Be the Ultimate Communicator Behind the Chair
In order to master the consultation, one must first meet certain conditions in order to become a great communicator, advises Glenn Milliet, owner and stylist at Glenn Michael Salon and Spa in Metairie, LA. “What you hear, you will forget. What you see you will remember. And, what you do, you will understand,” says Milliet. “Great communicators are like great musicians and athletes—hours of practice go into making it look easy. When connecting with a client first organize your thoughts, get to the point, and translate what you have to say into benefits for the client, ask questions to involve the listener, be real and be enthusiastic.” According to Milliet, when you are conducting a consultation it’s like being at the theater. Follow his tips below to conduct the perfect consultation:
Ticket Booth: Lobby & Host:
Look incredible, smile and look the client in the eye. Greet every client with a handshake using their name at least three times. Lead your conversations with confidence and enthusiasm. Remember, if you look happy and in charge the client will follow.
Set the Stage:
Make sure your work area is neat, clean and orderly. Set the chair to welcome position and escort the client to the chair. Try setting up your work station like a retail display, it will let your clients see everything you are using on them.
No work can be done until the consultation has been done. Ask them, if they could change anything about their hair, what would they change? Notice texture, density, length, prior clinical services, challenge areas, facial shape. Do not talk to the mirror. Stand to the client’s right side (because we naturally read from left to right) and the client stays focused on what you say. Make eye contact, let the client speak (without interrupting), nod accordingly, speak only after the client has emptied their verbal tank, and then write it down if you can’t remember.
At the end of the appointment you should have done five different things. First is recommendation, listen to what they say, and address their problems. Second is rebooking, inform the client the hair cut you are doing needs to be redone in four to five weeks. Third is retail, prescribe what products they need in order to duplicate the look at home. Fourth is referral, ask for them to recommend their friends. The fifth is retention, do a follow up call 24 hours later and ask if your client is running into any challenges. Follow up with a ‘Thank You’ card.