With the staggering increase of images available to clients through social media combined with more extensive hair coloring techniques such as balayage and bright colors, Christian and Alicia Blazevich decided the consultation process at Bespoke Beauty Bar in Wexford, PA, needed to go deeper than a chair-side conversation.
They worked with Passion Squared’s Nina Kovner to develop The Bespoke Tailored Consultation.
Upon arrival at the salon, a new guest is given a detailed questionnaire that takes about 10 minutes to fill out. It asks clients what they love and dislike about their hair, their favorite part of a salon experience, specific questions about hair color, hair design and styling, as well as their typical home grooming routine.
Once the guest turns in the form, the stylist reviews and discusses it with the guest until together they come to a verbal and visual (with photos) plan for proceeding with the service.
“The new consultation experience allows us to dig deeper with guests and their expectations,” says Christian. “Stylists are more comfortable discussing service options, pricing and retail options because it is all taken care of at the beginning of the service. Since maintenance is discussed at the beginning, it plants the seed for rebooking the guest’s next appointment. Our guests have repeatedly commented how impressed they are with our through consultation.”
As a bonus, the confidence that stylists have gained has translated into higher retail and service sales, prebooking rates, and referrals.
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