Curly Consultations: 5 Ways To Make Clients Feel Comfortable
5 Steps To Make Curly Consultations Comfortable
The secret to keeping a new guest coming back to your chair is an honest consultation. But for curly clients that have dealt with bad salon experiences, moving to a new stylist or salon can create some serious anxiety. To help create a space that is comfortable, we asked DevaCurl Certified Curl Specialist Christin Brown (@curlfactor) to share her best consultation tips for making clients feel at ease and setting up the service for success.
Scroll for her advice on how to build confidence before an appointment, why making a connection is important and how to learn their hair history without shame.
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1. Build Confidence & Excitement With A Pre-Appointment Survey
When a client books an appointment, send them a survey to complete before they come in. This will let them know you are serious about their hair needs and ensure there are no surprises. “The survey really allows you to go into the appointment with an informative game plan and gets the client involved in the process,” Christin explains.
Sending an enthusiastic reminder is a great way to make sure they fill out the survey on time. “I always like to say, ‘Hey, this is really going to set your appointment up for success. I can’t wait to see you when you come in!’ Use your enthusiasm to get the client excited and to show that you are looking forward to seeing them,” she explains.
Some key points to include in the survey:
- Have the client describe their haircare routine.
- Give them instructions on how to arrive at their appointment. Christin prefers a wash-and-go style so she can see how the hair falls naturally.
- A brief description of their hair history.
2. Ease Anxiety By Sitting Down To Talk
Ease a nervous client’s discomfort by sitting down to start the consultation. “Pulling up a chair and locking eyes with them lets them know that they have your full attention and that they are the only client that matters to you,” Christin explains.
Once the initial introduction is over, ask for their permission to touch their hair and then stand up. Curly clients need to be confident with your touch, so have them identify any problem areas or concerns and let them know you see and understand what they are saying. Don’t be afraid to sit back down with them to chat some more, consultations are conversations and should be easy and fluid.
3. Learn Their Hair History—Without Shame
It’s never OK to make any client feel bad or shame them for past hair mistakes. If the client is rehabbing damaged locks, talk to them about their hair goals and create a strategic plan for the future. Let them know how each future appointment will contribute to their end goal and assure them you are on this journey together.
“It’s really important to put back the confidence they lost. Let them know you are going on this journey together,” Christin says.
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4. Don’t Treat Them Like A Trophy Client
Let your client know you appreciate them choosing you and trusting you with their hair. But don’t draw extra attention to them (good or bad) by bringing other stylists over to check them out. “That can make someone really, really uncomfortable,” Christin explains. “You want to make them feel special and unique but avoid putting them on blast in any kind of way.”
5. Suggest A Style That Embraces Their Hair
Avoid suggesting styles clients will have trouble recreating or don’t fit with their lifestyle. Instead, help them embrace their hair and be comfortable styling it themselves. Don’t be afraid to ask for specifics, like if they are super active or maybe sometimes wear their hair straight.
“As a stylist I want whatever cut or style I suggest to support how my client wears her hair 90 percent of the time,” Christin explains.
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