Thanks so much for this! Currently I’m in hair school and I think this is something that should be taught and more focused on. You said it right in the video, when ego enters the picture, that shuts the conversation down. Love your videos
I’ve had a client break downs and admit that she just spent too much money due to financial problems after coming in and saying she was unhappy with their hair, how do you accommodate and take care of those clients to convert their thinking to that their haor is an investment and not an expense
Love your videos. I’m not a hairdresser but I do have a small one-person business and this was really helpful for me in terms of listening skills and great customer service, thanks!
I need help, I have a client that brings a duffle bag of her own supplies and wants to tell me what to use on her for her shampoo/set. She wants me to add globs of mousse and spray gel before I begin to blow dry her hair. I always tell her not to bring all her products because I work BEST with my own but, she just won't stop coaching me on how to set her hair. ..the entire visit every time she never shuts up and coaches me thru what she expects me to do. I have been a stylist for 20 years. The worst part is she is happy every time I am done but it is hell to hear her keep telling me how to work.
Even if it's something thats not able to be corrected (like cutting it too short), still follow the communication process... let them know you can understand why they are upset and that you are ready to work with them to make it right. You could say something like "I understand why you would be upset that your haircut is shorter than you wanted. I'm happy to do whatever I need to do to make this situation right for you." You might even add... "I want to rebuild your trust in my work, so I'm happy to..." and then fill in the blank with what you are willing to offer as a solution.
I hop salons because if I don't really get what I want I need to keep trying new places until I find a person who actually listens and can actually deliver a good haircut. Many times a client thinks their hairdressers are listening because they say oh yes I can do that! But until it's all done you realize nope and have to move on.
liga712 Or you could be a loyal client who still gets treated like it’s Groundhog Day every time you go in they forget what they did last time despite the consultation & you walk out with an unmanageable cut they’ve spent hard earned money on & Now all you could do is wear your hair in a ponytail. Who wants to hop around? It’s not fun for anyone. I’m glad they make these videos because it’s obvious they care about the industry and have a passion for excellence.
Great suggestions! The term customer evangelist is innappropriate. While it may fit in a basic meaning, it's in a weird connection for a buzz word. Guest is bad enough from my perspective.....nothing derogatory with client or customer.
Thanks for your input Heather. We feel that changing up our language is a positive way to change people's experience but definitely respect what you feel is best for you and your clientele.
thank you for the fantastic explanations and papers
Thanks so much for this! Currently I’m in hair school and I think this is something that should be taught and more focused on. You said it right in the video, when ego enters the picture, that shuts the conversation down. Love your videos
Good luck in school and we are so glad this helped you out! Thanks for the love :-)
I’ve had a client break downs and admit that she just spent too much money due to financial problems after coming in and saying she was unhappy with their hair, how do you accommodate and take care of those clients to convert their thinking to that their haor is an investment and not an expense
Love your videos. I’m not a hairdresser but I do have a small one-person business and this was really helpful for me in terms of listening skills and great customer service, thanks!
Thats awesome Jan! Good communication fits in any business :-)
I need help, I have a client that brings a duffle bag of her own supplies and wants to tell me what to use on her for her shampoo/set. She wants me to add globs of mousse and spray gel before I begin to blow dry her hair. I always tell her not to bring all her products because I work BEST with my own but, she just won't stop coaching me on how to set her hair. ..the entire visit every time she never shuts up and coaches me thru what she expects me to do. I have been a stylist for 20 years. The worst part is she is happy every time I am done but it is hell to hear her keep telling me how to work.
What if you can’t correct it’s to short 😅what you will do ?
Even if it's something thats not able to be corrected (like cutting it too short), still follow the communication process... let them know you can understand why they are upset and that you are ready to work with them to make it right. You could say something like "I understand why you would be upset that your haircut is shorter than you wanted. I'm happy to do whatever I need to do to make this situation right for you." You might even add... "I want to rebuild your trust in my work, so I'm happy to..." and then fill in the blank with what you are willing to offer as a solution.
Most unhappy clients are salon hoppers. You need to have a great consultation to prevent an unhappy experience.
A great consultation is definitely the first step to a happy customer.
I hop salons because if I don't really get what I want I need to keep trying new places until I find a person who actually listens and can actually deliver a good haircut. Many times a client thinks their hairdressers are listening because they say oh yes I can do that! But until it's all done you realize nope and have to move on.
liga712 Or you could be a loyal client who still gets treated like it’s Groundhog Day every time you go in they forget what they did last time despite the consultation & you walk out with an unmanageable cut they’ve spent hard earned money on & Now all you could do is wear your hair in a ponytail. Who wants to hop around? It’s not fun for anyone. I’m glad they make these videos because it’s obvious they care about the industry and have a passion for excellence.
Great suggestions! The term customer evangelist is innappropriate. While it may fit in a basic meaning, it's in a weird connection for a buzz word. Guest is bad enough from my perspective.....nothing derogatory with client or customer.
Thanks for your input Heather. We feel that changing up our language is a positive way to change people's experience but definitely respect what you feel is best for you and your clientele.
En castellano porfa no entendí nada jajajja
Sorry, we don't have the ability to translate at the moment.
IM THE FIRST COMMENT😚❤