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Client
Consultation is
the Key to
Successful Color
Business
Do you want to
position yourself
as a color specialist?
Do you want to
gain a color clientele?
Do you want to
brand your salon
in the beauty
industry as being
'color experts'?
PP spoke to some
of India's leading
Hair Color experts
on what they think
is the most important
factor for a Color
expert and the
verdict was unanimous:
Client Consultation.
To position yourself
as a color specialist,
to gain a color
clientele and
to brand your
salon in the beauty
industry as a
color expert,
you must first
gain the trust
of your clients
that positions
you as the authority.
This means that
you not only meet
the needs of your
client but that
you see their
image as a reflection
of your talent.
There is nothing
that builds your
business faster
than a happy client
who brags about
you to their friends
and in this business,
word- of- mouth
can make or break.
The key to building
and sustaining
a thriving color
business lies
in doing a proper
consultation.
You are responsible
for every color
"redo”,
unhappy client
and a lost opportunity.
You, the colorist,
have not asked
the right questions
in the consultation.
When the client
shows you a picture
or a swatch and
both of you agree
on the look they
expect to see,
the first part
is over. The second
part of the consultation
is the most important
in gaining their
trust. The goal
lies not only
in having them
return after the
initial visit
but to build a
long term relationship.
This step is about
communicating
as the professional,
the pros and cons
and the exact
expectations it
will take on the
client's part
to ensure they
can maintain their
new look. This
is what will determine
your ability to
retain and sustain
the client.
Here are some
examples of what
our experts asked
their clients
in the second
part of the consultation:
• How much
commitment to
the salon visits
are they willing
to make to maintain
the color?
• Have they
used home color
or henna in the
past (persuade
them to be honest)?
• What are
they currently
using for professional
hair care at home?
• Do they
expect the hair
to fade, how much,
when?
• What styling
tools will they
be using at home,
are they professional?
• What concerns
have they had
with their hair
color treatments
in the past?
Then tell them
• About
the chemicals
you will be using
and the expected
health of their
hair as a result
• Tell them
how they have
to care for their
color to get results
at home
• Give them
a schedule that
they will need
to follow to maintain
the look
India's ace colorist
and founder the
of International
salon chain, Beyond
the Fringe, Asha
Hariharan places
Client Consultation
as the most important
facet of her business.
She says “This
is the part to
win his/her faith
in you as a professional.
To get a client
is the toughest
thing for any
business, 20-30%
of the business
comes with good
consultation.
Only the rest
is through your
expertise and
your execution.
When you spend
time with a client
consultation you
not only induce
confidence but
also make them
aware of your
fashion sense
and the very fact
that you care.
There is a personal
touch which is
the most critical
part of our business.
Asha enquires
about the lifestyle
habits of her
client. Does she
condition her
hair regularly?
How often does
she wash her hair?
Is she out in
the sun? She observes
her client's skin
tone and her age,
her dressing style
and then suggests
a color. “Your
porcelain skin
beauty may end
up with stark
and unnatural
looking hair,
if you do not
offer consultation”
she says. “Talking
to her will help
you figure out
if your client
can carry a warm
color or a cool
one”, she
adds.
Expert Hair Stylist
and Educator Manoj
Chauhan of MC31
says “I
think while the
Hair Expert knows
a lot about hair,
the client is
more familiar
with her own hair
and knows how
it behaves. So
be a good listener
and find out,
what's her desire?
Your Client may
ask questions
about color like,
What color would
be the best for
her?, How can
that color be
achieved?, How
long will it last?,
How much will
it cost?, How
will it affect
the hair? Is her
hair suitable?
etc, While consultation
is very important,
you also need
to be ready with
answers to such
questions and
all aspects of
hair colouring.”
He adds “Before
you turn your
client's hair
into red, blue
or green, you
should keep few
things in mind
- your Client's
requirement (Natural
shades or bright
shades), Fashion
colors/highlights/lowlights/grey
cover, Is she
allergic to color?
What's her Budget?”
In a situation
with an unsatisfied
client, who had
a bad experience
at another salon,
you will need
all your skills
of tact and diplomacy,
he says. He advises
a hairdresser
to be very pleasant
and polite,
Discuss the nature
of bad experience,
Try to diagnose
the fault. Give
the solution to
her problem with
honest opinion.
And try to rebuild
her trust.
For Hair designer
Harish Bhatia
and owner of Mumbai's
Big Boss Salon
Consultation is
the key. He says,
“Unlike
Hair cuts, where
one can correct
and hair is not
much damaged with
color, corrections
are difficult
and may damage
hair. Hence it
is important to
talk to the client
and understand
the quality and
expectations from
the service.”
He adds, “Chemical
process in the
hair may damage
it, especially
if the hair is
sensitive. Hence
talking to the
client is important
so that you make
her aware of aftercare
too.” The
first question
he asks his clients
is that if they
are allergic to
chemicals? Have
they colored their
hair before? Have
they used Henna?
If a client wants
Grey coverage,
you should tell
the client what
to expect he says.
He then advises
them on what color
would suit their
skin tone, age,
profession and
their cut. If
they are regulars,
he may suggest
a change of color.
Knowing their
Budget is also
important. He
normally spends
5-10 minutes with
each client for
a consultation.
This reinforces
the client's confidence
on your expertise.
When a customer
walks in with
a previously done
color job gone
horribly wrong,
you have to regain
the customer's
confidence he
says. In such
cases he normally
suggests a hair
treatment / hair
spa to improve
the hair condition
and then go for
coloring. “Do
not make a 'bakra'
of your client”
he says. Your
client is the
most important
part of your business
and spending 5-10
minutes will only
help you service
her well and keep
her coming back
to you again and
again.
You may need to
re think the initial
color choice and
they may decide
not to go ahead
but either way
you have acted
in the clients
best interest
and acted with
integrity. This
is how client
trust is earned.
Then let them
make their own
informed decision.
Once the service
is committed to,
plan for the next
visit and schedule
their appointment.
Remember every
new customer should
be encouraged
to have a full
color consultation,
whether they are
looking for a
different hair
color or not!
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