10 rules for communicating with clients
Hairdresser's recommendations
A client’s positive impression of the artist and the salon depends on many factors. The hairdresser’s communication style plays an important role and determines whether the client will return to the salon again or not.
How to behave with a client, and what is better not to talk about with him, said expert Liliya Sivolapova, a practicing master and teacher, founder of the Couturier Hair Academy; author of the courses “Philosophy of Styling” and L'ATTACHE.
When working and, accordingly, communicating with a client, I recommend:
- Do not criticize other masters, beauty salons and cosmetic brands. First of all, it's unethical. And secondly, it is dangerous for your image and reputation. You never know which salon the client has been served in before and which hairdresser he will decide to contact next time.
- Do not criticize the client's hair. Perhaps the platinum blonde with several perms thinks her locks are in great condition. When discussing the condition of your hair, you need to be as delicate as possible; replace the words “burnt, bad, falling off...” with the more professional designations “dry, porous, brittle, not thick or unruly.”
- While working, try not to communicate with other clients or colleagues. While you are working with a person, your attention belongs to him. If this is necessary, be sure to apologize, step away and discuss all your issues.
- Do not talk on the phone while working. Especially when doing a haircut or haircut, hold the phone between your shoulder and ear.
- Don’t swear, don’t be indignant and control yourself. Always maintain your self-respect.
What to talk about while working?
- Talk about the advantages and characteristics of your client’s hair. Be sure to listen to the person’s complaints and wishes: what doesn’t suit him about his hair, what effect he would like to achieve. Give your recommendations for care, but not in the form of “buy our cosmetics,” but sincere individual advice. The client will appreciate it.
- Give the client a few compliments. The occasions can be different: a blouse, well-groomed hair or makeup. Don't be shy about sincerely praising the person.
- For the future, suggest how you could change the haircut or its elements in the future, play with styling. Perhaps the client does not need this at the stage immediately after visiting you, but such advice will always come in handy.
- If you made an inaccuracy or made a mistake in something, do not be afraid to admit it - this can happen to anyone. Don't argue and insist that you are right. Try to correct the error as quickly as possible.
- Check with the client whether he is comfortable, whether the water is hot, whether you hurt him when you pinned the hair with a hairpin, etc. Show care and attention. When the work is already completed, do not forget to see the client off and wish him a good day or a good weekend.