Hairdressers need to talk less and listen more. Here's why…

One of my favourite songs is by the rap group Run DMC. It’s called you talk too much. I find it so relatable.

As a school-age child, every report card from every teacher said I talked too much or I was easily distracted. I think we all have things on our early report cards that are telltale signs of what type of career we are suited for. And my love of colour, painting, and talking too much led me into a happy career of hairdressing.

It’s time we give our clients the spotlight! Stop talking over them and take the time to listen.

The only way to truly understand what your client wants is to ask questions, right? But that’s no use if you are not actually listening. Hairdressers are not mind readers. Neither are our clients when we don’t fully explain what we are doing.

Open-ended questions help hairdressers see what the client is seeking and view the hair experience from their point of view. Hairdresser lingo and technique names can be misleading or confusing. This is why it is so important to ask your clients questions about how they feel, what they would like to achieve, what challenges they are experiencing to diagnose a personalized hair plan to meet their expectations.

Show notes for Episode 63

Hairdressers talk too much and need to listen more:

• Consultations are intended to extract as much information as possible from our client and in exchange offer a solution for them with a hair service plan and quote
• The key to clear communication and consultations in a salon is to ask open-ended questions
• When we assume the client's response without truly understanding what they are asking for is when we will make a mistake, that results in a redo or adjustment booking.
• Open-ended questions are important to ask when consulting with clients for a successful outcome

Here are 3 examples of open-ended questions for you to try:

1. How can I help you with your hair today?
2. How would you like to feel after your hair colour today?
3. What was the main reason you felt inspired to book in for a transformation?

Here are 3 examples of closed questions:

1. Did you like what we did last time? 
2. Same again?
3. Do you want to stay blonde?

** These are questions they can say yes or no to. We need more information, right? So stick with open-ended questions and make sure you listen to their answers.