CONSULTATION IS KEY

Colour consultations are an opportunity to discover exactly what your client wants to achieve, but how often are you making these common mistakes?

When it comes to colour there are many key factors to consider and the client consultation is one of, if not the, most important part of a hair appointment. Get it right and you can more or less guarantee the per fect end result, but fail to ask the right questions or, worse still, not listen to the answers, and you could have a problem on your hands.

“A colour consultation is an integral part of the colour journey. Discussing every element in advance means that there are no surprises and ensures a truly bespoke colour service,” says Suzanne Alphonse, Wella Professionals Commercial Technical Education Manager UK&I.

When it comes to creative colour, the importance of a detailed and thorough consultation is further amplified, as Siobhan Jones, L’Oréal Professionnel Global Ambassador explains: “A creative colour would be anything outside your normal realm of colouring. This could include being creative with mixing formulas, using unique colour combinations and mixtures, or it could be placing your colour in a more thought-provoking way. The great thing about offering a creative colour is that it will be totally unique to you. The creativity comes from you, so the client would need to return to you and your expertise to understand it and recreate it.” We spoke to the experts to find out some of the common mistakes hairdressers make with their client consultations and how you can avoid them.

All too often the consultation ends up being led by the client and that’s when unrealistic expectations can arise.Taking a sensitive but authoritative approach enables you to gauge what the client wants and make sure they understand what can be achieved.“It's important to be realistic with the client regarding the time frame of the appointment, the cost, future services and homecare options,” says Elgon Education Manager, Sarah Bates.

“The biggest mistake I see is not spending enough time to thoroughly understand the investment your client has in their hair,” says Paul Mitchell Educator, Victoria Panting, adding that this can be both financial investment and time. She says: “It is vital to understand this from the perspective of your client from the get-go in order to prevent any change of direction mid-appointment. Setting realistic expectations when it comes to investment is essential.”

"We're always happy when greeting clients, and make eye contact to engage them," shares Amy Walker and Ruth Wardle, Directions Hair ambassadors. If you talk through the mirror, talk to the client. Stylists end up glancing at themselves. “This can come from fear of your ability. It’s not disinterest, it’s ego protection. Stand tall and be confident in your ability,” says Lisa Whiteman, ALFAPARF Milano Professional Colour Brand Ambassador. This be easily resolved by sitting down on a styling stool and talking face-toface.

One thing stylists can miss within a creative colour consultation is not considering the journey that clients will be taking and setting the scene for future appointments, explains Aaron Firmstone, Bumble and bumble Pro Stylist:“Discussing the nuances of the colour journey builds such a strong connection, this includes: how long the colour will stay true to their inspiration images, how it will look as it fades, the best products to use and what the next step will be.” Aaron adds that many stylists fail to set the scene to establish a pathway with the client which builds desire to rebook, as well as a clear understanding of future costings.

From the moment a client walks into a salon, they’re going to be giving you little clues about who they are.“It’s important to understand what the client’s day-to-day looks like. Asking in depth questions not only enables you to really get to know who is sitting in your chair, it helps you to put together a picture of how much time they spend on themselves, or on their personal care, and also often gives indication about their priorities with spending habits,” says Alice Rowley, Davines Master Trainer North. Even if you are busy and running behind, never let someone else gown up your client and sit them in your chair, because you might miss a tell-tale sign about what they are going to like.

If a client doesn't bring an image, grab a magazine or use the HJ Gallery on our website to make sure that you share the same vision. Dominique Burgess at Tristan Eves shares: “Use images to gain an understanding of the looks, colours and tones they want to achieve, and be honest. If this is or isn’t possible on their hair type or condition, tell them and advise alternatives. You should both have an understanding of what the client wants and what you are going to create.” 

If your colour client loves a swim, you might need to tailor your colour choices. At the very least you will know to recommend a shampoo, conditioner and mask that will protect the hair from colour fade and chemical damage. "Generally, you should ask what type of exercise routine your client has. Shampooing after exercising every day or swimming every morning can affect the longevity of your colour results and make it impossible to achieve long-term and short-term goals,” says Lisa.

If a client is saying yes, but the shrug of their shoulders is saying ‘I’m not so sure’, think about other ways to ask the question. If you don't have a clear understanding of what the client wants, take them to the backwash. Let them relax while they have a shampoo and head massage and then re-ask some of the questions when they return to the chair to clear up any uncertainty.

This is one that needs to be handled sensitively, but what’s the point in giving creative colour to a client who isn’t going to be able to afford to come back for months? “When it comes to cost of services, always be honest and transparent about the price. Never assume anything about a client’s budget,” says Teresa Weller for Revlon Professional, adding that stylists should never undervalue their work:“Not only does the cost just reflect the service but it also reflects our time, technique, and knowledge. Some of our clients may come just twice a year but they return due to their experience and our professional services.”

‘I’m not sure’ doesn’t necessarily mean no. It might mean, ‘I don’t understand’, it might mean ‘can you show me what you mean’, it might mean ‘I’m nervous of leaving my comfort zone’ or it really might mean ‘I’m not sure’.

Use visual aids and get them to tell you what they do and don’t like to help you discover what they really mean.

This is the consultation of the lazy stylist who is in a rush. If you’ve reached this place with a client, it may imply you have run out of ideas.“We always carry out a consultation with long term clients prior to application as this is a great opportunity to suggest a small change. New colour collections are a great talking point for this,” says Alice Harvey, owner Lilys Norfolk and Davines Ambassador. We can all be guilty of being in a rush and opting for the same again. Paul Dennison, ELEVEN Australia Brand Artist adds:“I know this can lose you clients. Change does not have to be a big job, I break this down into a small, medium and major change. Using methods like this will make sure your client feels like they are being listened to and keep them coming back.”

“We all love getting to know about our clients’ lives, but often get lost in the chit-chat and miss crucial opportunities to recommend products and services which could benefit them,” says Fergal Doyle at Fergal Doyle Hair, adding: “Did they mention a friend's summer wedding? Could you suggest a hair-up appointment or recommend a make-up artist who works in the salon? Look for opportunities to turn the conversation back to hair related topics for a win-win outcome.” It’s also important to use the products that will create the best finish, but if you are able to demonstrate that you have listened to their preferences it is a great way to build trust.

The key is leaving enough time and not rushing the process. “It is rarely worth the stress of not being honest if something hasn’t gone to plan, such as you’ve not booked out enough time. I would offer services or techniques that are an option in the time you have available and then book them in for the creative colour when you have enough time to do it properly,” says Siobhan Jones.

You’ve carried out a fantastic consultation, and asked all the right questions, but did you really listen to the answers? "Creativity is subjective and very personal so make sure to truly listen to what your clients vision of a creative colour is," advises Siobhan Haug, Schwarzkopf Pro ambassador and co-owner, Haug London Haus. Kelly Shone-Adams, OSMO Technical Advisor, also explains the importance of listening to your client's expectations:“A client might have unrealistic expectations due to social media pictures being edited or the use of wigs. This is where our expertise comes into play - we need to be listening, explaining, clarifying and then actioning.”