Client Consultations: 9 Questions That Cover Everything
9 Questions That Cover Everything During The Consultation
Do you want to charge what you’re actually worth? Of course you do! And according to Jason Everett (@jasoneverett), one of the speakers at The Millennium Experience 2018, a simple way to do that is by giving longer, more detailed consultations. While it’ll vary with each guest in your chair, below we’ve got nine things you should try and discuss during each consultation so you can make more money AND ensure more clients are getting what they really want. Check ’em out.
1. So what are we doing today?
It goes without saying but you should always start the consultation by asking clients what they want to do with their hair. If she specified what she wanted when booking online or if you get information in advance from the front desk, you can also say something like, “I see here that you want XYZ today…”
2. What do you love about your hair?
It’s important to know what she loves about her hair so you know what NOT to change about it. Plus, if what she loves would change based on what she said she wanted to get done, you can talk through a solution early on and avoid having to deal with an unhappy client later.
3. What don’t you like about your hair?
Knowing her most pressing dislikes is a great way to prioritize the issues she has about her hair and creates the possibility for add-on services. For example, if she hates how dry her hair feels, you can suggest a deep condition later on for a small additional fee.
4. What type of hair do you have?
Does she have fine hair that naturally dries straight or thick and coarse curls that have a mind of their own? Knowing the type of hair she has will help you determine what color and cutting techniques to use plus what products you should apply later when styling.
5. What products are you using at home?
Find out if your client has a favorite brand, what she’s running low on and if she’s using anything that’s bad for her hair (i.e. shampoo and conditioner that contains sulfate.) Then, use this time to determine which products you should use later in the appointment and which ones you want to try and send her home with.
6. Has anyone ever talked to you about your skin tone?
If not, be sure to let your client know which tones work and which don’t with her skin tone. Not only will she appreciate that you took the time to explain what colors best compliment her skin but it’ll help guide future haircolor appointments.
7. What is your profession?
Your client has always dreamt of rocking millennial pink but she’s a lawyer, which means you always stick to natural hues. Meet her in the middle and mention short-term haircolor options. Not only will it let your client finally give fashion color a try but it’ll get her in your chair anytime she wants to change it up for the weekend only.
8. How much time do you want to spend on your hair?
This might be one of the most important questions you ask during the consultation because it gives you a glimpse at the level of maintenance your client is willing to put in. For example, you might want to steer her away from curtain fringe if she typically spends about 5 minutes in the morning styling her hair. Or if she’s known for not rebooking, maybe suggest a more lived-in look for added brightness instead of committing to all-over platinum.
9. Based on everything you said today, here’s what I recommend…
Okay so this isn’t a question but giving her a “prescription” of products to take home is a great way to sell retail. Let her know that you’re recommending certain products either to help recreate the look at home or to help prolong the life of her new color.
And know this: Don’t feel like you have to rapid fire question after question. Ask follow-up questions if you need her to elaborate, tailor questions based on new vs. returning clients and always find a way to get back to hair if the consultation goes off track.