Education Station
With client consultations being essential to relationships and loyalty, we hear from the NHBF on the importance of consultations in making people feel valued as individualised, and not just another client to you.
Individualise
Throughout a client consultation, there are vital questions to ask to make sure the treatment you are giving is safe and to discover any concerns your client may have. Caroline Larissey, NHBF Chief executive Officer, said, “Client consultation is important in any business no matter the size because it is a good way of understanding your client’s expectations. Try to ask open-ended questions rather than questions that will only give you a straight ‘yes’ or ‘no’ answer.
“The small touches can make a whole lot of difference to the client experience at your salon. Always use the client’s first name, give them a warm welcome and give good eye contact. A good consultation makes the client feel like they are an individual, their needs are being met, as though they are being listened to and cared for, which will give them a positive experience in your salon.”
Essential questions you should ask during a client consultation:
• Do you like your hair length?
• Did you like the style we did last time?
Open questions will generate and encourage more comprehensive discussion. Therefore, giving you a much better knowledge of what your client needs and expectations. For example:
• How do you maintain your hair between each cut?
• How do you look after your hair during the week?
• Which hair products are you comfortable with using at home?
• Tell me, what are your expectations today?
Allergy alert testing
Allergy alert tests are essential to protect clients. Therefore, it is crucial to carry out a thorough consultation. The majority of people have no adverse reaction when they have their hair coloured. However, some people are allergic to hair dye, while others may develop an allergy over time. During the Covid-19 lockdown, many people may have been using a home colour dye that contains PPD or similar. It’s important to understand what products they used, if any issues occurred and ensure that an allergy test is done prior to applying hair dye so that your clients don’t get any adverse reaction from the treatment.
NHBF Members can download our Consultation, allergy alert and industry test toolkit at nhbf.co.uk/allergy-alert-kit/
Data Protection
Confidentiality and security of your client’s personal data should be of utmost importance in your salon. Ensure that any personal information you keep is secure and isn’t at risk of theft or fraud. NHBF Members only GDPR guide can be found at nhbf.co.uk/gdpr-guide/.
About the NHBF
The NHBF offers a range of business support services for salons, from legal, employment and financial guidance to expert advice for managing people and boosting your business. Find out more about NHBF Member benefits: nhbf.co.uk/benefits
