May 19, 2025 • 34 mins
Do you ever miss the mark with your clients hair cut or color? You miss the end goal that the client wanted? I go over the skills of being an active listener. How the personality code helps you decide how much much detail to go over with the clients.
I give specific verbiage I use everyday to get the conversation going with an open ended question. Opening the conversation to make them comfortable to be honest about what they want is important.
Send me a message if you have any comments.
Thank you for listening. Share this episode with a friend that you think would enjoy it.
I would love it if you took the time to leave a rating or review for the show.
Want me to go more in-depth about anything? Let me know.
Send an email with questions to skahrhoff@live.com.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Shannon Kahrhoff (00:00):
Hello, welcome to the Decoding Clients for
Stylists.
I'm Shannon Kahrhoff.
Today I want to go over how tohelp you understand how to
communicate with your clientsbetter through, the consultation
through just generalconversation with your client.
If you can understand how tophrase your questions and
open-ended questions, it'llchange the whole format of how
(00:24):
you communicate.
If you ask them yes noquestions, you limit what they
can tell you.
If you work with a personalitycode and figure out which
personality your client is, it'samazing how much easier it is to
formulate your questions alittle bit better.
But if they're brand new,straight in your chair and you
(00:47):
haven't figured it out yet, youhave general questions that you
can work on.
But it's all in how you phraseyour question.
If you go in and you are justvery forceful and aggressive,
wanting to make thecommunication as quick as
possible, you shut down a lot ofpersonalities because they need
it phrased a certain way.
(01:09):
You will.
Speak perfectly to a directpersonality.
They want quick, blunt, nononsense crap.
But if you do any otherpersonality, you're going to
almost intimidate them a littlebit, where you're shutting them
down.
I was in a drive through theother day and I wanted to order
something, but the person on thespeaker was very forceful,
(01:30):
direct.
You knew that she didn't wantyou to think about anything or
the idea of wasting her time.
I just did basic, and it's myfault but it was limiting my
free flow of thought, and I justdid my normal generic thing and
that was it.
I wanted ice cream, but becausethe person on the speaker was
(01:54):
forceful.
I didn't take that extra time togo into detail.
And you have that risk ofshutting down your client in
your chair, and if you're notopen to them discussing what
they're wanting,'cause theymight not know exactly what
works for them with the colors,with the, with shape, with the
length, if you shut'em down withvery blunt questions.
(02:19):
You are not doing either of youguys justice.
There's more likely of amiscommunication with exactly
what they're wanting becauseyou're not.
Phrasing it in a friendlymanner.
So always go in there a littlebit more calm, more open, a
little bit more friendly so thatthey feel like you are wanting
(02:40):
to discuss that, discuss theissue, and not just, okay, tell
me exactly what you want so wecan get started and stop wasting
time.
I've been there, I've running,I'm running behind, and you
don't have things put together,so you just need to, cut to the
chase.
Certain personalities that'sintimidating.
They'll just shut down and say,yeah, just do whatever we did
(03:01):
last time.
It's fine.
Or a new client will just say,sure, whatever.
That sounds fine.
And you just totally eliminatedthe idea of communication there.
My general thing is not the mostdetail friendly, but I just go
in lighthearted and say, so whatare we up to today?
(03:22):
What are we doing?
And most personalities are like,oh, okay, let's go.
I want my hair colored, I wantit highlighted.
Great.
What colors are you thinking?
Do you like what you have now?
Do you want to, try a differentcolor?
What do you think?
What do you have in mind today?
And it is open-ended, so they'reable to verbalize exactly what
(03:45):
they're thinking.
They might pull out their phoneto show pictures.
They might have somethingexactly saved on their phone or
a style they had 10 years agothat they absolutely loved, and
they think that's exactly whatthey want.
Perfect.
No big deal.
So you have to pay attention tohow you're phrasing your
(04:05):
questions.
And if you.
Get them to talk.
Now, here's the trick.
You have to understand how to bean active listener.
An active listener means you'reactually listening to them and
learning.
Exactly what they're going, whatthey're wanting to tell you.
But you have to know whatquestions you wanna ask next so
(04:29):
that you can get more detailsout of'em.
So if they say, okay, I wannahighlight, great.
Okay, so what are you thinking?
You want blonde red?
You want what?
What tone of highlight are youthinking?
And they might not know what theheck tone means, and that's
fine, but that's your job tofigure out exactly where their
(04:52):
mind is, their skill level,which, how comfortable they are
with talking about things.
But you have to listen and beable to stretch the conversation
on.
I have seen some people thatthey listen.
To know what they're going tosay next and waiting for them to
(05:14):
stop talking, so then you canput in your 2 cents.
And it's hard sometimes with therule maker personality because
they go into a lot of detail,and if you think about it,
that's perfect because they aregiving you the layout of what
they're thinking.
It's your job to be an activelistener and try to decipher
what they're saying to.
(05:37):
Verify what is in your mind backto them.
So if they're not the mostskilled at our phrases, our
terms with toning and colors andwarm and cool, it's your job to
get your phone out and show thempictures of, this is a cool
tone, blonde.
This is a warm tone blonde.
(05:57):
This is a strawberry blonde, soyou have to go through and.
I wouldn't pull out your Swatchbook'cause it's confusing.
Think how confused you were atthe beginning of your career.
And there's some people thatlove looking through the book
and that's exactly what theywant, but it's easier if you go
(06:19):
through and try to understandexactly what they're meaning.
I love it when people say theywant an Auburn.
Whatever tone it is, Auburn isdifferent for every person.
And if you don't understand thatyou are in trouble because
Auburn can be a light tone to adeep tone depending on the
(06:40):
person.
It could be more of a violettone or it could be a copper
tone, Auburn.
It really depends.
Color, line to color line,person to person.
So you have to do your duediligence and by active
listening you need to be able togo into more specifics.
(07:00):
That's where the whole activelistening thing comes in.
And you are verifying in thenext step exactly how.
They have an idea of what anauburn is.
We do.
Whenever people wanna mo ablonde or a caramel blonde, it's
so different depending on theperson.
A caramel blonde is someonecould be just a warm blonde, but
(07:23):
it could be like a level seven,and it's just a little bit of a
coppery tone to it, so you justhave to understand.
Make sure you guys are on thesame page.
It's the same thing as a drivethrough.
You need to.
Read off the order so that youcan verify that you are on the
(07:44):
same page with you and yourclient.
Because if you just say, greatcopper, red, okay, no problem.
I can do that.
And they get done, you dry it,and they're like, this is not
what I had in mind.
Where the heck did you pull thisfrom?
I don't want orange hair.
And I see this a lot because youdidn't do your due diligence to
(08:06):
verify.
What they wanted was what youthought it was because we're
miles apart, most time betweenwhat we think and what they
think.
Because a lot of it is just whatthey are told on social media,
in magazines, on movies, andit's not always the same thing.
So you have to be carefulexactly what you assume.
(08:31):
And this is where we have a lotof problems and everyone.
Most clients now think thatbecause you show'em a magazine
picture or TikTok picture ofsome celebrity, that you're
gonna be able to precisely matchthat hair color and you need to
do your job and explain to them,this is an inspiration.
(08:54):
This is not gonna be exactlyperfect.
So we will get, I will tweak itto make it precisely for you.
You don't want your hair to bethe Exactly same as the
celebrity.
We wanna make it.
Precise, or we wanna make ituniquely you.
And if you phrase that right toa client, they're gonna be like,
oh, this is just gonna be myhair color.
(09:15):
I'm not going to look likesomeone else.
And you're not gonna do the samehighlight or color as the next
person that comes in your chair.
Most people want to be unique.
They want something that'll beexactly for their skin tone, for
their personality, for their,however they style their hair.
You need to make them feelunique and you need to specify
(09:37):
exactly why.
It's just going to be a idea ora suggestion of how they're
going to turn out.
Now if it's an all over blondeand they want it where there's
no dark in it, it's just aplatinum blonde, eh, you're
gonna have to get pretty darnclose to it.
But if you can't, because theyhave black hair color on their
(09:57):
hair, you need to be careful andmake sure you limit their
expectations.
Under promise and overdeliverbecause if you do that, they
won't be let down.
But you have to be able toexplain to them why this limit
is here because they don'tunderstand that black hair
color, especially box black haircolor, is very hard to remove.
(10:22):
You have to understand that youhave to get through all these
orange stages, and yourcommunication skill is a thing
that saves you in this momentbecause if you go through the
details of explaining whycertain things happen, you don't
have someone saying, but weagreed that we were going to
this platinum blonde.
(10:43):
Why the heck is my hair orangeand streaks of my dark in there?
Naturally, you have tounderstand.
That you're explaining isgetting through to your client.
That extra time can save you.
Having someone trying to get arefund on their hair color,
(11:03):
which is absolutely ridiculous,but you have to make sure that
you explain this.
To your client in a way thatthey can understand with a
direct personality.
You can go in there direct andyou can like, you can just go in
there super easy, simple, say,look, your hair is black.
(11:25):
You have to get it through thepumpkin stage to be able to get
it to the snow stage.
And until you understand howthis all works, we have to do it
through stages or else your hairis gonna fry off and we don't
want the breakage.
You understand that?
And they're like, I don't wantbreakage and I don't want my
hair orange.
It's okay, so let's baby step itfirst.
Let's check out, see what youhave on your hair, and go from
(11:46):
there.
With a, fun loving personality.
You have to say, girl, really,you have to be logical here
because we gotta have some fundifferent hairstyles in there
before we can get you to thatfun, sassy blonde.
You have to work through theprocess, so you have to
understand it's gonna be a fewmonths of getting your hair done
(12:06):
to get it to that blonde gloryof the summer that you want.
They don't want the details.
They wanna know the timeline.
They wanna know why.
You have to do more time on it,but you have to do it in a fun
way because if you bore'em withdetails, they blanked out and
they have no idea what you saidand they miss the whole orange
(12:27):
stage or fried hair stage.
So you have to do it quick andin a fun like manner.
Sometimes that's a challenge tokeep'em focused long enough.
But if you can say, look, wewanna keep all the hair on your
head that we can, so unless youwant extensions, and then we can
just do extensions.
And then it doesn't matter ifyou fry off half your hair
(12:47):
because you've probably want.
From blonde in the summertime todark in the wintertime for the
last five years.
So we need to really be carefulwith this.
So how about I do my best, weorder you some extensions and
next time you can have longflowing blonde hair with as we
work through the dark.
And they'd be like, okay, soundsgreat.
Then you work through thepricing of the extensions and
(13:09):
you do the best you can tolighten up that black hair and
you go from there.
Fun, fun, loving.
You gotta make it entertainingand fun.
Don't bore'em with the details,but you have to make them
understand that basic foundationin a very quick, easy way.
With the rule maker personality.
The rule makers want thedetails, the nitty gritty, down
(13:32):
to the smallest detail, theounce of the bleach that you're
going to use on them.
And they want to know exactlywhat to expect, how much time
you think it's gonna take, andhow long of a process it's gonna
take to get'em to this blonde orwhatever color they want from
the style they come in with.
They wanna know.
Will I walk out the door withthis exact hairstyle?
(13:54):
If not, okay, what do you thinkwe can accomplish today?
And you better pull up a picturebecause those people, these rule
makers, they want to knowexactly what to expect when they
walk out the door.
These are the people that candrive you crazy if you don't
understand.
They want every detail.
They wanna know your confidencelevel that you can be able to
(14:16):
achieve this, that they're gonnahave all the hair on their head
as they walk out the door.
And they wanna know why you'rechoosing this color over that
color.
'cause this is the color I want.
So what the heck do you mean?
You have to have majorconfidence and backbone in
yourself sometimes because theyare gonna be the ones trying to
(14:38):
convince you, but I want thiscolor.
I'm the one who wants to choosemy color, and this is it, and
you need to understand.
You can tell your client, thisis the color you end up with,
but this is not the color I'mgonna apply to your hair because
it's not gonna work.
You have to use an ash tone tocut out the warmth so you get
the right color, or you have toadd a little bit of a warmth to
(14:59):
the color because you'recovering blonde.
You have to be able tounderstand how to have the
confidence when with a rulemaker, because they can be the
Karens.
These Karens want things exactlytheir way.
'cause in their mind they knowthey're right because they did
their research.
Now we are the ones whounderstand the chemistry behind
(15:24):
hair color.
People, we have so muchknowledge that no one
understands the time that wespent in school bleaching out,
hair samples to get to the rightshade of blonde.
They don't do that.
We do.
We understand that.
Do not let your client talk youout of doing what you know is
right, because you're the onewho's gonna be responsible when
(15:46):
they walk out the door with thehair color they don't like, even
though they are the one whothink they know better than you.
Don't do it.
Stand strong and look, you cameto me for a reason.
With rule makers, you have to beable to hold your ground because
they will push you.
They might give you attitudeback, but that's okay.
(16:08):
You're showing your strengthnow.
You steady people.
You're gonna have to work hardat becoming a person that can
stand your ground thatunderstand that you really do
know more than you think.
And you definitely know morethan this person who didn't go
to cosmetology school and hasn'thad the years of experience that
you do.
(16:28):
Because we all know hair colortheory is hard.
It is so hard to understandexactly why different things
work different ways on differenthair colors and different
textures, and we know what we'redoing just.
You lovely, steady people.
Step up your game.
If you don't have theconfidence, fake it because
(16:50):
you're gonna have to do it, orthey're gonna walk all over you
and then they will shred you topieces at the end.
If the hair color is not whatthey expect, I.
Because you're the professional,right?
Why'd you listen to me if itwasn't right.
Not acknowledging their faultsat all.
So those fun are the, so thosepeople that have the rule maker
(17:10):
personality, you have to becareful'cause they can steamroll
you and I have.
I definitely talked people downand I have had to stand my
ground many times.
It was like, look, that is notthe right color for you.
This is not going to work theway you want it.
Trust me, I'm the professional.
That's why I do this.
I have way more experience justbecause that YouTube thing
(17:34):
showed you to that they use.
This doesn't make a difference.
Trust me, your hair isdifferent.
I have to do it a different way,but.
Yeah, these rule makers aregreat people, but they need all
of the details.
If you don't give them thedetails and you leave some step
out, they're gonna be sittingthere questioning your
(17:55):
competency the whole time.
And at the end of the service,even if it's the most precise,
beautiful color ever, that theyactually wanted that doubt's in
there, they're gonna be the oneswho are.
Nitpicking at the end because itlooks warm when it's wet.
So as you're drying it or whileyou're cutting it, it looks
totally different and they havethat warm stage level in their
(18:18):
head, even when it's dry.
Those are the people, these rulemakers are the people that say,
I still see warm, I still seeyellow.
No, it's the self-doubt in theirmind that they had forever.
How long it took for you toprocess their color and apply
it.
It's already in their head.
They've already decided thatit's way too warm, it's not
(18:40):
gonna work.
'cause you didn't hold yourground with them.
You made them feel like youweren't competent.
Who knows how.
But these are the people thatare the Karens and the ones who
are more likely to call youbecause something's just not
right, even though it's the warmtone, light bulb in their
(19:01):
bathroom.
I've had that more than once,but you have to understand where
they're coming from because theythink if you're not confident to
them that you don't know whatyou're doing.
So that's where you have to upyour game and sometimes a little
sass to make sure that you'veproved to them that you know
(19:23):
what you're doing.
Don't be rude because rudenessdoes not work with rule makers
because then they really doubtyou.
They need steady confidence andthen stand your ground.
Because if you don't and youdon't explain to them why you
have to add this shade or whythey're thinking of something
(19:44):
isn't working, you have toknowledge them to death about
this.
And if you still can't get themto.
Back down from what they thinkthey want.
Pull aside someone in your salonthat can back you up.
'cause sometimes that's the onlyway you can do it, because two
minds are better than one tothose rule makers.
(20:04):
You have to prove to themsometimes that what you are
saying is accurate.
I don't know why, but sometimesyou have to push it a little bit
farther.
Now, those steady clients thatyou have in your chair.
These are the ones you have tomake sure you don't go into
strong because you'll intimidatethem too much and then they
(20:29):
won't open their mouth aboutanything.
So you have to be able to walkup to them and you be calm,
Sally, how did your hair worklast time?
Did you like it?
Is there anything we need totweak?
And they're gonna look at yousince you asked, yes, this side
just wasn't laying right, or itwas just a little too long, or a
little too short, and we justneed to.
Work on something, I don't knowwhat's going on.
(20:51):
But by going in gently andcalmly, they feel like they're
able to acknowledge thatsomething wasn't quite right.
And believe me, if it's perfect,they're gonna tell you say, oh
honey, no, it's exactly right.
Do the exact same thing.
And then you sit there oh crap,what did I do?
But it is one of those that youjust go in calm.
(21:12):
And if sometimes, if you knowthese clients and you know that
they don't like to speak upabout anything.
You can just say, so anything weneed to tweak, we doing the same
thing.
How do, what do you think today?
Just ask.
And they're like, they'reprobably gonna tell you.
It's Hey, is there any way wecan get rid of this tone on the
hair?
(21:33):
It's just a little too much.
Or we need to change it up justa little bit.
Can we?
That's what a study says.
Can we, do you mind?
That's a dead giveaway of astudy, but they're not going to
say, Hey, this is what I want.
Here's your pictures.
Study doesn't always bring inpictures.
They just wanna be the leastamount of problem.
Keep it as easy as possible andnot try to burden you with
(21:55):
anything that they want.
And sometimes you have toconvince them for change if it's
needed because.
You have to wait until they'rereally ready for a change for
them to be able to understandexactly why a change is needed.
So whenever you have a client,sit in your chair, start out
(22:16):
with something simple.
I have the same phrase foreveryone.
I would you like your hair donetoday?
Or, how would you like yourhaircut today?
Or, how would you like your haircolored today?
Or do we need to adjust anythingwith your haircut today?
These are all open-endedsentences.
So they're, I'm o I'm invitingthem to tell me what they think.
(22:37):
I'm not saying, Hey, we doingthe same thing today, because
that cuts so many of thepersonalities down.
And for the rule makers, youmight make'em mad because you're
like, oh, I'm not allowed tochange anything.
So open-ended without anythingexpecta, without any
expectations, you do much betterand you will learn the
(22:59):
personalities by you say, sowhat are we doing today?
The rule makers will say, you'recoloring and cutting my hair
today.
Right?
Absolutely.
So how did it work for you lasttime?
And they're going to tell you.
Because you asked an open-endedquestion, and then they feel
free to tell you because this isthe hardest lesson I had to
(23:24):
learn.
Because we want perfection, wewanna make them happy, we wanna
get it right the first time.
Guess what?
We're not perfect.
We have to get precisely step bystep to where they're wanting
it.
And by tweaking it every hairappointment you're getting to
understand their perfect stylesand cuts.
(23:47):
And for those lovely clientsthat love to change their hair
colors every time, oh, chefKiss, because it's amazing being
able to create and plan and havefun with it every time.
Because it might be a smalltweak, it might be a huge change
out, and you get to have funcreating a whole new style for
'em, and you get to see theexcitement in their face.
(24:07):
Nerves do, but that excitementat the end whenever you really
get to see the inspirationpicture turned to magic in their
hair and those people, a lot oftime it's the fun loving people.
That love the change.
They like the versatility ofhaving different things for
different seasons, differentemotions.
(24:27):
You can tell when you haveclients long enough of if
they're going through a hardtime,'cause all of a sudden
they're wanting blah haircolors.
They're wanting just normal,natural, basic.
But those people that want thedramatic changes.
And the bright colors, they'rein a good place.
And it gives you a little hintinto how the conversation's
(24:48):
gonna go through thatappointment just by the colors
that they choose.
And a lot of it is just thelittle details that you notice
over time.
Once you, you realize how muchthey tell you just through how
they phrase different things.
Each personality is differentand over.
(25:08):
The time of learning thesepersonalities.
I'm hoping you're starting tounderstand that a little bit
more.
While you're learning thepersonalities and learning your
clients a little bit more, yourcustomers might actually
understand that you're trying toget to know them a little bit
more, and whenever you hit thatmoment where you can almost
pinpoint how to phrase somethingto them, you can see a little.
(25:32):
Light in their eyes of, oh mygosh.
She's actually understanding me.
She's making sure that it'sexactly what I want.
And that is the sweet spot.
As a stylist and maybe as aclient, because that is what
makes you unique.
You're taking the time to get toknow this client.
(25:52):
Exactly the way they need to begetting to known with exactly
the way they need to be spokento or understood.
Because whenever you makesomeone feel seen and heard,
that doesn't happen a lot inpeople's lives.
A lot of people are justexpected to be the same person
(26:12):
they are through their wholelife.
And overlooked you think abouthow we treat our family members,
our close friends.
We just assume everyone's good.
We just assume that everyone isthe same person they were when
we first got to know them.
Do we actually listen to people?
Do we actually take the time toask questions of different
(26:33):
things?
Everyone's different, but.
It's that unique treatment foreach person that will make you
have loyal clients and you'llbecome friendly with them and
understanding them.
And you'll have so many specialmoments with these people, with
(26:55):
these clients because you'vetaken that extra time to get to
know them.
You've been an active listenerfor someone who is going through
a rough time or, they're losinga family member.
By taking the time andunderstanding that they're
telling you something that theymight not have told anyone and
they can't tell their familybecause they don't wanna add a
(27:16):
burden to them.
Those are the skills that wehave in our hands right now if
we take the time.
Because if you take your twohours of time with this client
and you actually take the timeto listen to them, get to know
them more, you'll.
(27:36):
One, you will feel amazingbecause you actually had a
legitimate connection with thatclient.
It wasn't just surfaceinformation.
You'll actually be able torelate to them a little bit
more.
They will talk to you a littlebit more and they will talk to
the your, they will talk to youabout their concerns more
accurately with their hair, withtheir life.
(27:58):
A lot of people just needsomeone to.
Really hear them and byunderstanding their
personalities and how toactively listen, you'd be amazed
because it's just not a skillthat most people take the time
to understand.
It took me a long time to reallyunderstand that there's a
(28:18):
difference.
'cause I was a one upperconstantly because if someone I
was talking to had a story, Iwas like, oh yeah, I've been
there before.
I know that.
Yeah, I've done that before.
Yeah.
Do you wanna hear my story?
That's not active listening.
You need to listen and ask aquestion from whatever their
(28:42):
response was because there'salways something that you can
add more information to byasking them the right question.
So just listen and figure out.
There's always something thatyou can add One more question
to, to.
Encourage them to go into moredetail because I like it because
(29:06):
I don't have to think of thingsto talk about.
I'm a little bit more privateabout my own personal life
behind the chair because.
One, I'm boring.
I don't do a lot of stuff, but Idon't feel like my clients
really care that I'm cleaning myhouse on the weekends or working
on different projects or readingdifferent books.
It is one of those things that Itry to limit what I talk about
(29:28):
so I don't waste their time.
And there's clients that arevery close to me and I tell them
a little bit more, but I don'tgo into a lot of my own stuff
because I don't wanna take uptheir time and.
There's, yeah, it's, I keep mineshort and sweet most time.
(29:49):
I've probably told more privatedetails of my life on this
podcast than I have to most themultitude of my clients because
it's not something I feel that Ineed to burden them with my
problems, with wasting the timethat I could actively listen to
them and let them.
(30:09):
Enjoy their time a lot.
So it's just something I try tokeep focused on that I am
spending their time be in thechair.
Their time in the chair is thefocus is on them, on their life,
what they're tr, what they'redoing or the struggles that they
have.
I let them talk it out and to meit's amazing, but.
(30:34):
I know it, it can be a burden attimes.
It's if it goes dark, but I havelearned how to release some of
the negativity and the thesorrow that I hear from my
clients to try to not bring ithome.
There are some that, it touchesme too much and it is.
It is hard sometimes when youcare for someone in your chair,
(30:55):
but overall, it's a greatblessing to have these people in
my chair and understand them alittle bit more so the.
The one thing I want you to takefrom this episode is I want you
to really understand and thinkabout how you start your
consultation, how you welcomethem into your space, and how
(31:19):
you start it.
I shampoo everyone that comesin.
I shampoo before my colorsbecause of my hair color, and
they have that time to relax alittle bit in the shampoo bowl.
And then I get to my chair andI'm combing out the hair, and
that's when I start theconsultation most of the time.
So how did your hair work foryou this time?
Is there any complications,anything we need to work on?
(31:42):
Okay.
And it's so what are we doingfor your color today?
Did you like it last time?
So focus on the words you say.
Now, if you're anything like me,it's like asking a client, where
do they part their hair?
You ask the question andeveryone blanks.
You have to actually encouragethem to just do the action of
(32:03):
parting their hair so they knowwhich way it is.
So listen to yourself whenyou're working.
Understand how you phrasethings.
What's your tone?
Because each tone is differentfor each personality.
But start out neutral.
Try not to be too intense, tooloud, too crazy.
Unless your personality's crazy,then you can just roll with it.
(32:24):
But listen to yourself on howyou do consultations.
If you could focus on it for oneday in the salon with each
person that comes into yourspace.
You might get a hint of how youdo things and you might
understand how to tweak it alittle bit, and it'll be fun to
see how many differentpersonalities you have sitting
in your chair one day to thenext and understand why you're
(32:48):
more drained one day to thenext.
Because those strongpersonalities, the direct, the
fun loving, those are the onesthat have the capability of
exhausting you a little bitmore.
Because they're more intense.
The direct is very, as it says,direct, they want things done.
Short, simple, and there's morepressure on you.
(33:08):
The fun loving, it's keepingyour patience and trying to
follow the conversationsometimes.
So understand what yourexpectation is, how you handle
different things, and work onpinpointing what personality
that client is.
And sometimes you can understandit just by your past experiences
(33:30):
with them in your space, and askthem the questions that you
think might work better forthem.
A way to calm them down if youfeel like it's going to go off
the rail a little bit, but byphrasing your consultation
questions the right way.
You'll actually get moreaccomplished.
(33:50):
You'll understand how to get thedetails out of'em, their
thoughts out of them, and you'llbe able to have even better
results from your clients by theCO, by getting the expectations
that they want and you telling'em yourself how you plan on
doing things, if that's thepersonality that needs it.
(34:14):
So have some fun.
Figure out your clients andfigure out the right phrases for
yourself on how to talk to yourclients about what they're, what
they want outta your service forthat day.
Go have fun.
Have a great week.
I'll see you next week.
Hello, welcome to the Decoding Clients for
Stylists.
I'm Shannon Kahrhoff.
Today I want to go over how tohelp you understand how to
communicate with your clientsbetter through, the consultation
through just generalconversation with your client.
If you can understand how tophrase your questions and
open-ended questions, it'llchange the whole format of how
(00:24):
you communicate.
If you ask them yes noquestions, you limit what they
can tell you.
If you work with a personalitycode and figure out which
personality your client is, it'samazing how much easier it is to
formulate your questions alittle bit better.
But if they're brand new,straight in your chair and you
(00:47):
haven't figured it out yet, youhave general questions that you
can work on.
But it's all in how you phraseyour question.
If you go in and you are justvery forceful and aggressive,
wanting to make thecommunication as quick as
possible, you shut down a lot ofpersonalities because they need
it phrased a certain way.
(01:09):
You will.
Speak perfectly to a directpersonality.
They want quick, blunt, nononsense crap.
But if you do any otherpersonality, you're going to
almost intimidate them a littlebit, where you're shutting them
down.
I was in a drive through theother day and I wanted to order
something, but the person on thespeaker was very forceful,
(01:30):
direct.
You knew that she didn't wantyou to think about anything or
the idea of wasting her time.
I just did basic, and it's myfault but it was limiting my
free flow of thought, and I justdid my normal generic thing and
that was it.
I wanted ice cream, but becausethe person on the speaker was
(01:54):
forceful.
I didn't take that extra time togo into detail.
And you have that risk ofshutting down your client in
your chair, and if you're notopen to them discussing what
they're wanting,'cause theymight not know exactly what
works for them with the colors,with the, with shape, with the
length, if you shut'em down withvery blunt questions.
(02:19):
You are not doing either of youguys justice.
There's more likely of amiscommunication with exactly
what they're wanting becauseyou're not.
Phrasing it in a friendlymanner.
So always go in there a littlebit more calm, more open, a
little bit more friendly so thatthey feel like you are wanting
(02:40):
to discuss that, discuss theissue, and not just, okay, tell
me exactly what you want so wecan get started and stop wasting
time.
I've been there, I've running,I'm running behind, and you
don't have things put together,so you just need to, cut to the
chase.
Certain personalities that'sintimidating.
They'll just shut down and say,yeah, just do whatever we did
(03:01):
last time.
It's fine.
Or a new client will just say,sure, whatever.
That sounds fine.
And you just totally eliminatedthe idea of communication there.
My general thing is not the mostdetail friendly, but I just go
in lighthearted and say, so whatare we up to today?
(03:22):
What are we doing?
And most personalities are like,oh, okay, let's go.
I want my hair colored, I wantit highlighted.
Great.
What colors are you thinking?
Do you like what you have now?
Do you want to, try a differentcolor?
What do you think?
What do you have in mind today?
And it is open-ended, so they'reable to verbalize exactly what
(03:45):
they're thinking.
They might pull out their phoneto show pictures.
They might have somethingexactly saved on their phone or
a style they had 10 years agothat they absolutely loved, and
they think that's exactly whatthey want.
Perfect.
No big deal.
So you have to pay attention tohow you're phrasing your
(04:05):
questions.
And if you.
Get them to talk.
Now, here's the trick.
You have to understand how to bean active listener.
An active listener means you'reactually listening to them and
learning.
Exactly what they're going, whatthey're wanting to tell you.
But you have to know whatquestions you wanna ask next so
(04:29):
that you can get more detailsout of'em.
So if they say, okay, I wannahighlight, great.
Okay, so what are you thinking?
You want blonde red?
You want what?
What tone of highlight are youthinking?
And they might not know what theheck tone means, and that's
fine, but that's your job tofigure out exactly where their
(04:52):
mind is, their skill level,which, how comfortable they are
with talking about things.
But you have to listen and beable to stretch the conversation
on.
I have seen some people thatthey listen.
To know what they're going tosay next and waiting for them to
(05:14):
stop talking, so then you canput in your 2 cents.
And it's hard sometimes with therule maker personality because
they go into a lot of detail,and if you think about it,
that's perfect because they aregiving you the layout of what
they're thinking.
It's your job to be an activelistener and try to decipher
what they're saying to.
(05:37):
Verify what is in your mind backto them.
So if they're not the mostskilled at our phrases, our
terms with toning and colors andwarm and cool, it's your job to
get your phone out and show thempictures of, this is a cool
tone, blonde.
This is a warm tone blonde.
(05:57):
This is a strawberry blonde, soyou have to go through and.
I wouldn't pull out your Swatchbook'cause it's confusing.
Think how confused you were atthe beginning of your career.
And there's some people thatlove looking through the book
and that's exactly what theywant, but it's easier if you go
(06:19):
through and try to understandexactly what they're meaning.
I love it when people say theywant an Auburn.
Whatever tone it is, Auburn isdifferent for every person.
And if you don't understand thatyou are in trouble because
Auburn can be a light tone to adeep tone depending on the
(06:40):
person.
It could be more of a violettone or it could be a copper
tone, Auburn.
It really depends.
Color, line to color line,person to person.
So you have to do your duediligence and by active
listening you need to be able togo into more specifics.
(07:00):
That's where the whole activelistening thing comes in.
And you are verifying in thenext step exactly how.
They have an idea of what anauburn is.
We do.
Whenever people wanna mo ablonde or a caramel blonde, it's
so different depending on theperson.
A caramel blonde is someonecould be just a warm blonde, but
(07:23):
it could be like a level seven,and it's just a little bit of a
coppery tone to it, so you justhave to understand.
Make sure you guys are on thesame page.
It's the same thing as a drivethrough.
You need to.
Read off the order so that youcan verify that you are on the
(07:44):
same page with you and yourclient.
Because if you just say, greatcopper, red, okay, no problem.
I can do that.
And they get done, you dry it,and they're like, this is not
what I had in mind.
Where the heck did you pull thisfrom?
I don't want orange hair.
And I see this a lot because youdidn't do your due diligence to
(08:06):
verify.
What they wanted was what youthought it was because we're
miles apart, most time betweenwhat we think and what they
think.
Because a lot of it is just whatthey are told on social media,
in magazines, on movies, andit's not always the same thing.
So you have to be carefulexactly what you assume.
(08:31):
And this is where we have a lotof problems and everyone.
Most clients now think thatbecause you show'em a magazine
picture or TikTok picture ofsome celebrity, that you're
gonna be able to precisely matchthat hair color and you need to
do your job and explain to them,this is an inspiration.
(08:54):
This is not gonna be exactlyperfect.
So we will get, I will tweak itto make it precisely for you.
You don't want your hair to bethe Exactly same as the
celebrity.
We wanna make it.
Precise, or we wanna make ituniquely you.
And if you phrase that right toa client, they're gonna be like,
oh, this is just gonna be myhair color.
(09:15):
I'm not going to look likesomeone else.
And you're not gonna do the samehighlight or color as the next
person that comes in your chair.
Most people want to be unique.
They want something that'll beexactly for their skin tone, for
their personality, for their,however they style their hair.
You need to make them feelunique and you need to specify
(09:37):
exactly why.
It's just going to be a idea ora suggestion of how they're
going to turn out.
Now if it's an all over blondeand they want it where there's
no dark in it, it's just aplatinum blonde, eh, you're
gonna have to get pretty darnclose to it.
But if you can't, because theyhave black hair color on their
(09:57):
hair, you need to be careful andmake sure you limit their
expectations.
Under promise and overdeliverbecause if you do that, they
won't be let down.
But you have to be able toexplain to them why this limit
is here because they don'tunderstand that black hair
color, especially box black haircolor, is very hard to remove.
(10:22):
You have to understand that youhave to get through all these
orange stages, and yourcommunication skill is a thing
that saves you in this momentbecause if you go through the
details of explaining whycertain things happen, you don't
have someone saying, but weagreed that we were going to
this platinum blonde.
(10:43):
Why the heck is my hair orangeand streaks of my dark in there?
Naturally, you have tounderstand.
That you're explaining isgetting through to your client.
That extra time can save you.
Having someone trying to get arefund on their hair color,
(11:03):
which is absolutely ridiculous,but you have to make sure that
you explain this.
To your client in a way thatthey can understand with a
direct personality.
You can go in there direct andyou can like, you can just go in
there super easy, simple, say,look, your hair is black.
(11:25):
You have to get it through thepumpkin stage to be able to get
it to the snow stage.
And until you understand howthis all works, we have to do it
through stages or else your hairis gonna fry off and we don't
want the breakage.
You understand that?
And they're like, I don't wantbreakage and I don't want my
hair orange.
It's okay, so let's baby step itfirst.
Let's check out, see what youhave on your hair, and go from
(11:46):
there.
With a, fun loving personality.
You have to say, girl, really,you have to be logical here
because we gotta have some fundifferent hairstyles in there
before we can get you to thatfun, sassy blonde.
You have to work through theprocess, so you have to
understand it's gonna be a fewmonths of getting your hair done
(12:06):
to get it to that blonde gloryof the summer that you want.
They don't want the details.
They wanna know the timeline.
They wanna know why.
You have to do more time on it,but you have to do it in a fun
way because if you bore'em withdetails, they blanked out and
they have no idea what you saidand they miss the whole orange
(12:27):
stage or fried hair stage.
So you have to do it quick andin a fun like manner.
Sometimes that's a challenge tokeep'em focused long enough.
But if you can say, look, wewanna keep all the hair on your
head that we can, so unless youwant extensions, and then we can
just do extensions.
And then it doesn't matter ifyou fry off half your hair
(12:47):
because you've probably want.
From blonde in the summertime todark in the wintertime for the
last five years.
So we need to really be carefulwith this.
So how about I do my best, weorder you some extensions and
next time you can have longflowing blonde hair with as we
work through the dark.
And they'd be like, okay, soundsgreat.
Then you work through thepricing of the extensions and
(13:09):
you do the best you can tolighten up that black hair and
you go from there.
Fun, fun, loving.
You gotta make it entertainingand fun.
Don't bore'em with the details,but you have to make them
understand that basic foundationin a very quick, easy way.
With the rule maker personality.
The rule makers want thedetails, the nitty gritty, down
(13:32):
to the smallest detail, theounce of the bleach that you're
going to use on them.
And they want to know exactlywhat to expect, how much time
you think it's gonna take, andhow long of a process it's gonna
take to get'em to this blonde orwhatever color they want from
the style they come in with.
They wanna know.
Will I walk out the door withthis exact hairstyle?
(13:54):
If not, okay, what do you thinkwe can accomplish today?
And you better pull up a picturebecause those people, these rule
makers, they want to knowexactly what to expect when they
walk out the door.
These are the people that candrive you crazy if you don't
understand.
They want every detail.
They wanna know your confidencelevel that you can be able to
(14:16):
achieve this, that they're gonnahave all the hair on their head
as they walk out the door.
And they wanna know why you'rechoosing this color over that
color.
'cause this is the color I want.
So what the heck do you mean?
You have to have majorconfidence and backbone in
yourself sometimes because theyare gonna be the ones trying to
(14:38):
convince you, but I want thiscolor.
I'm the one who wants to choosemy color, and this is it, and
you need to understand.
You can tell your client, thisis the color you end up with,
but this is not the color I'mgonna apply to your hair because
it's not gonna work.
You have to use an ash tone tocut out the warmth so you get
the right color, or you have toadd a little bit of a warmth to
(14:59):
the color because you'recovering blonde.
You have to be able tounderstand how to have the
confidence when with a rulemaker, because they can be the
Karens.
These Karens want things exactlytheir way.
'cause in their mind they knowthey're right because they did
their research.
Now we are the ones whounderstand the chemistry behind
(15:24):
hair color.
People, we have so muchknowledge that no one
understands the time that wespent in school bleaching out,
hair samples to get to the rightshade of blonde.
They don't do that.
We do.
We understand that.
Do not let your client talk youout of doing what you know is
right, because you're the onewho's gonna be responsible when
(15:46):
they walk out the door with thehair color they don't like, even
though they are the one whothink they know better than you.
Don't do it.
Stand strong and look, you cameto me for a reason.
With rule makers, you have to beable to hold your ground because
they will push you.
They might give you attitudeback, but that's okay.
(16:08):
You're showing your strengthnow.
You steady people.
You're gonna have to work hardat becoming a person that can
stand your ground thatunderstand that you really do
know more than you think.
And you definitely know morethan this person who didn't go
to cosmetology school and hasn'thad the years of experience that
you do.
(16:28):
Because we all know hair colortheory is hard.
It is so hard to understandexactly why different things
work different ways on differenthair colors and different
textures, and we know what we'redoing just.
You lovely, steady people.
Step up your game.
If you don't have theconfidence, fake it because
(16:50):
you're gonna have to do it, orthey're gonna walk all over you
and then they will shred you topieces at the end.
If the hair color is not whatthey expect, I.
Because you're the professional,right?
Why'd you listen to me if itwasn't right.
Not acknowledging their faultsat all.
So those fun are the, so thosepeople that have the rule maker
(17:10):
personality, you have to becareful'cause they can steamroll
you and I have.
I definitely talked people downand I have had to stand my
ground many times.
It was like, look, that is notthe right color for you.
This is not going to work theway you want it.
Trust me, I'm the professional.
That's why I do this.
I have way more experience justbecause that YouTube thing
(17:34):
showed you to that they use.
This doesn't make a difference.
Trust me, your hair isdifferent.
I have to do it a different way,but.
Yeah, these rule makers aregreat people, but they need all
of the details.
If you don't give them thedetails and you leave some step
out, they're gonna be sittingthere questioning your
(17:55):
competency the whole time.
And at the end of the service,even if it's the most precise,
beautiful color ever, that theyactually wanted that doubt's in
there, they're gonna be the oneswho are.
Nitpicking at the end because itlooks warm when it's wet.
So as you're drying it or whileyou're cutting it, it looks
totally different and they havethat warm stage level in their
(18:18):
head, even when it's dry.
Those are the people, these rulemakers are the people that say,
I still see warm, I still seeyellow.
No, it's the self-doubt in theirmind that they had forever.
How long it took for you toprocess their color and apply
it.
It's already in their head.
They've already decided thatit's way too warm, it's not
(18:40):
gonna work.
'cause you didn't hold yourground with them.
You made them feel like youweren't competent.
Who knows how.
But these are the people thatare the Karens and the ones who
are more likely to call youbecause something's just not
right, even though it's the warmtone, light bulb in their
(19:01):
bathroom.
I've had that more than once,but you have to understand where
they're coming from because theythink if you're not confident to
them that you don't know whatyou're doing.
So that's where you have to upyour game and sometimes a little
sass to make sure that you'veproved to them that you know
(19:23):
what you're doing.
Don't be rude because rudenessdoes not work with rule makers
because then they really doubtyou.
They need steady confidence andthen stand your ground.
Because if you don't and youdon't explain to them why you
have to add this shade or whythey're thinking of something
(19:44):
isn't working, you have toknowledge them to death about
this.
And if you still can't get themto.
Back down from what they thinkthey want.
Pull aside someone in your salonthat can back you up.
'cause sometimes that's the onlyway you can do it, because two
minds are better than one tothose rule makers.
(20:04):
You have to prove to themsometimes that what you are
saying is accurate.
I don't know why, but sometimesyou have to push it a little bit
farther.
Now, those steady clients thatyou have in your chair.
These are the ones you have tomake sure you don't go into
strong because you'll intimidatethem too much and then they
(20:29):
won't open their mouth aboutanything.
So you have to be able to walkup to them and you be calm,
Sally, how did your hair worklast time?
Did you like it?
Is there anything we need totweak?
And they're gonna look at yousince you asked, yes, this side
just wasn't laying right, or itwas just a little too long, or a
little too short, and we justneed to.
Work on something, I don't knowwhat's going on.
(20:51):
But by going in gently andcalmly, they feel like they're
able to acknowledge thatsomething wasn't quite right.
And believe me, if it's perfect,they're gonna tell you say, oh
honey, no, it's exactly right.
Do the exact same thing.
And then you sit there oh crap,what did I do?
But it is one of those that youjust go in calm.
(21:12):
And if sometimes, if you knowthese clients and you know that
they don't like to speak upabout anything.
You can just say, so anything weneed to tweak, we doing the same
thing.
How do, what do you think today?
Just ask.
And they're like, they'reprobably gonna tell you.
It's Hey, is there any way wecan get rid of this tone on the
hair?
(21:33):
It's just a little too much.
Or we need to change it up justa little bit.
Can we?
That's what a study says.
Can we, do you mind?
That's a dead giveaway of astudy, but they're not going to
say, Hey, this is what I want.
Here's your pictures.
Study doesn't always bring inpictures.
They just wanna be the leastamount of problem.
Keep it as easy as possible andnot try to burden you with
(21:55):
anything that they want.
And sometimes you have toconvince them for change if it's
needed because.
You have to wait until they'rereally ready for a change for
them to be able to understandexactly why a change is needed.
So whenever you have a client,sit in your chair, start out
(22:16):
with something simple.
I have the same phrase foreveryone.
I would you like your hair donetoday?
Or, how would you like yourhaircut today?
Or, how would you like your haircolored today?
Or do we need to adjust anythingwith your haircut today?
These are all open-endedsentences.
So they're, I'm o I'm invitingthem to tell me what they think.
(22:37):
I'm not saying, Hey, we doingthe same thing today, because
that cuts so many of thepersonalities down.
And for the rule makers, youmight make'em mad because you're
like, oh, I'm not allowed tochange anything.
So open-ended without anythingexpecta, without any
expectations, you do much betterand you will learn the
(22:59):
personalities by you say, sowhat are we doing today?
The rule makers will say, you'recoloring and cutting my hair
today.
Right?
Absolutely.
So how did it work for you lasttime?
And they're going to tell you.
Because you asked an open-endedquestion, and then they feel
free to tell you because this isthe hardest lesson I had to
(23:24):
learn.
Because we want perfection, wewanna make them happy, we wanna
get it right the first time.
Guess what?
We're not perfect.
We have to get precisely step bystep to where they're wanting
it.
And by tweaking it every hairappointment you're getting to
understand their perfect stylesand cuts.
(23:47):
And for those lovely clientsthat love to change their hair
colors every time, oh, chefKiss, because it's amazing being
able to create and plan and havefun with it every time.
Because it might be a smalltweak, it might be a huge change
out, and you get to have funcreating a whole new style for
'em, and you get to see theexcitement in their face.
(24:07):
Nerves do, but that excitementat the end whenever you really
get to see the inspirationpicture turned to magic in their
hair and those people, a lot oftime it's the fun loving people.
That love the change.
They like the versatility ofhaving different things for
different seasons, differentemotions.
(24:27):
You can tell when you haveclients long enough of if
they're going through a hardtime,'cause all of a sudden
they're wanting blah haircolors.
They're wanting just normal,natural, basic.
But those people that want thedramatic changes.
And the bright colors, they'rein a good place.
And it gives you a little hintinto how the conversation's
(24:48):
gonna go through thatappointment just by the colors
that they choose.
And a lot of it is just thelittle details that you notice
over time.
Once you, you realize how muchthey tell you just through how
they phrase different things.
Each personality is differentand over.
(25:08):
The time of learning thesepersonalities.
I'm hoping you're starting tounderstand that a little bit
more.
While you're learning thepersonalities and learning your
clients a little bit more, yourcustomers might actually
understand that you're trying toget to know them a little bit
more, and whenever you hit thatmoment where you can almost
pinpoint how to phrase somethingto them, you can see a little.
(25:32):
Light in their eyes of, oh mygosh.
She's actually understanding me.
She's making sure that it'sexactly what I want.
And that is the sweet spot.
As a stylist and maybe as aclient, because that is what
makes you unique.
You're taking the time to get toknow this client.
(25:52):
Exactly the way they need to begetting to known with exactly
the way they need to be spokento or understood.
Because whenever you makesomeone feel seen and heard,
that doesn't happen a lot inpeople's lives.
A lot of people are justexpected to be the same person
(26:12):
they are through their wholelife.
And overlooked you think abouthow we treat our family members,
our close friends.
We just assume everyone's good.
We just assume that everyone isthe same person they were when
we first got to know them.
Do we actually listen to people?
Do we actually take the time toask questions of different
(26:33):
things?
Everyone's different, but.
It's that unique treatment foreach person that will make you
have loyal clients and you'llbecome friendly with them and
understanding them.
And you'll have so many specialmoments with these people, with
(26:55):
these clients because you'vetaken that extra time to get to
know them.
You've been an active listenerfor someone who is going through
a rough time or, they're losinga family member.
By taking the time andunderstanding that they're
telling you something that theymight not have told anyone and
they can't tell their familybecause they don't wanna add a
(27:16):
burden to them.
Those are the skills that wehave in our hands right now if
we take the time.
Because if you take your twohours of time with this client
and you actually take the timeto listen to them, get to know
them more, you'll.
(27:36):
One, you will feel amazingbecause you actually had a
legitimate connection with thatclient.
It wasn't just surfaceinformation.
You'll actually be able torelate to them a little bit
more.
They will talk to you a littlebit more and they will talk to
the your, they will talk to youabout their concerns more
accurately with their hair, withtheir life.
(27:58):
A lot of people just needsomeone to.
Really hear them and byunderstanding their
personalities and how toactively listen, you'd be amazed
because it's just not a skillthat most people take the time
to understand.
It took me a long time to reallyunderstand that there's a
(28:18):
difference.
'cause I was a one upperconstantly because if someone I
was talking to had a story, Iwas like, oh yeah, I've been
there before.
I know that.
Yeah, I've done that before.
Yeah.
Do you wanna hear my story?
That's not active listening.
You need to listen and ask aquestion from whatever their
(28:42):
response was because there'salways something that you can
add more information to byasking them the right question.
So just listen and figure out.
There's always something thatyou can add One more question
to, to.
Encourage them to go into moredetail because I like it because
(29:06):
I don't have to think of thingsto talk about.
I'm a little bit more privateabout my own personal life
behind the chair because.
One, I'm boring.
I don't do a lot of stuff, but Idon't feel like my clients
really care that I'm cleaning myhouse on the weekends or working
on different projects or readingdifferent books.
It is one of those things that Itry to limit what I talk about
(29:28):
so I don't waste their time.
And there's clients that arevery close to me and I tell them
a little bit more, but I don'tgo into a lot of my own stuff
because I don't wanna take uptheir time and.
There's, yeah, it's, I keep mineshort and sweet most time.
(29:49):
I've probably told more privatedetails of my life on this
podcast than I have to most themultitude of my clients because
it's not something I feel that Ineed to burden them with my
problems, with wasting the timethat I could actively listen to
them and let them.
(30:09):
Enjoy their time a lot.
So it's just something I try tokeep focused on that I am
spending their time be in thechair.
Their time in the chair is thefocus is on them, on their life,
what they're tr, what they'redoing or the struggles that they
have.
I let them talk it out and to meit's amazing, but.
(30:34):
I know it, it can be a burden attimes.
It's if it goes dark, but I havelearned how to release some of
the negativity and the thesorrow that I hear from my
clients to try to not bring ithome.
There are some that, it touchesme too much and it is.
It is hard sometimes when youcare for someone in your chair,
(30:55):
but overall, it's a greatblessing to have these people in
my chair and understand them alittle bit more so the.
The one thing I want you to takefrom this episode is I want you
to really understand and thinkabout how you start your
consultation, how you welcomethem into your space, and how
(31:19):
you start it.
I shampoo everyone that comesin.
I shampoo before my colorsbecause of my hair color, and
they have that time to relax alittle bit in the shampoo bowl.
And then I get to my chair andI'm combing out the hair, and
that's when I start theconsultation most of the time.
So how did your hair work foryou this time?
Is there any complications,anything we need to work on?
(31:42):
Okay.
And it's so what are we doingfor your color today?
Did you like it last time?
So focus on the words you say.
Now, if you're anything like me,it's like asking a client, where
do they part their hair?
You ask the question andeveryone blanks.
You have to actually encouragethem to just do the action of
(32:03):
parting their hair so they knowwhich way it is.
So listen to yourself whenyou're working.
Understand how you phrasethings.
What's your tone?
Because each tone is differentfor each personality.
But start out neutral.
Try not to be too intense, tooloud, too crazy.
Unless your personality's crazy,then you can just roll with it.
(32:24):
But listen to yourself on howyou do consultations.
If you could focus on it for oneday in the salon with each
person that comes into yourspace.
You might get a hint of how youdo things and you might
understand how to tweak it alittle bit, and it'll be fun to
see how many differentpersonalities you have sitting
in your chair one day to thenext and understand why you're
(32:48):
more drained one day to thenext.
Because those strongpersonalities, the direct, the
fun loving, those are the onesthat have the capability of
exhausting you a little bitmore.
Because they're more intense.
The direct is very, as it says,direct, they want things done.
Short, simple, and there's morepressure on you.
(33:08):
The fun loving, it's keepingyour patience and trying to
follow the conversationsometimes.
So understand what yourexpectation is, how you handle
different things, and work onpinpointing what personality
that client is.
And sometimes you can understandit just by your past experiences
(33:30):
with them in your space, and askthem the questions that you
think might work better forthem.
A way to calm them down if youfeel like it's going to go off
the rail a little bit, but byphrasing your consultation
questions the right way.
You'll actually get moreaccomplished.
(33:50):
You'll understand how to get thedetails out of'em, their
thoughts out of them, and you'llbe able to have even better
results from your clients by theCO, by getting the expectations
that they want and you telling'em yourself how you plan on
doing things, if that's thepersonality that needs it.
(34:14):
So have some fun.
Figure out your clients andfigure out the right phrases for
yourself on how to talk to yourclients about what they're, what
they want outta your service forthat day.
Go have fun.
Have a great week.
I'll see you next week.
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