Next-Level Consultation Strategies For Difficult Clients & Setting Clear Expectations

Hello, my friend. Welcome back to The Modern Hairstylist Podcast. Okay. So, today, we're gonna be talking about consultations.

Now, here's the tea, all right? You might be sitting here saying, "Oh, I do an amazing consultation. I am a beautiful communicator with clients," yada yada yada, which is great. I'm sure that you are.

However, I am a big statistics person, I'm a big data person, as you may know if you listen to the podcast before, and this survey that Beauty Launchpad put out says otherwise. So, when hairstylists were asked if they conduct a consultation with every client, 87% of hairstylists said yes, they do. But only 7% of clients that visit salons report that they have experienced a consultation during their salon visits. So, I will hear all the time that they- a hairstylist will say that their greatest strength is their consultation, and all the too often, it's actually not the case.

And I've had a ton of stylists come to me recently and tell me that they're experiencing a lot of miscommunication around expectations with their clients recently, or they swear that the client agreed to everything that they shared, that the expectations were set clearly, the price was agreed upon, et cetera, et cetera, but the client is still unhappy at the end of the appointment, asking for a redo or asking for refunds. And this is super, uh, important to make sure that we mitigate as much as possible for two reasons. Number one, we want to protect your reputation as much as possible. So, you know, this person might just be a difficult client and you may never wanna see them again anyway.

That's totally fine and dandy. However, this person is a part of your community and has a voice, and with consumer behavior, people are much more likely to share a negative experience with a business than they are a positive experience. That one client is gonna go share that negative experience with 10 other people and they may leave you a poor review, even though you know that you may have done everything in your power to provide an excellent service. So, you wanna protect your reputation there, and then also, you don't wanna have to extend more free labor to redo the service or with refunding, right?

That's always the absolute worst. We work our asses off enough, let alone having to come in early, stay late on our days off to do a service for free. That would suck. So, I will have hairstylists tell me, "I promise you, I set the expectations upfront.

I made that person agree. They said that they understood," et cetera, et cetera, but they're still having these miscommunication issues. So, what I'm gonna be sharing with you today is some consultation tips that you may have heard before, but a lot that you have probably not heard before or thought about, things that are gonna safeguard you from making sure that this doesn't happen to you, hopefully. So, whether you think that you are great at consultations or not, I think you will absolutely learn something beautiful from this episode.

So, if you are ready to get into it, let's go. What's the tea, friend? My name's Hunter Donia, industry business educator for hairstylists, but my friends just call me Hunty. Whether it be growing your clientele, making more money, or automating and streamlining your systems, in the next 20 minutes or so, you'll be hearing realistic, actionable strategies to create a beautiful career for yourself behind the chair.

So, if you're ready to get into it, welcome to The Modern Hairstylist podcast. Okay. So, I have a nice list of things to go over here with you today, and I'm really looking forward to sharing them all with you and breaking them down. For time purposes and to not BS you, I'm just gonna dive right in, my friend.

So, my number one that I wanna start off with is turning them away from the mirror. Now, something that personally I felt like happened with me a lot and still happens with me a lot while working behind the chair is, particularly when I have somebody who is a little bit insecure with themselves in my chair, it's really difficult to get them to focus and be on the same wavelength and page as you if they're looking at themselves in the mirror. So, I'm a big, firm, um, believer in turning somebody away from the mirror when it's appropriate in a consultation. Unless I have to show them with my hands and physically hold their hair and, you know, demonstrate what's going to go on, I normally turn them away from the mirror, and I'm also sat down on a stool on an eye level.

And this way, they're not staring at themselves, staring at their hair and getting all riled up and being in their own little world. They're looking at you eye to eye, so they're more engaged in the conversation and you take back control of the conversation and gain back their focus. I found, like, a lot of the times in those consultations, it was so difficult to break through the wall that they had up and they would just be so chaotic and all over the place because they'd be so insecure and, like, upset about themselves that it'd be so hard to actually get through to them. And this is a beautiful way to break through that wall and make sure that you're regaining control.

That's what we're really trying to do in the consultation, is gain control, right? The consultation is for you, and that is your place where you need to absolutely be in control to be able to provide an excellent service that you're proud of and that will make the client happy. My next tip, and this is something that we are all doing but I think that we could do even more, is encouraging multiple visual aids. If you are not doing this already, then I don't know what the heck you are doing because truly, i- the fact that we live in an era where we can have pictures and where we do have swatch books and we can show everybody everything and we can, uh, communicate in that type of way and not just rely on our words is really powerful.

If you have somebody who is trying to explain to you what they want and you just don't understand what they're trying to say, or maybe you do understand what they're trying to say, I still want you to ask for a picture, because as we all know, somebody may say something, but that is a completely different vision in their brain than what it actually means to you as a hairstylist, right? People don't speak hairstylist, and even hairstylists speak different languages than other hairstylists when it comes to our verbiage and our vocabulary, right?So encouraging multiple visual aids and then also showing them your own visual aids as well. So not just an inspiration picture, but, uh, g- getting an inspiration picture from the client, but also maybe finding your own pictures that you can show them to set realistic expectations.

And then, of course, showing them swatches, et cetera, et cetera, I think is a massive, massive, massive obvious and important one, but I think one that we s- like, kinda skip over, um, especially if we've seen a client multiple times and they're asking for something different. We kind of have a trust with them, so we aren't as thorough in our consultations anymore. But this is something that is really important and really powerful, and you should absolutely lean into it and make it more of a priority if you're not doing it super consistently. Another thing is to use the client's words.

So repeat back to them what they are sharing with you, so they feel like you are on the same page as them. Also, w- as you're hearing somebody speak about what they want or how they're feeling or what they don't want, right, you'll be able to learn, like, what their vocabulary is and what their beliefs are around what their words mean. So for example, when somebody... This is a simple example, w- but when somebody says, "I see red," right, we know it's warmth.

You know what I mean? And it's not actually red sometimes, most of the time, I mean. And so therefore, like, when you are going to be sharing with the person the plan of action and setting the expectations, then you can use their words back to them so that they fully understand in their own language, right? Because if this person came to me and said, "Hey, I'm seeing a bunch of red," right, then you maybe go back and say, "Okay, perfect.

So we're gonna add a toner to make sure that it is cool toned and we get rid of that warmth." But that client may not even understand what warmth or cool tones actually are. They just think red. Like, that is their definition of what they're seeing.

So if you don't use their same vocabulary, then you are going to miscommunicate, and you are going to possibly end up with a unhappy client. So use their words and repeat them back to them, and then also clarify what those words mean to that person. And another way you can do that, again, is with visual aids. So you can show a picture, and you can say, "Okay, this is red to you?

Perfect. I'm call that warmth, but we can use the word red." Or you can take their hair, and you can say, like, "Okay, which part of your hair do you see that in?" And then you guys can be completely on the same page, so going back to using visual aids, even if it's their own hair.

Here is the other thing. So not just you repeating back to them their words and what they want, but also having them repeat back to you what you said. I think this is so powerful and underutilized. I think that this could be really, really helpful in making sure that we're setting clear expectations across the board.

So literally being like, "Okay, Suzy. So I'm about to share with you all the expectations of what you can get and what you can expect to get by the end of this appointment today, and I'm gonna share them all with you right now. What I'm going to expect from you is to actually repeat these back to me just to be absolutely sure that we are on the same page, because I want to deliver an amazing service to you today, and I, we have to make sure we're on the same page for that. So I'm gonna share with you what the plan is, and then I'm gonna have you repeat that back to me."

And then you know for a damn fact they verbally shared back to you what their understanding is of what will go on today. And that, I just feel like that sets you up for a beautiful amount of success, a lot of accountability to the client as well, because it'll give them a chance to say those things out loud and then maybe be like, "Okay, but wait, I actually don't want that," right? Sometimes giving your client multiple opportunities to, like, really work through what you guys are trying to agree on and also making sure that you both are on the same page in that way can be really cool. So, um, have them repeat back to you what their understanding of the plan is.

Next one is an obvious one. We, this is a classic in the industry, underpromise and overdeliver. And I'm not just going to come from this standpoint of, you know, the classic underpromise and overdeliver where it's like, "Okay, um, I may not be able to get you this blonde today, but I'm gonna try my best," and then you freaking blow it out of the water. I want you to be realistic with yourself.

For me, and maybe this is just my personal experience and me kind of projecting, but a- and assuming other people have the same, but I often felt like, you know, I, 'cause I'm a confident hairstylist. I'm a confident hair colorist. I have been a color educator for years, and so I really feel like I know what I'm doing when it comes to my craft, right? So what I would often do is, is, and I also am a huge people pleaser.

I freaking love delivering results. I love the feeling that people have when I deliver a great service, and I don't wanna let my clients down. Like, I love them, they're trusting me, and I wanna freaking kick ass, you know? What I would end up often doing is even though I would underpromise a little bit, I wouldn't fully underpromise.

I, I feel like I could've set the bar even lower, and I could've taken a lot of stress off of myself to have to do something that was unreasonable. Like, I would put the client's hair maybe in a little bit more jeopardy than I would've liked to just because I wanted to deliver on the result, because I wanted to give them what they wanted. And so what I recommend is being super realistic with yourself as well as the client and really thinking through, is this gonna stress me out? Is this something that I can truly achieve in an easy, confident way?

And making sure that you're setting the bar as low as possible to be able to overdeliver in every way, shape, and form. Next one is less of a communication one, kind of. It's more of a tangible one, and it goes along with all of the things that I teach within my programs and the things that I talk about on the podcast all the time, which is have your policies and liability waiver signed up front for that day's appointment. I don't give a shit if you had your client sign your policies the very first time that they inquired with you online or on your booking system.

I want your policies signed the day of your damn appointment.Okay? Because they're gonna cover your ass for that day's service. So, your redo policy and your liability waiver are absolutely super freaking important to have filled out, and there's certain verbiage that you can use to make sure that you are covered in all circumstances.

That makes it so the client is legally agreeing to the fact that you will make sure that you both are on the same page and you have verbally agreed to what will happen. And if you, as the stylist, believe that you delivered on that expectation, then you are not obligated to offer a free redo, right? This will also set out your redo period. So, if somebody reaches out to you after a certain period sharing with you that they don't like their hair, then unfortunately they're past that grace period where you maybe would do it in a complimentary way, or you would, um, have them pay for just the color and you would do the rest of the service for free, et cetera, et cetera.

Number one, you should even have those policies in place. I think a m- a lot of hairstylists actually don't really have those details really figured out with their policies yet, um, unfortunately. And then you should also be having your clients agr- read and agree to them every single appointment, every single freaking time. Every single time.

And we do it in a really cool way. I think, like, doing this in a very direct and crass way can sometimes turn the client off and, uh, make the client experience a little bit more negative. There's a really beautiful way to do this that makes the experience actually even more positive and sets you apart as a hairstylist that we teach within pre-visit pathway. Okay, the next strategy is express how much you want this for them too.

So, I had a lady, Lisa, she was crazy dog. Like, no offense to Lisa, but she was wild and she's really fucking stressed me out whenever she came to The Chair because she had come to me with really fine, brittle blonde hair that had gone through a lot of trauma, and she just wanted to be, like, white. And we've all been there, right? Like, we've all had this circumstance.

And it's classic, but it felt like it was such a brick wall with, like, telling her, like, "Hey, this is not gonna happen. I really wanna make sure that we keep the integrity of your hair intact." And she would understand and she would never be upset with what I do when I, when I delivered to her the expectations that I set. However, she would constantly express to me how upset she was that she, we could not get there.

And so what I would often do, which I think really helped, like, I remember, like, I finally said this to her, and I remember that the attitude and the way that we consulted and communicated and her feelings around her hair really changed after I said this. I told her, "Lisa, there is nothing more than I want to just freaking give you white hair today. Like, if I could do this for you, I literally, uh, if I could do this confidently for you without drastic risk, I would freaking do this for you in a heartbeat. Like, I am so passionate about what I do, I care about you, and I would love to knock this out of the park for you and for you to love your hair.

There's nothing more that I want, but unfortunately we are working with the laws of what is on your head, the laws of color, and the chemicals that I have on my shelf, and I, there's not much else I can do besides make sure that we can get you as bright as possible while making sure that you still have hair on your head." And explaining it from your side saying, like, "I'm not just trying to give you a hard time, like, I'm not just, like, I'm not just lazy, I'm not just, uh, don't have enough time. It's truly, like, I truly want to give this to you, but this just isn't in alignment with what's possible," right, I think can really help ground the client and make them feel like you really give a shit and they're actually sitting down with somebody who cares, because I think the majority of people would like to work with a hairdresser who actually gives a shit and who does want the best for them versus somebody who's just going to throw bleach on somebody's head just because that's what they asked for. Next one, obvious one, but one that the majority of hairstylists absolutely do not do, is agreeing on the price upfront.

Price transparency is massively important right now. Like, c- currently in today's consumer behavior in the market that we're in right now, price transparency is wildly important on your service menus, on your website, on your online booking if you can help it, and also before you even carry out the service, especially if you are working with a crazy a la carte menu. If you are offering, if y- if you have a, uh, one client and they are getting something similar every single time but they are paying a different price every single time they come back to see you, or you're not clear about why the price may be different upfront, then they are going to get pissed and confused and annoyed and they won't talk to you about it because price is a difficult, uncomfortable conversation because we make it an uncomfortable conversation because we are too scared to actually have the conversation. But it does not have to be a difficult one.

All you have to do, and I, honestly, the best way to go about it is be really casual and just say, "All right, Lisa. So, after everything we talked about, I can get you from here to here. Um, that's what you can expect from today. For everything to make sure that I can do everything I need to get you there, it'll probably be about $305.

Are you okay with that?" And then, "Yes," "Cool, good stuff," and we keep it pushing. If no, "Okay, here is a more budget friendly option. What does that look like for you?

How are you feeling?" Yada, yada, yada, right? So, just sharing the price upfront, every single client, every single time, making sure that they're cool with it, I think is a good idea. I used to ask people, "What is your budget for today?"

And sometimes that still is appropriate, but I think what's better is just telling them what your price is, right? Because then you're not working with your client's parameters. I'm a big, um, I'm a big believer in you not giving your clients any leverage over your business or your pricing, and that goes back to, you know, you being in control even of the consultation, right? I want you as the hairstylist to be in control and you just telling the client, "Hey, this is the quote.

What are your thoughts?" is a really great way for you to be in control of that price. And also, make it so the client was completely clear before you even started to touch their head, making it so at the end of the appointment, there's no shock, there's no negative experience, and both of you and them can be happy.Another tip that I really, really, really enjoy, um, and I highly recommend that you start to do, is if you're feeling uncomfortable with doing a service, unless the client would be willing to do a certain maintenance plan, use certain products, or come to see you on a consistent basis, refuse the service.

Like, literally just refuse it. So like, for example, if I have somebody come to see me and they wanna be super blonde, or I feel like the integrity of their hair is really not gonna be able to handle us doing as much as they would like to, I will normally say, like, "All right, Katie. So I know that you would like to do a full highlight today and make your hair as blonde as possible. Quite honestly, with the way that your hair is feeling right now, I'm not sure that I could confidently give you a full foil without us experiencing a fair bit of damage.

So here's the thing. I'm willing to do this today only if you are willing to take home this product that I know is going to make sure that we hold up and repair the integrity of your hair. Also, I would like to, for you to come back and see me every six weeks for a deep conditioning treatment in between your appointments. If you're willing to do that, I am willing to g- go full-blown blonding on this service.

Like, let's freaking do it. If not, I don't think I'll be able to do all those things that we would like to. You won't get your, the result that you wanted, but we can talk about something that would be a little bit safer and not as extensive if you would like to, if those things aren't, uh, aren't things that you're willing to do. You just let me know where you'd like to go from here."

And that way, number one, you're guaranteeing yourself some retail sales, and s- you're, and you're increasing your frequency of visit. But also, now you can confidently go into the service and know that you're going to deliver something that is beautiful and amazing, you have your client's interests in mind, and, um, you're going to be able to take care of the client, not just in the chair, but at home, right? That's an excellent post-visit experience, you know? Post-visit experience is not just about the emails that we send, or the follow-ups, or the thank you letters.

It's also about how their fucking hair looks at home. I think we forget about the actual result, right? And when you send people home with great results, and they wake up every day, and they look at their hair, and they freaking love it, that makes your client wanna come back to you. They, when every time they look at the product that you sold them, that makes them want to come back to you.

Every time that they go out into the public and their hair looks great, you get multiple referrals, et cetera, et cetera. So, making sure that your client is going home with the right shit, and they have a great maintenance plan in between the appointments, I think is really, really powerful. My last tip for you, my friend, is setting expectations for after the appointment and future visits. So, this kind of goes in tandem with the last one.

But while you're in the consultation, like before you even get to the application at all, while you're upfront in the consultation, I think it's really smart to say, "Okay, so the way that I'm envisioning this going is today we get you to X, and that is exactly what you can expect for today, most likely. And then, you'd wanna come see me on a three-month basis, and that way we can keep your hair looking fresh, but you don't have to come see me every four weeks." Or, let's say that you just went through a gray transitioning service, where you have been coloring somebody's roots, but they've wanted to grow out, and now you bleach the shit out of their hair, and now their hair is a natural grayish situation. You wanna give them clear expectations that, like, what they can expect when they leave there today, right?

Like, when they can expect for this to start fading, you know? You don't wanna just tell them what they can expect to leave with that day. You want th- to tell them what they can expect to happen in future days, in future weeks, when they wash it a couple times, right? And give them worst case scenario.

Like, don't be afraid to say, like, "Hey, just so you know, like, this may turn really freaking yellow once you wash it a couple times. Don't worry. This is how you can combat that," right? Um, so that way they can really, you really, really, really underpromise and overdeliver, right?

Not just in the chair, not just for the service that you're doing, but also the post-visit experience as well, too. Okay, my friend, I hope that you enjoyed this episode of the Modern Hair Stylist podcast. If you did, I'd really appreciate if you hit the subscribe button, because I am coming out with some fire episodes for you every single week. And by the way, they are inspired by you.

I don't just give you the shit that I want to give you. I give you the shit that you ask me for. And so, you can go ahead and subscribe, and you can always DM me, or you can even possibly send me a text. We have that in our, uh, episodes right now at the time of releasing this that can share with me what you'd like to hear more about.

Um, also leave a five-star testimonial, if you don't mind. I'd really appreciate that. Helps us reach more hairstylists just like you who are looking to grow their business in beautiful ways. Consultations, I know that they may seem boring to talk about, or you may feel, like, really confident and great about them already, but I promise you, my friend, there is always more room for improvement in every single part of your business.

So, I hope that you take at least one of these strategies, start to implement them, and I hope that it makes your consultations more effective, particularly with some difficult clients, 'cause I know that that can be really tough no matter what. So, so much love to you. Thank you so much for tuning into the Modern Hair Stylist podcast. Catch you in the next one.

Peace out, girl scout. Bye-bye.

End of transcript. © 2024 Hunter Donia LLC.