Offer Your Clients The Perfect Consultation

Go Beyond Customer Service To Create Client Success By Discovering What Your Clients Really Want

San Diego, CA Don’t just let your clients come in to your salon or spa business to receive the same old services time and time again. Find out what they really need by discovering their beautycare challenges, wants and needs before then offering them a full array of creative solutions. Lauren Gartland is the founder of Inspiring Champions, a business training and coaching company working in the professional beauty industry. Gartland regularly instructs beauty professionals on how to conduct the perfect salon and spa consultation, to better serve existing clientele and create ideal clients. Gartland shares, “When you complete a thorough and meaningful consultation, you will help clients see possibilities for their looks and lifestyle that they might not even be aware of yet!”

Not only will you increase your service and retail sales revenues, you will also be increasing client loyalty and trust, attracting new guest referrals and raising your client relationships to an entirely new level. Gartland notes, “By using a set script to perform a salon consultation, you can go way beyond your normal service and retail expectations. First, prepare a detailed questionnaire to review with each of your clients. Practice with your coworkers or friends until you are comfortable with your technique. Always conduct the consultations for every new client and explain to your current clients that you are beginning a new salon system to improve their service.”

First, cover the basics by having clients rate the condition of their hair, their current haircut, haircolor and hairstyle on a scale of 1 to 10. Have them rate the performance and results of their current haircare products, as well as their styling tools. List their specific challenges or concerns and rate the effectiveness of their past treatments. Have them rate their level of commitment to addressing these concerns. Ask if they are able to duplicate their hairstyle at home and what it would take for them to be able to? Ask what is one thing they most want to improve and would make the day’s experience a 10 for them? Estheticians, nail technicians and massage therapists will use the same basics tailored to their services.

Next, try to really discover what services and products will help your clients to fulfill their full potential. Asking meaningful questions and engaging your clients’ imaginations is key to finding the right answers. Ask them ‘Do you want your hair to whisper, talk or scream?’ This will really give you some insight into their psyche. Have them list three words that best describe what they want their hair to say about their personality. They may say, ‘polished, professional and confidant’ or ‘sexy, youthful and fun.’ “Part of your role during the consultation is to help your clients to see the possibilities for their hair and their total image. Answering these types of creative questions will help you to provide them with the right services and products,” Gartland notes.

Repeat the consultations on a regular basis, two or three times a year for haircare clients, so that you can keep up with changes in your clients’ needs. Don’t worry about your clients turning down your service or product recommendations at the consultation. Often, you are just planting a seed for a service they may want at a later date, such as haircolor, highlights or hair extensions. Inspiring Champions offers training courses across the country on business development, with detailed instruction on how to develop salon and spa materials such as the perfect consultation questionnaire. Gartland concludes, “Your goal for the perfect consultation is to create self awareness, by showing your clients a vision of what they can become. Conducting a thorough consultation will ensure that your clients feel listened to, taken care of and know your commitment level. They will get added benefits and results, while you will successfully grow your business.”

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Inspiring Champions is a business and coaching company offering live training camps, coaching and mentoring services, webinars, audio tapes and educational resources.

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Jenny Hogan is the Media Director at Marketing Solutions, Inc., a full-service marketing, advertising and PR agency specializing in the professional beauty business.

For more information:
email MktgSols@MktgSols.com.

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