November 21, 2021 • 13 mins
The most important part of any service is building trust with your guest. Working in a hair salon is one of the most personable jobs on the market. You get the opportunity to be a Day maker everyday. you have the opportunity to meet people one on one and build relationships. The best way to build a great relationship with a guest is a great client consultation. In this episode I talk about the most important part of any hair service is the consultation first and foremost.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:01):
Hey, you guys welcome to Blueleaf connections, where
we bridge the gap between thestudent and the licensed
professional.
I just want to say, I've missedyou guys.
I have had some things going on.
So it's been awhile.
I will fill you in on everythingthat I've had going on later.
But tonight I wanna talk to you.
One-on-one face-to-face well,not really face to face, but I
(00:25):
want to talk to you.
One-on-one about the importanceof a thorough consultation.
The consultation is the mostimportant part of the service
that you will have with yourguests.
The consultation gives you theopportunity to build trust and
(00:46):
explain expectations to yourguests, not just their
expectations of what they wantyou to do, but you know, you're
going to explain to them yourexpectations, uh, you know, what
you can do for them.
You want to make thatconsultation very personal.
You want to make sure that youare in a place where you can pay
(01:10):
close attention to the guests,because they are coming to you
for a certain reason, whetherthey called over the phone, they
saw your work online.
They walked in regardless theuniverse, and that person chose
you to perform a specificsurface on them.
So you want to make sure you areall in when doing a client
(01:33):
consultation, one of the firstthings that you want to do, um,
you want to make sure you'regreeting is very, you know, open
and warm.
You want to make that guest feelcomfortable during the client
consultation.
Um, I don't know if I stayed atbefore, but this is this.
(01:54):
The client consultation givesyou the opportunity to build
trust.
So you don't want to be abruptwith that guest.
You want to greet them with asmile eye contact.
You want to make sure you exudeconfidence, a level of humility.
(02:15):
You want to, you're going to begiven off a lot of things, a lot
of different vibes when doing aconsultation, but you want to
make sure that the vibes thatyou give off to that guest to
the new guests or at returningguests are positive vibes.
Once you have introducedyourself, you got to know the
client a little bit and youknow, sometimes they'll start,
(02:35):
you know, talking to you beforeyou can even answer questions.
If they do that, just go aheadand listen.
So once the introduction is setin place and you know who she
is, or he is vice versa, youwant to take out an intake form.
You know, when you go to thedoctor, they give you this form
and it's 5 million questions onthe form and you, them out, you
(02:59):
check yes or no, or, um, I'vehad this, or I haven't had this.
Well, your intake form is goingto be a little bit like that,
but it's going to be gearedtowards the hair.
Um, it might be some things onthere that really had that.
It might not have anything to dowith the hair, like when the
client's birthday is, or, um,some, some intake forms we'll
(03:21):
ask if the client is on anyspecific medications, because
sometimes that alters the hairand certain, certain medications
do.
Um, and if you're familiar withcertain medications, that's
great.
Um, usually the guests will tellyou, you know, my doctor said
that this is a side effect andit may cause thinning, or it may
cause some shedding.
(03:43):
So these are the things that aregoing to be on the intake form.
So you're going to give yourguests ample enough time to fill
out that intake form.
Once they have that intake formcomplete, you want to stay, you
know, to your guests.
Can I have a few minutes to readover this?
So you want to go and read overthe intake form.
(04:05):
You want to read over itcarefully and thoroughly.
So you have an understanding ofthe history of your client's
hair, but I guess that's right,because when you go into the
doctor's office, they get ahistory of your health.
So when you have your clientfill out the intake form, you're
going to get a history of theirhair, which helps some stylists
(04:28):
don't use intake forms.
I like to use the intake formbecause on that form, depending
on, you know, what you havegoing on, sometimes you can't
remember every question that youmay need to ask that guests.
And then they leave me like, ohman, I should have asked him
them.
When was what type of shampoothey use?
(04:49):
I don't know.
It could be anything, but theintake form helps you remember
what to ask that question.
So you've gone over the intakeform.
Once you've gone over the intakeform, it may be some things on
there that you don't understand.
Make sure you ask open-endedquestions about the things that
(05:09):
you might not understand, um, tobe clear.
So you've gone over the intakeform.
So you're going to talk aboutthe styles, the cuts, the
colors, the extensions, theexpectations of the guests.
So you're going to listen towhat that guests, what she wants
away.
He wants.
You're going to thoroughlylisten.
(05:30):
And once you listen to what theywant, you're going to go back
and you're going to repeat backto them.
What they told you.
Once you repeat back to them,what they've told you, then you
it's your turn to use yourlicense, use your
professionalism to say, yes,ma'am.
I can do that.
(05:50):
Or no, ma'am I don't thinkyou're here strong enough for
that service, but we can, I canoffer you this.
You want to always
Speaker 2 (05:57):
Have an alternative.
You want to be truthful aboutthe time that it may take you to
get them to that style, or itmay be a technique that you have
no idea about doing don't agreeto something that you don't know
or you don't understand.
You want to make sure that ifyou are performing a service
that you are well-trained andperforming that service, you
(06:19):
want to make sure that if youperform that service, that the
guests, that the integrity ofthe hair of the guests can take
that service.
The client will respect you.
The guests will respect you morefor being truthful with him or
her about what you can do, whatyou can't do about what can be
(06:41):
done to their hair and what cannot be done to their hair.
They just don't want you toagree to everything that they
say, you know, in a perfectworld.
Sometimes you get that perfectguest to where, you know, you
can do that technique and youknow, you can do that style and
you knock it out of the park.
Other instances, you know, it,it's not a perfect world.
(07:03):
Maybe I want to say 70% of thetime, you're going to get a
guest that has some challengesor that, you know, might need a
color correction.
You can eventually get them tothat, but explain to them the
journey.
So once you have done that, andI will say this, when you are
doing a consultation with theguests, having your look book,
which means you, that, you know,your pictures that you take on
(07:25):
Instagram, that you can kind ofshow them your work.
A lot of times, a client willbring in a photo.
And that photo has beenfiltered, has been tampered.
Um, it's from another stylist,that's posted it.
You have no idea what techniquethey use.
You're just guessing at it.
So sometimes it helps.
If you can pull up a picture ofyour own, that's similar to what
(07:48):
the guest brought in.
And then you guys go back andforth with that.
So once you guys, once you andyour guests, you guys have
agreed on the style, agreed on acolor, agreed on a technique.
You want to talk to them aboutmaintenance and upkeep.
You just don't want to do thatservice and let them go.
You need to let them know howoften they need to come back and
(08:11):
get their rates routes done.
You need to let that guests knowhow often they need to come back
and get their extension, themaintenance on their extensions,
or for anything that they get.
You need to let them know whatthe cost is, how often they need
to come.
Not only that you need to letthem know what take home
products.
They need to take care of theirhair, how to comb their hair,
(08:35):
how to style it.
You know, don't put your flatiron too hot.
Don't make sure you have heatprotection.
You need to make sure that yougo over all of these things with
your guests.
And one of the most importantthings, when you're sitting
there, you want to make sure youquote a price before you start
(08:55):
on their head.
You don't want to start applyingthe color.
And you say, oh, by the way,this really is a color.
Correction is going to be$400 or$500, or it might be$60.
You don't know what thatperson's budget is.
So you want to make sure thatbefore you start any service,
(09:15):
you quote a price.
So to kind of recap and, andtalk to you, go over what I'm
saying.
You want to make sure you builta good, strong, solid
relationship with that clientwith a returning client.
(09:35):
Just because you've donesomeone's hair before.
That does not negate that theyneed a consultation.
They might want somethingdifferent.
You want to treat your newguests, just like your, oh gosh,
your, oh gosh, just like yournew guests.
You want to give each person whocomes in to visit you.
You want to give them that wowfactor.
(09:56):
You want to make them feelspecial.
You want them to know that theyare special because they're
coming to you for a service.
Not only just for a service, butthey are coming to you.
Not just to look good, butthey're coming to you to feel
good.
Because if you can make someonelook good, you're going to make
them feel good.
And sometimes it's not evenabout the service that you're
(10:17):
performing.
It's about someone listening tothem because sometimes people
don't have someone to actuallylisten and hear what they're
saying.
A lot of times in our industry,our job goes a little further
than actually being ahairstylist or a barber.
(10:37):
We are counselors sometimes.
And sometimes being a counselormeans just sit back and listen
to what that guest is saying.
One of the things that I like todo when I'm doing a
consultation, I really don'tlike, consultating where the
guest is looking in the mirrorand I'm standing behind them
looking in the mirror.
I like to come around to thefront of the chair and give eye
(11:03):
to eye contact as if I'm havinga conversation, because it makes
it more personable for me.
It does.
I like to look in your face.
I don't want to look in yourface through the mirror.
So, you know, that works for me.
It might not work for everybody,but that's something that I
really feel comfortable doingbecause I feel like I'm making
it more personable, actuallytaking the time to look in your
(11:27):
eyes and understand what you'resaying and tell you, yes, we can
do this.
This will be greater.
You know, explaining the processto you.
My goal when I'm doing aconsultation is to make sure
that I build trust because thatperson, you know, as new, when
you're doing your firstconsultation, that that's a new
(11:48):
person.
You want to build trust.
When you build trust with aperson, referrals will come.
So the consultation, just like Istated at the beginning, the
consultation is the mostimportant part of the service.
The consultation will set you upfor success, or it will set you
up for failure.
Blueleaf connections podcast.
(12:08):
We want to set you up forsuccess.
So the things you want to do,you want to listen.
You want to have them fill outan intake form.
You want to tell them about athome maintenance.
You want to let them know howoften they need to come back
into the salon.
You need to quote that price.
Don't be scared to quote theprice.
They're either going to say yesor no.
(12:29):
And if it's something that's alittle too expensive, give them
an alternative.
Don't just say, Hey, this iswhat it is.
Give it alternative.
And you know, maybe they'llbuild up to that price.
So you always want to definitelyhit every angle, have
compassion, be humble, buildtrust.
Those are the things that youwant to do.
(12:51):
You want to do a greatconsultation, make a great first
impression and be great for thatguest.
My name is Tamika Morgan, andthis is a blue leaf connections.
Hopefully I'll be talking to youguys soon.
Thank you so much for taking thetime to listen.
If you have ever have anyquestions or comments or
concerns, my website iswww.tomakeamortgage.com or find
(13:17):
me on Instagram, or you can findme working at blue Lee salon.
Thanks.
You guys have a good night.
Hey, you guys welcome to Blueleaf connections, where
we bridge the gap between thestudent and the licensed
professional.
I just want to say, I've missedyou guys.
I have had some things going on.
So it's been awhile.
I will fill you in on everythingthat I've had going on later.
But tonight I wanna talk to you.
One-on-one face-to-face well,not really face to face, but I
(00:25):
want to talk to you.
One-on-one about the importanceof a thorough consultation.
The consultation is the mostimportant part of the service
that you will have with yourguests.
The consultation gives you theopportunity to build trust and
(00:46):
explain expectations to yourguests, not just their
expectations of what they wantyou to do, but you know, you're
going to explain to them yourexpectations, uh, you know, what
you can do for them.
You want to make thatconsultation very personal.
You want to make sure that youare in a place where you can pay
(01:10):
close attention to the guests,because they are coming to you
for a certain reason, whetherthey called over the phone, they
saw your work online.
They walked in regardless theuniverse, and that person chose
you to perform a specificsurface on them.
So you want to make sure you areall in when doing a client
(01:33):
consultation, one of the firstthings that you want to do, um,
you want to make sure you'regreeting is very, you know, open
and warm.
You want to make that guest feelcomfortable during the client
consultation.
Um, I don't know if I stayed atbefore, but this is this.
(01:54):
The client consultation givesyou the opportunity to build
trust.
So you don't want to be abruptwith that guest.
You want to greet them with asmile eye contact.
You want to make sure you exudeconfidence, a level of humility.
(02:15):
You want to, you're going to begiven off a lot of things, a lot
of different vibes when doing aconsultation, but you want to
make sure that the vibes thatyou give off to that guest to
the new guests or at returningguests are positive vibes.
Once you have introducedyourself, you got to know the
client a little bit and youknow, sometimes they'll start,
(02:35):
you know, talking to you beforeyou can even answer questions.
If they do that, just go aheadand listen.
So once the introduction is setin place and you know who she
is, or he is vice versa, youwant to take out an intake form.
You know, when you go to thedoctor, they give you this form
and it's 5 million questions onthe form and you, them out, you
(02:59):
check yes or no, or, um, I'vehad this, or I haven't had this.
Well, your intake form is goingto be a little bit like that,
but it's going to be gearedtowards the hair.
Um, it might be some things onthere that really had that.
It might not have anything to dowith the hair, like when the
client's birthday is, or, um,some, some intake forms we'll
(03:21):
ask if the client is on anyspecific medications, because
sometimes that alters the hairand certain, certain medications
do.
Um, and if you're familiar withcertain medications, that's
great.
Um, usually the guests will tellyou, you know, my doctor said
that this is a side effect andit may cause thinning, or it may
cause some shedding.
(03:43):
So these are the things that aregoing to be on the intake form.
So you're going to give yourguests ample enough time to fill
out that intake form.
Once they have that intake formcomplete, you want to stay, you
know, to your guests.
Can I have a few minutes to readover this?
So you want to go and read overthe intake form.
(04:05):
You want to read over itcarefully and thoroughly.
So you have an understanding ofthe history of your client's
hair, but I guess that's right,because when you go into the
doctor's office, they get ahistory of your health.
So when you have your clientfill out the intake form, you're
going to get a history of theirhair, which helps some stylists
(04:28):
don't use intake forms.
I like to use the intake formbecause on that form, depending
on, you know, what you havegoing on, sometimes you can't
remember every question that youmay need to ask that guests.
And then they leave me like, ohman, I should have asked him
them.
When was what type of shampoothey use?
(04:49):
I don't know.
It could be anything, but theintake form helps you remember
what to ask that question.
So you've gone over the intakeform.
Once you've gone over the intakeform, it may be some things on
there that you don't understand.
Make sure you ask open-endedquestions about the things that
(05:09):
you might not understand, um, tobe clear.
So you've gone over the intakeform.
So you're going to talk aboutthe styles, the cuts, the
colors, the extensions, theexpectations of the guests.
So you're going to listen towhat that guests, what she wants
away.
He wants.
You're going to thoroughlylisten.
(05:30):
And once you listen to what theywant, you're going to go back
and you're going to repeat backto them.
What they told you.
Once you repeat back to them,what they've told you, then you
it's your turn to use yourlicense, use your
professionalism to say, yes,ma'am.
I can do that.
(05:50):
Or no, ma'am I don't thinkyou're here strong enough for
that service, but we can, I canoffer you this.
You want to always
Speaker 2 (05:57):
Have an alternative.
You want to be truthful aboutthe time that it may take you to
get them to that style, or itmay be a technique that you have
no idea about doing don't agreeto something that you don't know
or you don't understand.
You want to make sure that ifyou are performing a service
that you are well-trained andperforming that service, you
(06:19):
want to make sure that if youperform that service, that the
guests, that the integrity ofthe hair of the guests can take
that service.
The client will respect you.
The guests will respect you morefor being truthful with him or
her about what you can do, whatyou can't do about what can be
(06:41):
done to their hair and what cannot be done to their hair.
They just don't want you toagree to everything that they
say, you know, in a perfectworld.
Sometimes you get that perfectguest to where, you know, you
can do that technique and youknow, you can do that style and
you knock it out of the park.
Other instances, you know, it,it's not a perfect world.
(07:03):
Maybe I want to say 70% of thetime, you're going to get a
guest that has some challengesor that, you know, might need a
color correction.
You can eventually get them tothat, but explain to them the
journey.
So once you have done that, andI will say this, when you are
doing a consultation with theguests, having your look book,
which means you, that, you know,your pictures that you take on
(07:25):
Instagram, that you can kind ofshow them your work.
A lot of times, a client willbring in a photo.
And that photo has beenfiltered, has been tampered.
Um, it's from another stylist,that's posted it.
You have no idea what techniquethey use.
You're just guessing at it.
So sometimes it helps.
If you can pull up a picture ofyour own, that's similar to what
(07:48):
the guest brought in.
And then you guys go back andforth with that.
So once you guys, once you andyour guests, you guys have
agreed on the style, agreed on acolor, agreed on a technique.
You want to talk to them aboutmaintenance and upkeep.
You just don't want to do thatservice and let them go.
You need to let them know howoften they need to come back and
(08:11):
get their rates routes done.
You need to let that guests knowhow often they need to come back
and get their extension, themaintenance on their extensions,
or for anything that they get.
You need to let them know whatthe cost is, how often they need
to come.
Not only that you need to letthem know what take home
products.
They need to take care of theirhair, how to comb their hair,
(08:35):
how to style it.
You know, don't put your flatiron too hot.
Don't make sure you have heatprotection.
You need to make sure that yougo over all of these things with
your guests.
And one of the most importantthings, when you're sitting
there, you want to make sure youquote a price before you start
(08:55):
on their head.
You don't want to start applyingthe color.
And you say, oh, by the way,this really is a color.
Correction is going to be$400 or$500, or it might be$60.
You don't know what thatperson's budget is.
So you want to make sure thatbefore you start any service,
(09:15):
you quote a price.
So to kind of recap and, andtalk to you, go over what I'm
saying.
You want to make sure you builta good, strong, solid
relationship with that clientwith a returning client.
(09:35):
Just because you've donesomeone's hair before.
That does not negate that theyneed a consultation.
They might want somethingdifferent.
You want to treat your newguests, just like your, oh gosh,
your, oh gosh, just like yournew guests.
You want to give each person whocomes in to visit you.
You want to give them that wowfactor.
(09:56):
You want to make them feelspecial.
You want them to know that theyare special because they're
coming to you for a service.
Not only just for a service, butthey are coming to you.
Not just to look good, butthey're coming to you to feel
good.
Because if you can make someonelook good, you're going to make
them feel good.
And sometimes it's not evenabout the service that you're
(10:17):
performing.
It's about someone listening tothem because sometimes people
don't have someone to actuallylisten and hear what they're
saying.
A lot of times in our industry,our job goes a little further
than actually being ahairstylist or a barber.
(10:37):
We are counselors sometimes.
And sometimes being a counselormeans just sit back and listen
to what that guest is saying.
One of the things that I like todo when I'm doing a
consultation, I really don'tlike, consultating where the
guest is looking in the mirrorand I'm standing behind them
looking in the mirror.
I like to come around to thefront of the chair and give eye
(11:03):
to eye contact as if I'm havinga conversation, because it makes
it more personable for me.
It does.
I like to look in your face.
I don't want to look in yourface through the mirror.
So, you know, that works for me.
It might not work for everybody,but that's something that I
really feel comfortable doingbecause I feel like I'm making
it more personable, actuallytaking the time to look in your
(11:27):
eyes and understand what you'resaying and tell you, yes, we can
do this.
This will be greater.
You know, explaining the processto you.
My goal when I'm doing aconsultation is to make sure
that I build trust because thatperson, you know, as new, when
you're doing your firstconsultation, that that's a new
(11:48):
person.
You want to build trust.
When you build trust with aperson, referrals will come.
So the consultation, just like Istated at the beginning, the
consultation is the mostimportant part of the service.
The consultation will set you upfor success, or it will set you
up for failure.
Blueleaf connections podcast.
(12:08):
We want to set you up forsuccess.
So the things you want to do,you want to listen.
You want to have them fill outan intake form.
You want to tell them about athome maintenance.
You want to let them know howoften they need to come back
into the salon.
You need to quote that price.
Don't be scared to quote theprice.
They're either going to say yesor no.
(12:29):
And if it's something that's alittle too expensive, give them
an alternative.
Don't just say, Hey, this iswhat it is.
Give it alternative.
And you know, maybe they'llbuild up to that price.
So you always want to definitelyhit every angle, have
compassion, be humble, buildtrust.
Those are the things that youwant to do.
(12:51):
You want to do a greatconsultation, make a great first
impression and be great for thatguest.
My name is Tamika Morgan, andthis is a blue leaf connections.
Hopefully I'll be talking to youguys soon.
Thank you so much for taking thetime to listen.
If you have ever have anyquestions or comments or
concerns, my website iswww.tomakeamortgage.com or find
(13:17):
me on Instagram, or you can findme working at blue Lee salon.
Thanks.
You guys have a good night.
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