Over my career as a hairstylist, I came to realize the importance
of knowing how to speak your client’s language. Not everyone is good at communicating and as a hairstylist, it is your job to learn the underlying message in what your client says!
Telling someone they should learn how to speak your client’s language sounds difficult
but is an ability you can develop. If you talk with several people in a day, you will realize each one has a different way of telling what they want. Appointments went perfectly when I learned this. No redos. Here are some client situations you may encounter:
- Some clients do not want change but a friend/family/workplace incident alerted them to the need for a change.
They might try the first appointment but leave looking exactly the same.
- They know they want a new look but they are extremely shy.
They will freak out for a color or long extension change but can grow to love it and become addicted. They also adopt this new style like the first, forever.
- They are stressed that the hair change involves something close to surgery, only they will not be on medication.
Knowing your stuff and explaining in simple terms is the best way to handle this.
- They either are not sure how it will be done and if it can be done but are scared you will laugh in their face if they say it.
You have to diplomatically explain what is required and how it can be achieved., be it that the client does not have the hair or density for the style. However, whatever you say should be the truth or it will come back to haunt you.
- They usually control everything around them and will try to do so for the appointment.
This client always wants control. Each statement is measured and they are observing your air for any lack which they will use to their advantage. Know your job.
- They had relatives that dabbled in hair and they transferred their disdain from that person to you.
This happens in specific cultures and although they know they need expertise to achieve the look, they tend to be dismissive, sometimes condescending. Don’t take it personal. Sometimes they become your best clients because they lack dexterity.
- They come from backgrounds where hairstylists fall off the career scale.
Again, certain cultures, men and “entitled” females. They like when you do not question their authority but you can if you let them “win”.
- Those who will spend thousands of dollars on clothes and shoes but $2 on hair.
Will buy the least amount of hair needed, least expensive and tangly hair but expect a celebrity look when it is done. It is best to tell them up front that the amount of hair is not enough or won’t work. Trying to please them with what they brought will not end well.
- Every hair appointment is a prolonged price negotiation.
You cannot change them. Try not to roll your eyes when they turn up. Stand your ground.
- Clients who are masters of withholding information and will tell you important things to know, in parts, over the time of the appointment.
Mostly when you make a booboo they did not tell you about, like a balding spot. Hopefully, you booked enough time or they are your last client for the day.
Knowing how to speak your clients language is important for your growth and the growth of your business. Learning about client relations should be part of your studies along with the practical aspects.
By Paula Barker, Silkie Locks Hair Design
Books: “Talking Hair”, “Filling My Head” & “Dreadlocks – A Hairstylist’s Manifest”.
Call
(613) 789-2179 For An Appointment If You Are In The Ottawa, Ontario Area.
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