Image! More than a Haircut!

Image! More than a Haircut!
What does it take to create a new IMAGE for your client?
Image is truly more than a haircut. It’s more than a style and finish. Image is an attitude and a mindset. And when you combine an attitude with hair fashion, you have created a personality.
When clients look to you the professional stylist for a change in their style, they are often looking for a change in their personality as well. Sometimes that change is asked for because something is happening in their lives.
That change could be when a young mother is ready to re-enter the workforce after being home with children. It could be a newly graduated college student that needs to transform from the carefree student to the serious lawyer or doctor, or business professional.
The change could be due to heartbreak, or maybe, it’s just time to take out a new lease on life and approach the world with a totally new beauty image. And, clients that are looking for a new image are ready to approach their new beauty with a totally fresh look. They are open to service suggestions that maybe would not have been previously attractive.
So, it’s important to tie the ‘image’ aspect of a client’s haircut visit into a very important service called the Make-Over.

In the Make-Over, you have ample opportunity to provide extended services like hair coloring, and texturizing. Not to mention additional services like skin care and cosmetics, manicures, body treatments, etc.
Before we explore some of the other service opportunities, let’s deal with first things first….finding out just what the client has in mind for their new image.

The Analysis
Even if your client is only booking their appointment for a hair cut and style, you MUST begin the service with a hair analysis. By looking at the clients hair with an analytical eye, you will be able to determine just what can be done to the hair. If you were only cutting you would be-interested in hair characteristics that include:
Texture, tenacity, and porosity as well as, Density,length, growth patterns, etc.
While you are analyzing, you also need to think a bit about your impressions of the hair. Impressions like:
The Natural or Tinted Color – Ask yourself:
How does this color really look on this client? Does it enhance their natural beauty? Is there some other shade that could dramatize the client’s skin tone or eye color?
IF IT WAS UP TO ME HOW WOULD I CHANGE THIS COLOR? WHAT WOULD I SUGGEST TO THE CLIENT AS A COLOR CHANGE?


The Natural Body and/or Curl of the hair – Ask yourself:
Does this hair texture have the ability to support the shape of a new design?
Does this client have to curl their hair to create fullness and movement?
Does the client have to struggle with their styling?
IF IT WAS UP TO ME… ..HOW WOULD I CHANGE THE TEXTURE OF THIS HAiR? WHAT WOULD I SUGGEST TO THE CLIENT AS A TEXTURE SERVICE?
Not only are you looking at the hair’s natural characteristics, you are also determining whether this client’s ‘IMAGE’ could be strengthened with a hair color or texture service.

The Consultation
Now is the time to discuss the client’s Image change.
RULE #1ALWAYS. ALWAYS ALWAYS ASK THE CLIENT TO DESCRIBE THEIR EXPECTATIONS FROM THE SERVICE THEY HAVE BOOKED!
Always, always, always make sure you absolutely KNOW what the client is expecting from their service. This is very important. Encourage the client to tell you everything…
What do they like about their hair?
What do they dislike about their hair?
How much time do they normally spend fixing their hair every day?
What kind of products do they use on their hair?
And most importantly….
Do they have a particular style in mind? Do they have a picture? Is there
someone famous wearing a similar style?

RULE #2- ONLY AFTER YOU HAVE ALLOWED THE CLIENT TO COMPLETELY DISCUSS THEIR EXPECTATIONS, DO YOU INTRODUCE
YOUR SUGGESTIONS WITH THE IMAGE CHANGE.

And when you do, you have the total attention of the client. You have first allowed them to completely explain. You have listened and now it is your time to discuss their desires:
Your obligation is to discuss with the client whether their expectations are realistic….and if they are not, you must be prepared to tell them why their desired style is not appropriate. This is usually determined by limitations of the hair characteristics.
If the client’s desired style cannot be accomplished, you must decide a ‘compromise’ that is pleasing to you both. In addition, now is the time to provide the client with information on additional services that would support the achievable style and finish.

The Make-Over and Creating Technical Excellence
At this point of the consultation, you are now maneuvering the conversation, and you are providing the client with valuable professional recommendations. This is a critical time in the service, because the client is absolutely depending on you to provide them with the very finest suggestions. In addition, if you are discussing something different than what their original expectation, you have to be prepared to provide the client with all of the legitimate reasons why they should look to a different style alternative.

The Service Recommendations
NEVER POSITION YOURSELF AS YOU CLIENT’S BANKER! You never know how much or how little money your client has, and it is important to allow your client to make decisions on what they will spend and what they will not spend.
If your client is indeed looking for a new image, then, they are more open to suggestions to additional services. JUST BECAUSE THEY DIDN’T BOOK IT DOESN’T MEAN THEY DON’T WANT IT! As a matter of fact, they just may not have thought of additional services when booking! It’s that simple.
So, your service recommendations are important to the total professional make-over service. A really new image requires a really new fashion strategy. Color and texture can be an important part of the Make-Over service.

Technical Excellence in Completing the Make-Over
Now it’s time to show your stuff. If you have done your job, whether the client decides on additional services or not, YOUR job is to deliver technical excellence no matter what services you perform.
Even if the client declines additional services, you have planted a seed of suggestion. If you deliver a fabulous hair cut, and style the hair to perfection, you will soon see this client again, and maybe they will include your other service recommendations on the next visit.
MARKET your talents every time a client sits in your chair, and follow that with extraordinary service and you will develop a strong a loyal clientele that will always do what you suggest!

HOME CARE RECOMMENDATIONS
Delivering Home Care Recommendations
You’re not through yet! Your service continues until the client walks out the door. And your goal is to make sure the client is smiling, fully-satisfied when they leave the salon. They are your best advertising, and you need to make sure your signature is really beautiful!
Part of a professional service is educating the client on how to keep their hair looking great. This includes the proper maintenance with the appropriate Matrix Shampoos, Conditioners, Styling and Finishing products.
Identifying Products that will Maintain Healthy Hair
This is easy, and requires no selling whatsoever. Simply escort your client to the reception area. Walk right up to the Home Care Maintenance Center and pull the products you recommend off the shelf. If the client is with you, you can quickly review each of the recommendations once again to make sure they understand the selection and WHY you have recommended the products.
Walk the client to the receptionists desk (cash wrap) and place the product on the desk. Then ask your client:
May I book your next appointment in about 4 weeks?


Pre-Booking the Client’s Next Appointment
This is an incredibly important service. This single service can assure your future income by locking your client into an advance appointment. This one little service detail is really appreciated by the client. Why? Because it reduces their need to think about when to return! In addition, pre-booking reduces the risk that the client will go to another salon for their next service. Finally, this one little service that takes no time at all, and really reinforces your interest in the client.
After booking the next appointment.
Shake your client’s hand; tell them “Thank You.”
Tell them how much you enjoyed creating their new image.
And, tell them you are available if they need any additional help with their new
hair.
Finally, tell them that the receptionist will be glad to take care of their charges.
Then, simply walk away. WOW!! This is good Stuff!!!
Educate your Clients About Specific Home Care
Anytime you pick up a bottle of product to use on your client, simply give them the name and why you chose it for their hair. It’s that simple. If you can pull the product from the shelf when they leave, I promise you will send that client home with something! Home care is important to the health of the salon….and important to your income! Try it! It’s easy!

 

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