I have been in salons for almost 20 years. I have worked with every type of stylist you can imagine. The drama queen, the arrogant, and the eager new comer who's enthusiasm out weights their ability. The one that out shines them all? The one who is client focused.
What is being client focused mean? It means the stylist hangs their ego up with their coat. It means the fight you had with your honey before work, stays out of the salon. It is so simple and yet so hard for so many. The simple fact is, without that client in your chair all of your skills mean nada.
So what is your role here? How can you shift your mind set to one of serve-a-tude from attitude? Easy, think of your client as some one who needs your help. After all they did choose you, they did make the decision to drive to your salon, take time out of their day, and sit in your chair. They are there cause they cannot do what you do. They are counting on you to decide how they view themselves for the next 4-8 weeks. Pressure? nah... you got this!
The greeting is most important thing. Smile, extend your hand, if it is a new client, take them early and show them around. If they are seeing you the 100th time, ask them how they have been. Never head straight to the shampoo bowl, take them to your chair, make sure they are facing the mirror and ask....
"So what worked best with your last cut." or "Tell me the biggest problem you are having with your hair."
Always repeat what they say, get agreement on the service. AND ALWAYS QUOTE YOUR PRICE!
The shampoo. Ok my favorite part of the service. Be good, be gentle, and make them feel amazing. Nuff said.
During the service discuss what you are using on them and why. Explain how you are cutting, listen for verbal ques on potential future services. Questions are your best friend. If they are responding to your questions you are not selling them, you are helping them. There are no more smoke and mirrors in our business, teach them how to style their hair. After all it is your hard work they are walking around with. Make sure they treat with love and respect.
Actively listen. This is important. You have to try to actively listen to some one. Give them 110% of your attention and effort. Never let them out of the chair until you are sure they love their style and you!
Remember you are talented and that is awesome. But there are 30 stylists in a 10 mile radius who are just as good and may be $$$ cheaper and nicer. Your attitude must be serv-a tude. There is no shame in taking care of some ones needs. Especially when they can tell 300 friends on Facebook how awesome their "experience" was with you before they pull out of the parking lot.
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