How to Manage Client Expectations
In a world full of instant gratification it is only natural that clients would ask for drastic hair transformations at the drop of a hat. Everywhere we turn we see celebrities, like the Kardashians, turn their deep brunette shades into platinum blonde overnight and often want the same. Although, while It is our duty as professionals to give our clients what they desire, it is also our responsibility to do so with their [hair’s] best interests at heart. Keep reading to hear a few top tips on how to manage client expectations behind the chair.
Have A Thorough Consultation
Miscommunication can easily lead to mishaps in the salon. Even if a client has brought in images and explained what they are looking for, the end goal can easily get lost in translation. Be sure to carve out sufficient time (at least 10 minutes) to thoroughly analyze your client’s strands and discuss a path forward. In addition to discussing what type of look your client wants, give your client a full assessment of their hair by asking about the hair history, ie. how much heat do they use, when was the last time they got a cut, or have they ever used box dye at home.
Keep Your Tone in Check
We know that you always have the best intentions, but it is important to pay attention to the way you speak to your client. Depending on the relationship you have with them, you’ll want to tread lightly, especially if they have their heart set on a certain finished look. The last thing you want to do is belittle your client or undermine them in any way. Aim to remain calm, cool and collected at all times.
Discuss the Process
Before attempting to create a drastic change, take time to explain the techniques and how much time, investment, aftercare and upkeep is involved. For example, if your dark-haired client wants to go platinum blonde. Tell her that this isn’t a simple “one-and-done” operation— the color needs to be lifted gradually and spread out over multiple sessions to avoid damage. Reassure them that even though the process may not be overnight, you are dedicated to giving them exactly what they want, as long as it doesn’t compromise the integrity of their hair.
Reassure The Client of Your Expertise
No matter how confident your client may be, remember that you know what’s best for their hair. Explain to them about your success with similar requests and stress to your client that not everything seen online is what it seems. Their favorite celebrity may have gone from a level 2 to a level 10+ blonde overnight, but that doesn’t mean that her hair isn’t damaged and falling out.
Inform your Client of the Risks Involved
If your client is steadfast on the road to platinum blonde, be sure to tell your client what exactly could happen if you took her from a level 2 to a level 10 in a single session. Give them the facts and explain to them why you wouldn’t perform this service and that you’re looking out for their best interests. Then, offer them a solution to get them to their goal over time.
Encourage Them to Enjoy the Process
They might not get what they want all at once, or they might find out they love one of the transitional colors in the process. Taking the appropriate amount of time to achieve a certain color doesn’t always have to be a bad thing. Reassure them that you both have the same end goal: creating the hair of their dreams!
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