Whether you work in a salon or a spa, great consultations are the biggest key to success; after all, the consultation is what creates our client action plan. Consultations are a window into our clients' thoughts. Our guests can see what they want but aren't fluent in the language they need to give life to it. And we, although fluent in the language, cannot see the final product. We have to collect information, pair it with experience, and bring it to life. It turns into a literal game of 21 questions! A race against time to either a collaborative green light or a frustrating, awkward and uncomfortable 45 minutes. How can we, given this seemingly impossible obstacle, give the perfect consultation? And more importantly, how can we use it to grow our business in the process?

Here are five ways that we can refresh our salon and spa consultations:

1. Make a box. Ask questions with the intent of finding limitations. It's important we repeat everything we hear and explain how we will respect those limitations. Freedom to create may sound like an ideal working environment, but not when it comes at the expense of losing a paying customer. Not to mention, the more we know about what we're not allowed to do, the clearer and more focused the picture starts to become.
2. Look for problems. Our clients come to us for a number of reasons. At the center of it all is a desire to feel confident again. Whether that comes in the form of a haircut, color, or other beauty services, try to offer solutions to these challenges. The more options we're able to give, the more valuable we become; we call this a needs assessment (you can learn how to do an assessment here.) It shows that we're knowledgeable, experienced, and well-rounded. Ultimately, this increases our value and the likelihood they will return and share their experience with others. The more viral our word of mouth becomes, the greater the demand for our services. This will come in handy when it's time to raise prices!
3. Write a story. Ask what your client's long-term goals are, and map out a timeline of services and upgrades to get them there. The time we put into planning future visits will make our guest feel important and valued, thus making it easier to prebook and upgrade while saving us time on future consultations. Think about how much easier our lives will be when every guest service future is well planned and prepared!
4. Educate every step of the way. Talk the client through the process. If what they're asking for will work, reaffirm and explain why. If what they're asking for won't work, explain why and offer alternative options. Our guests will respect us more for our honesty than if we over-promise and under deliver. Showing off what we know helps our clients feel confident in their decision to do business with us.
5. Be consistent. The one fatal mistake most hairdressers make is the amount of attention put into new clients while treating our regulars as old news. We get comfortable, and in the process take them for granted. "Same as last time?" becomes too common a phrase. One way to continue a positive relationship and make our guests feel valued is by spending the same amount of time customizing their experience as we would a first-time visitor.

By implementing these five tactics, you will see your consultations become more meaningful. You'll have a better goal in mind and your client will have increased confidence in your abilities. We call that a win-win.

Photo: Shutterstock | Nestor Rizhniak

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