First things first.
I have always despised math. It was my worst subject in school. I am definitely a visual person, so
abstract things, like math (including paperwork, bookkeeping & computer programs) make my brain hurt. I remember my dad helping me to understand math concepts when I was in school growing up & even though I probably cannot recall howto “do” most of those mathematic principles, I remember one most important common sense rule that applies to what we, as hairdressers, do everyday. Over & over again, Dad would say, “Robyn, you have to learn the basics first” Over the years, he would only have to say one word…”Basics” & I would know what he meant. I remember rolling my eyes when I would hear that word. Now as an adult, I understand why it is so true.
So, try to avoid rolling your eyes while I bring you back to the basics. The most important thing of all is (I’m only going to say one word) CONSULTATION!
A winning consultation takes you beyond being an ordinary hairdresser, gets you connecting with your client, and turns you into an extraordinary one! When you do an excellent consultation and train your client to expect it, you will not only win that client, but you will get referrals and win your clients friends as well.
So, let’s go into what makes an outstanding consultation.
We have all been tempted to rush this most basic and important part of our service, but this should never be and I hope to be able to show you why. The most important thing that we can do, as hairdressers, is to connect with our clients. Never, never rush as your client will feel this. As in the words of, Jessie Briggs, Salon Owner, The Extension King & Caribbean Drea…, says inThe Real Hair Truth documentary, “Treat every client as if it is the first time they were ever in your salon.” Consultations should be given to every client, every time.
Start out by making your client feel welcome. Give them a professional handshake. To help you connect, take the time to notice the color of your client’s eyes. Are they hazel,
brown, or blue? Look long enough to really notice. Smile, this will help them feel relaxed. Say hello, and introduce yourself. Here is an example of what I would say:
“Hello (so & so), I’m Robyn. I’m the owner here at Shear Miracles & I will be doing your hair today. Welcome. I’m glad you are here. Would you like to sit down? “
Offer them to sit down while turning the chair toward them, then slowly turn the chair to face the mirror.
I like to be a customer once in a while and see what other salons and stylists are doing. (I always do this as a customer in disguise.) I would encourage you to do this as well. It is a great learning experience! So many times, even in the best salons that I have visited,this very basic thing (a proper greeting) is missing or done wrong. So often it starts out something like this:
“So, what are we doing today?”
Let me ask you a question. What makes you pay top dollar for a service? (I’d love you to answer this as comments.) I believe that the bottom line is having our needs met and feeling fulfilled. How do we achieve this beyond the welcome?
The very first key is good communication. This is the ability to ask the right questions and listen in a way that your client feels heard and understood. Learn to really listen. It’s best to focus. Be calm and have a clear mind. You cannot truly listen if you are thinking about what your plans are after work, how busy your may be that day, etc.

Creating useful dialogue begins with the right opening after your professional welcome. Take control and set the tone with a positive statement like, “You have nice texture to your hair. The color we do today will really compliment it well. Before we get started, I’d like to ask you a few questions, is that OK?” This gets your client to feel confident from the start. Remember to use eye contact. Do not only look at your client through the mirror. Ask open-ended questions & repeat what your client says back to them. Use visuals to clarify, such a pictures or your hands, as we will discuss later.
This is so important that I cannot stress it enough. I remember as a young hairdresser making a client very upset. I was doing an “amateur” consultation with a young girl who told me she wanted a layer in the front while pointing to her fringe area. I assumed that she was speaking about a bang. So, I proceeded to give her what I thought was a
fabulous cut & style. I turned her around to see herself in the mirror and to my surprise, she freaked out! She said, (really loud, I might add) “You gave me bangs! I didn’t want bangs!” Needless to say, she was never a client of mine again, nor did I win her friends. The old saying of what happens when you ASS U ME was experienced by me that day!
So, what kind of questions should we ask?
As stated before we want to connect. So to accomplish this we must get to know about their lifestyle. What does your client do professionally? How much time do they take styling their hair? Asking what are her favorite magazines, will give you a clue to her values, interests & what is important to her. Ask open-ended questions and always repeat what the client tells you. Some more examples are, “How would you describe your style?”, “When you aren’t tan, how would you describe your skin color?”, “What is the #1 concern you have for your hair?”, “Is their anything you dislike about your hair right now?” Take into consideration the age of your client.
Vivianne MacKinder, of HairdresserTV.com, teaches, “We want to give a look that complimentswho she is & doesn’t compete with who she is.
We must take into consideration our client’s face shape. Ask your client, “Do you have a favorite feature?” Look at their bone structure. Use your hands to frame their face. Do they look better closed in or opened up? Study their hair-line & face shape. Is it oval, diamond, heart, round or square?

Turn them sideways & look in the mirror. Is their face shape concave, straight or convex? Look at the position of their forehead in proportion to their nose & chin. Keep in mind that you want the hair style to look good all the way around. We are sculptors, not painters.

Another important factor that many hairdressers overlook is their clients body type. The cape is around their neck covering up their body. All we see is their head sticking out of the top & we forget that their hairstyle needs to be proportionate to their shoulders & the rest of their body! Is their body type an apple, banana, hourglass or a pear shape?

How tall is your client? At this point, ask your client to stand up. I am extremely short. I am only 4′ 10″ tall. Imagine if I had really long hair. Looking at me from the back, it would cut me in half & would shorten my waistline. Now imagine if I had a larger behind (which I don’t, by the way!) & had a pear shape body? Long hair would accentuate the area that I may not want to look any larger! So, think about it, do you want to lengthen the waist or shorten the waist? What would be complimentary?
What kind of hair texture will you be working with? Do a thorough hair analysis. Check the following:
- porosity
- elasticity
- density or abundance
- do they have natural or color-treated hair
- is there grey or white hair?
- is the hair fine, medium or course?
- is there any styling product build-up
(let them know this will never happen if they are using Shear Miracles Organic Salon Productsexclusively)
Ask them to describe their hair to you. Ask them what they like & don’t like about their hair. If a client wants to fight their natural texture, it’s very important to ask them if they will be willing to put the time into styling it. Explain to them that it will take some effort on their part. You may also want to suggest some treatments with them at this point, such as a keratin treatment or a texture wave. This bring us to the next question.
Is your client high or low maintenance? This is important to find out before you decide what style to give them. For instance, if you talk your client into getting a keratin treatment & color with highlights, how often will they need to come back to maintain this look & how much money will they need to expect to invest? Is your client a soccer mom with a limited income or a single professional? Also, remember as the years go by priorities change & they can fluctuate between high & low maintenance. Understanding & being sensitive to this will create loyalty & trust between you & your client.
Last but not least, clients appreciate knowing how you plan to proceed. Explain to them the expected results, the time it will take, how often they will have to plan on maintaining this look & the amount of money they will be investing.

Now I know that this may seem like a lot, but really once this becomes a natural part of what you do, it only take a few short minutes & the rewards are well worth it!
Start putting into practice anything you may have overlooked & let me know your results!