Raise The Bar On Your Consultation

During slow economic times, brushing up on your customer service skills is essential!

Take the time to upgrade your consultation skills now; when you have fewer guests in your chair is the perfect time.

If you are among the salons noticing larger gaps in your books, you can start closing them by getting down to the nitty-gritty of what is expected from your service.

Gone are the days of putting your hands in your clients' hair, fluffing it up and asking, "So, what are we doing today?" This inquiry is simply not good enough for any profession, especially for one where the services may be seen as a luxury.

Put yourself in your client's place--you are visiting a highly trained professional who will be putting their hands on you, using razor sharp objects, and possibly using chemicals on you; you would want to make sure you were clear about what was going to occur and what the result would be, right?

Every consultation should include three full parts: gathering information, clarification, and recommendation.

1. In a business where beauty is in the eye of the beholder, it can be difficult to get to an individual client's idea of what beauty means to them. Collect some basic data prior to the service, including: when and where they received their last service (if they are a new client), what they liked and what they didn't like, and what products are they currently using. Additionally, ask open-ended questions to arrive on a clear vision of what your client wants.

2. Clarifying is your opportunity to fix mistakes or miscommunications before they are made. This is where you begin asking for clearness on what the client said, which allows you get the specifics on what you want to duplicate and what NOT to duplicate. Ask for any items they may have to represent what they want (i.e. photos, magazine articles, etc.). The very last question you should ask is "Do you mind if I make some suggestions before we begin?".

3. Go over the recommended treatments and services based on the information that was given to you. Recommend service upgrade options or additional services, if appropriate. Let your client know what products you will be using during the service and explain each product to so they understand how they work. During your clients' visit, make sure you explain each technique and product so they fully understand and value your education and expertise.

By sticking to a good consultation you will be increasing your customer satisfaction at a time when many clients are feeling left out in the cold. The better your service is, the more likely your clients will view what you do for them as a necessity as opposed to a luxury.

Salons and spas with high numbers in customer satisfaction are far more likely to have high numbers in retail, re-booking, and referrals; all the items that will lead to retaining your clients especially when you need it most!

by: Bert Carder

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