There are plenty of emotions that come up during salon appointments. A change, big or small, can instantly give your client a boost of confidence, uplift a mood or offer a fresh start. More often than not, clients look for big transformations when something life-changing has happened like the start of a new job, they have gone through a trying time like a breakup, or out of sheer boredom like being in quarantine. People have been through a lot this past year and this can be a catalyst for craving a physical change too. However, with any big transformations, stylists should think twice. If a guest marches in and asks for an extreme transformation, ie. a pixie when they have long hair, Sam Villa, Co-Founder and Chief Creative Officer of Sam Villa and Global Artistic Ambassador for Redken, says “DON’T DO IT!” Keeping reading to learn how communication builds wealth.
When someone asks for a drastic change, they’re usually going through something emotional in their life triggered by a traumatic event or major transition, so it’s important to listen between the lines and really understand what they’re going through so you can offer an alternate plan. I would absolutely not cut all their hair off unless they literally demanded it. Trust me, I did it once and never saw the person again.
After listening intently, offer a comment such as, “It seems like you’re ready for a change, let’s gradually work towards it.” I would then lay out a plan - adding layers to the existing style at the current appointment, then taking some length off to create a bob on the next. After that, explain that you can take more length off and then work towards a pixie. Along the way, they’ll fall in love with something you’ve done, and they’ll probably become a long-term guest…regardless of whether or not you arrived at that pixie! Remember, communication builds wealth, phenomenal hairdressing skills are worthless if you can’t communicate clearly.
Learn other ways to improve communication during a consultation here.