Consultation and customer service in the salon
How to hit the customer's wishes every time
Many clear coats and fillers are two-component products that harden with the help of a hardener. These hardeners can contain isocyanates, which are highly airway-irritating and can trigger allergy and asthma — even after longer exposure. When you spray two-component products, a mist of reactive substances forms in the air, and there respiratory protection and extraction are not negotiable.
§Ask open-ended questions
Start by explaining what you will show and in what order
- 01Ask about daily routine and styling habits – not just about the 'dream cut'.
- 02Use reference images, but match them to hair type and condition.
- 03Repeat the customer's wish in your own words to ensure mutual understanding.
- 04Be honest about what requires multiple treatments or much maintenance.
§Match expectations
If the customer wants to go from dark to platinum blonde in one go, your job is to explain what that entails — multiple visits, the condition of the hair, maintenance. It is better to say it before than to have a disappointed customer afterwards. A customer who understands the process rarely becomes dissatisfied.
§Advice and upselling
When the treatment is finished advice on maintenance comes with: how the customer styles themselves what products suit the hair type and when should the customer come back. Good advice is not pressure – it is service that makes the hair last and the customer come back.