Rules for communicating with clients in a beauty salon
What is important to consider?
How to behave with clients in a beauty salon before, during and after the procedure and is it worth giving compliments?
Liliya Sivolapova , a practicing master and teacher, founder of the Couturier Hair Academy, gave some advice on this topic; author of the courses “Philosophy of Styling” and “L'ATTACHE”.
Client visit: beginning
If it is necessary to remove outer clothing, the client must be escorted to the wardrobe. Offer tea or coffee to the client - this will help tune in to the procedure. Before washing your hair, you need to find out the client’s wishes regarding the hairstyle. A visual series in the form of photographs will help the client and the master better understand each other. If a client comes with the goal of creating a new image, it would be a good idea to invite him to look through magazines and choose something suitable.
Another important step when a hairdresser begins working with a client’s hair is assessing its condition and selecting all the necessary care products. Under no circumstances should you interrupt or be distracted while communicating with a client in a beauty salon. By not listening carefully, you can miss important details and provide poor quality service.
Communication with a client in a beauty salon
During the procedure, I recommend commenting on your actions. This way the client will understand what you are doing to him and will be able to relax. The client’s mood is an important criterion that must be carefully monitored during the provision of services.
As a rule, the tone of the conversation is chosen by the client, and the master, accordingly, only adjusts. Communication with a client in a beauty salon should not contain ambiguous stories.
Be aware of taboo topics: politics, religion and personal issues. Criticism, negativity, sarcastic remarks and gossip are best left for conversations with friends or acquaintances, but not with clients. It is not recommended to ask personal questions to the client.
End of client visit
Send your client home with a clear understanding of how they can do their own home styling.
While working with the client’s hair, various cosmetics were used, which should be unobtrusively mentioned in the conversation. If interest was noticed in the client’s eyes, then you can talk about how and where they can be purchased for home care. Recommendations for any product must be supported by a story about your own experience using these products.
Before the client leaves, you need to make sure that he is satisfied with the result of the procedure. If the client visited the master for the first time, then upon completion of the procedure you can offer a business card. The client may want to make an immediate appointment for the next visit.
After the service has been provided, escort the client to the reception area and make sure that the person accepting payment is there. While the client is paying for the service, you should not be nearby in the reception area. Under no circumstances should you rush a client to leave. Better give a compliment, and they will come to you more than once.