The art of the consultation
Published
14th Aug 2007
by
sophieh
The consultation is the first part of the client journey and it is vital that it is conducted in a professional and assured manner. A good consultation will:
- Instil confidence in the client
- Enhance your credibility with them
- Allow you to give the client the correct product recommendations
- Ensure that the client leave the salon satisfied.
By following this five-step process for consultations you can re-affirm your position as a
true hair expert,
keep clients loyal to the professional market and
influence your retailing power.
1. Structure Your Conversation Structuring your conversation will ensure that you look at all areas of the client’s scalp and hair needs. Take time to ask questions about:
- Their lifestyle
- Washing and grooming habits
- Their hair: the texture, manageability, etc.
Listen to the answers and
recap back to the client to clarify their requirements. It is very easy to look at your client’s hair and create the result that you want to achieve. However, you need to
find out what their priority is.
2. Scalp EducationTo conduct an in-depth thorough consultation, a strong understanding of the scalp is essential. The scalp is the foundation of healthy hair and stylists need to know what to look at when analysing the scalp, including how it links to the way that the hair fibre feels and behaves.
Education is essential to gaining an understanding of the scalp within a consultation. In particular, sensitive issues can arise in this area, so we need to understand how to
use appropriate language and
where to conduct the consultation in order to handle the situation
effectively and
empathetically. When it comes to sensitive issues, a question such as ‘do you have any concerns about scalp and hair?’ can give the client the opportunity to approach any issues that they might have. Many clients suffering from scalp issues wash their hair at home before they enter the salon because they feel embarrassed by problems, such as oily scalp or dandruff. This masks the problem and relying on what you see results in an incorrect diagnosis. When it comes to the scalp, consumers tend to turn to supermarket solutions to solve their problems, so as hairdressers we need to
share our knowledge and expertise with clients to change their understanding of the scalp and to allow them to realise that
beautiful hair depends on a healthy scalp and the
right professional product solution.
3. Internal Strength If the hair has any weakness it will not hold the colour or style well. The internal structure of the hair fibre has to be at its best, so conduct
a complete stretch test.
4. Scalp TensionIf the scalp is tense and is left untreated it can become sensitive. Check the tension of the scalp and observe the scalp for signs of redness, irritation or the feeling of heat on the scalp. The scalp can become stressed or sensitive because of a variety of internal and external causes:
Internal causes- Poor diet
- Illness
- Medication
- Hormones
- Pregnancy
- Lack of sleep
- Dehydration
- stress.
External causes- Air conditioning
- Harsh products
- vigorous brushing
- Heat styling
- Chemical services
- Extremes of temperature and pollution
Ask the client how they treat their hair and scalp at home.
5. Personal Hair Programme When a client’s personal hair prescription/programme has achieved what it was designed to do, it is important to complete an additional consultation to recommend a maintenance programme.The scalp and hair should be treated with as much respect as the skin on the face, neck and body. If we take inspiration from the skincare world, the moisturiser used on the face in the summer will differ to the one used in the winter because the skin’s needs vary. The same applies to hair.
