So you’re a hairstylist, and you want to - not only - understand your client, but also deliver. You want them to be happy, and you want to feel a strong sense of accomplishment when you’ve finished their service. You want to see that big, bright smile on their faces and a tag on their selfie post once they get in the car. You also want to go home feeling high as a kite because you just nailed your work.

Here’s the thing: so often the value of our work is not the actual labour of cutting or coloring the hair, but rather the systems we put into place to ensure that our work is going to pass the test. It’s all of it.

It’s the entire story, from the moment your client steps into the salon, to the moment they go home.

Consultations are a huge part of that system because if you nail your consult, you nail your work. There’s just no getting around it.

I talk about this in depth in my course The Art of Client Consultation.

I have worked in salons and I have been a salon customer for most of my adult life. Needless to say, I have experienced some horror in the chair. In every instance, it was because the hairstylist didn’t care what I had to say and there was virtually no consultation.

So here are 5 ways that you as a hairstylist may be getting your consultations wrong.

Consulting through the mirror.
I would always stand on the side of my station when consulting with clients because I found that talking to them through the mirror just screamed, “I don’t want to be here”. It shows fear and it alienates clients who likes to connect with you.
I know that connecting with every client can be draining, but you don’t have to do it for long, 6 mins tops, and facing them can remove any misunderstandings for the times when they’re pointing at their hair. You’re free to move around of course, but to start, always face your client. It creates comfort.
Sitting on a saddle stool at eye-level with your client is hands down the best way to connect with them and really listen. You’re listening to their body language: how they touch their hair, how they’re feeling that day (are they hunched over?), and you’ll be able to assess whether they’re excited or scared.
It makes you look accessible and relatable.
For the first 3 to 6 minutes, face them, and then you’re free to move behind the chair as you assess what your action plan will be.
Not diagnosing the client’s hair.
The amount of clients who have come to me flustered is pretty high. They have never been told what is going on with their hair and why it’s behaving the way it is, so they use Herbal Essences and think their cut was horrible when they actually had curly hair all along.
I’m able to diagnose my own hair (obviously) because I’m a hairstylist, but the average person has been told a million different things thanks to YouTube, TikTok and Reddit and they don’t know what the truth actually is. This is your chance to shine and showcase your empathy so they trust you.
Most people don’t know what their hair texture or density is. How many times has someone said to you “I have thin hair” when they really meant fine hair? Or they thought they had straight hair when you knew there was a wave in it if it is cut a certain way?
This will always play into how you’re going to help them choose products to purchase, and educate them on why you’ll be choosing a certain look for them.
Not asking how their last service was (if they are a repeat customer).
Skipping this question can be detrimental to your service. Even if they loved their last color or cut, you need to know. If they loved it but they wanted one little thing changed, that should give you a few ideas on what you can work on this time.
If they’re new, you can ask them when their last salon visit was and whether they enjoyed their service - why or why not?
Talking about products when they don’t have a problem to solve.
The reason we carry products and want our clients to use our amazing retail in-salon or through drop shipping (Hello Hairstory) is because our clients are coming to us with a problem that needs help. Dry scalp, dry ends, frizzy hair, etc.
If you’re lightening their hair to a level 10 blonde, they’re going to need an army of products to maintain their hair health and tone; so yes, please talk about the products. Ask them what they’re using at home and explain why your products are better.
But if someone is coming to you having used professional products and they have no issues with their hair, why not skip the product talk?
No client wants to be sold anything they know they don’t need. Salons have a reputation of up-selling, and it can be aggressive, so be that person who doesn’t up-sell.
I once went for a facial at the Shangri-La Hotel in Toronto and the facialist constantly talking about the products she was using with every step. Every time I drifted into relaxation mode, she would tell me this product is blah blah blah.
Respect your client. Ask them if they would like you to talk about the products you’re using. Some will enthusiastically say “Yes!”, and others will say “I’m okay, thank you.” And you might find that the end of your session, the clients who declined are now interested in buying one of your styling products.
Not explaining what you’re doing.
I don’t see many hairstylists doing this and personally would like to see more of this happening in salons.
Again, respect your client by using this as an opportunity to help them co-create with you. The cut or color is a collaborative process, even when the client says “Do whatever you want. I trust you.”
Explaining what you’re doing arms them with information on your thinking process and helps when they come back and you’re like: “Did we thin out your hair last time?”. If you don’t remember, they will, I promise.
If they decide to try another stylist or they move and have to get their hair done somewhere else, they now have an idea of what you did that they liked.
Explain “We’re going to lift your hair to a level 8”, then show them what that looks like, “And tone you with this toner.”
If you’re cutting, explain that you’re creating small cuts at the roots to allow for lift. Once the hair grows, these cuts will continue to allow the haircut to grow out beautifully, and they’ll need a refresh in about 3 months time.
Another great reason to tell them what you’re doing is to stand out from other stylists. Every artist has their own way of doing things, so explain your unique touch.