CLIENT EXPERIENCE 

Think of the greatest experience you had at a restaurant, now think of the worst, those two are pretty fresh  in your mind, correct?  Now name me the most mediocre experience you have ever had. A little harder, isn't it?

Here is why. People tend to remember things in a extreme fashion.  That means the best and the worst are always first. So while we are all told to strive to give the best customer centric service possible, and avoid being horrible, no one every discusses being mediocre.  When is the last time someone said to you, "Hey try not to be average."  Rarely said. Our goals and outcomes are measured in the same way. Best or worst. Well, I am here to tell you that being just "ok" can be the kiss of death. 

Our minds tend to focus on the best and brightest and the worst and most inept. We gloss over the mediocre simply because it does not leave a good or bad impression, in fact it leaves no impression.  Therefore it is never discussed, mentioned, or raved about. So how does one avoid being mediocre?  Easy!

1} Smile. There is no better ice breaker in the world then being greeted with a smile. People love to feel welcomed and cared for.

2} Use your client's name. Familiarity is an amazing tool, if a client feels like they know you, and you them, they will have less reservations about your ideas and suggestions. (Up selling)

3} Listen with your whole body. Affirm what they are saying with eye contact and head nods, make them know you care about what they are saying. Avoid looking around or up, even when behind the chair you can make eye contact with client's reflection in the mirror.

4} Dress the part! The goal is always look better than the client in your chair. You should be their appearance role model. Sound silly? When is the last time you let some one in stretch pants and a belted sweater cut your hair? 198----??? Part of your uniform is your personal style. Flaunt it, market yourself through it.

5} Do not be afraid to steer them away from a style disaster. All stylist get the picture toting client who wants to look like the person in said picture. However, there are many obstacles that prevent this from happening. Hair type, face shape, age, and the list goes on.....Be honest, but be polite.

6} Voice Candace: Ok this one is a little tricky. The way we speak to our friends should be different than how we speak to clients. The simple rule is we tend to speak quickly in social situations. Slow it down when talking to clients, every word should be clear and crisp. 

Inflection, we have heard "it is not what you say, but how you say it." Cherish those words. The tone and inflection of your words will convey a message, whether it is the intended one or not. Do not be mono tone, but also do not sound condescending. I am personally a fast talker, and at times, my mind and thoughts out run my mouth, it is a disaster when one cannot keep up with the other. 

Make sure your tone is appropriate to the situation. Varied voice cadence projects interest and keeps your client interested. If you sound excited about their look it will reassure them and make them excited.

7} Solve their problem.  I know I have said this before, but you most be the solution to all things hair related.

So make sure that you:

• Identify the problem in the consultation
• Agree on a solution
• Talk them through the service before you start
• Quote your price
• Let them know what you are doing throughout the service. Maintain their comfort level
• Show them what you are using and explain why
• Teach them how to replicate the style at home.

If you do these simple things it will help you give a memorable experience almost every time. Keep moving forward.

The Salon Guy Pittsburgh