Consultations are a crucial part of the salon experience, but should stylists charge for their time? In this HJ Debate, three experienced professionals, Michelle Sultan, Jack Howard, and Zoë Rees, share their approaches to client consultations. From in-person and online sessions to paid or complimentary appointments, they reveal how their strategies impact client trust, booking efficiency, and overall service quality. Whether you’re a freelance stylist or salon owner, their insights offer practical guidance for structuring consultations that protect your time while delivering exceptional client care.
Michelle Sultan: Why I Offer Free Hair Consultations to Build Trust
“I don’t charge for consultations. For me, it’s really important that every client feels completely comfortable, confident, and fully understood before we even begin any treatment or service. A consultation is much more than just a quick chat, it’s a chance for me to really listen and to explore what the client wants to achieve, understand their concerns, and share my expertise without the pressure of a price tag attached. I see it as the foundation of building trust and creating the best possible outcome at the appointment. That said, I absolutely understand that time is money and not everyone can make it to the salon for an in-person consultation, so I’ve introduced online consultations over WhatsApp texts, video calls, and photos. This has been a game-changer for me and for clients who live far away or have busy schedules. I literally just had a consultation with a client entirely online, and she was so grateful that she didn’t have to travel - she could share photos, ask questions, and get professional advice all from the comfort of her home. We live in a digital age, and convenience matters. I recognise that people, myself included, are often time-poor so this way allows me to connect, communicate and plan appointments efficiently. Whether in person or online, my goal is always the same: to provide a thorough consultation where the client feels heard and confident moving forward.”
Jack Howard: How Paid Consultations Elevate Client Experience and Commitment
“I absolutely do charge for a consultation. The whole process started for me in London when I was getting people not turning up. I used to resent the fact that people didn't see value in it, so I started charging. I have questions that I personalise for the person in front of me. I write it all down on a piece of paper rather than a digital document so that I can repeat it back to them. It makes it special. It makes me really have a look at that person. It makes them feel like it's quality time with me so that I get to understand their needs. I then take them down to the reception desk and book the appointment after telling them how much it will cost and what's included - the person has a right to say, I don't want that or is there something at a different price point, then it's up to me to be able to offer all of those things to them. I think that a paid consultation elevates everything. It eliminates time wasters. Curious people that are looking for change or who are unhappy with their hair at the moment, will pay for that time with me and know that they will get this thorough debriefing of what's involved. I take photographs, I show them pictures of what I'm talking about and I talk about placement and what we can do within that timeframe. I think that it's something that should be mandatory and within my business, I've made it so that nobody can do a colour without having a consultation beforehand, and nobody can book a colour who's new to the salon without a consultation - there's just no point in it; it causes so many problems and this eliminates all of that.”
Zoë Rees: Including Consultations in Service Value for Comfort and Confidence
“I have decided not to charge for a consultation. I don’t believe there is necessarily a right or wrong answer to this, each stylist has to decide what works best for them, their clients and their business. I don’t charge for a consultation because I want this to be included in the whole value of the service I provide. I want to encourage new and existing clients to feel like they can talk to me openly without feeling pressured to book an appointment. I can discuss expectations with their hair and give them confidence about the results I can achieve and make sure we’re both on the same page. It’s a great opportunity to see if the client is the right “fit” for me. They can see how they feel in my chair and get a feel for the salon and what their experience will be like and I don’t ask clients to book straight away, it’s their choice. It's important to me for my clients to feel happy and comfortable and to build trust right from the first contact. Consultations are also so important to improve the outcome of the client’s whole experience. Each stylist can take a different approach to consultations and charge for their time. I totally respect and understand why some stylists do charge. Consultations can be time consuming because they are very in depth. By charging a fee this shows that their time is valuable as well as their expert knowledge and skills. Stylists will also want to make sure the client is serious about booking because we all know how frustrating a no-show can be! Everyone structures their protocols differently around what works best for them and their business.”
