always sit down for salon consultations. If a client has to look up to you they may feel a little intimidated – those standing up always look more powerful to those sitting down. Sit on the same level, not too close, and avoid folded arms and legs.
Listen and learn
You have two ears and one mouth. Use them in that proportion. Ensure you’re really listening to what the client is telling you: thinking about the fact you’re running late and need to get them to the backwash is not listening.
It’s not all about the hair
Ask wider and more personalised questions so you understand why clients want their hair a certain way: time constraints, sports fanatic, fashion-lover, wears glasses? This allows you to offer practical and better solutions to fit their lifestyle and needs.
“Same as usual?” should never feature in your client consultation. Explore everything. If they always just book in for a cut and finish, ask what their thoughts are on their natural colour and see where this leads. Make them excited about their future hair appointments.
Body language builds rapport
Use their language, not hair jargon, to explain what you are going to do. This instantly reassures the client that you understand them. Match the body posture of the person you’re talking to and the gestures they use. Again, by mirroring or matching them they will feel more comfortable and at ease with you. And most of all smile.
Check, check and check again
Ensure you are 100% clear about what you are going to do before starting anything. This avoids issues arises during, and more importantly, after the service. Explaining why you couldn’t achieve a certain look for them at the end of their visit will look more like a lame excuse than a genuine reason.
Increase salon retail
And finally, ask about their hair care regime at home. This enables you to introduce retail recommendations, improve their daily hair care routine and help them maintain the salon look at home.
Winning Ways Education runs courses throughout the country. Business advice for salon owners by salon owners.