Consult Like a Pro
Before beginning a service, name 3 things you should learn during the consultation.
Acceptable answers: Desired result, hair history, current concerns, maintenance expectations, budget, lifestyle/home routine, previous chemical services, inspiration/goals.
Your client says:
“I've never colored my hair before. Well…except for some box dye, but that was forever ago.”
Answer: Previous color history matters even if it was a long time ago. You need to know what was used, what color, where it was applied, and approximately when.
Your client starts gossiping about another stylist at the salon: “Okay, what do you think about Sarah? Because I heard…”
“I actually haven't heard anything about that! But tell me, what are you doing this weekend?”
"Your Hair Is Fried”
I'm noticing some areas where your hair is feeling compromised, so I want to be careful with what we do today.
You're trying to conduct your consultation, but your client won't look up from their phone and keeps giving you:
“Yeah.”
“Whatever.”
“That's fine.”
Question: What do you do before starting the service?
“Before we get started, I just want to make sure we're completely on the same page. Can I steal your attention for just another minute so we can finalize our plan?”
Your client sits down and says: “I don't know. Just do whatever you think will look good.”
Give 3 questions you could ask to figure out what they actually want.
Possible answers:
Your new client says:
“I've been to four different stylists and every single one of them has messed up my hair.”
What is the communication red flag, and how could you respond?
There may be a pattern of unmet/unrealistic expectations, miscommunication, or dissatisfaction. It doesn't automatically mean the client is the problem.
“How much money do you make doing hair?”
“Oh, I keep my finances pretty private. But I definitely love what I do!”
“That's Going to Cost More”
During the consultation, you realize what the client is asking for requires more time/product than what they originally booked.
“Based on what you're wanting, this would actually be a different service than what was originally booked. Let me go over the price and timing with you before we get started.”
The Mid-Service Mind Change
You're halfway through the service when your client says:
“Actually…I think I want something completely different.”
Question: What do you do?
“Let's talk about what you're wanting to change. Since we've already started, I want to make sure it's something we can realistically adjust today before we change our plan.”
Your client shows you an inspiration photo. Instead of immediately saying “Yes, we can do that,” name 3 things you should consider or discuss first.
Answer: Any three of:
“I want to be platinum for my birthday this weekend. I have box-dyed black hair, but my hair lifts really easily. I absolutely don't want a haircut, and I don't want to spend more than $150.”
Question:
You have 20 seconds to identify as many consultation red flags as possible.
🚩 Box dye
🚩 Major color change
🚩 Very short timeline
🚩 Client assuming how their hair will lift
🚩 Refusal to cut potentially compromised hair
🚩 Budget may not align with desired service
🚩 Expectation of platinum in one appointment
Your client brings up a political issue and says:
“Come on. You agree with me, right?”
Question: Respond professionally without agreeing, disagreeing, or creating an awkward moment.
“I try to stay out of politics behind the chair. But I need to know, have you watched anything good lately?”
“I Can't Do That”
A client requests something you don't feel confident performing.
“I want to make sure you get the best result, and this isn't a service I'm comfortable performing on my own yet. Let me grab my instructor so we can figure out the best plan.”
“Can You Just Squeeze It In?”
Your client booked a haircut.
Once they're in your chair:
“Wait! Could we just throw in a few highlights too? It shouldn't take that long.”
Question: Respond professionally.
“I'd love to do that for you if we have enough time. Let me check the schedule first because I don't want adding another service to affect your appointment or the client after you.”
Your client says:
“I want to be really blonde, but I don't want to come back every 6–8 weeks. I probably only want to get my hair done twice a year.”
You have 20 seconds. What do you say?
To earn the points, their response needs to:
During the consultation your client says:
“My hair is completely virgin.”
But while you're looking through their hair, you notice a noticeable band of color through the mids and ends.
“I'm noticing a little bit of a shift through your mids and ends. Have you ever used anything at home like a gloss, toner, box color, color-depositing conditioner, henna, or even something temporary?”
Your client asks you a very personal question. You redirect.
Then they ask again.
“No seriously, you didn't answer me…”
Question: What do you say now?
“I actually don't feel comfortable talking about that, but I'm happy to talk about something else.”
“I Told You So”
You clearly explained during the consultation that the client's hair would not look exactly like their inspiration photo after one appointment.
“I completely understand. Remember when we talked during the consultation about this taking more than one session? Today we focused on getting you lighter while maintaining the health of your hair. We can keep working toward that inspiration at your next appointment.”
The Angry Client
Your client is unhappy with the service and begins raising their voice at you in front of other clients.
Question: What do you SAY and what do you DO?
“I can tell you're frustrated, and I want to help find a solution. I'm going to grab my instructor so we can look at this together.”
Scenario shown ONLY to the “client”:
To win the $500, they MUST uncover:
✓ Desired result
✓ Previous color history
✓ The black box dye
✓ Timeline/expectations
✓ Hair integrity/safety
✓ A realistic plan
And I would make one rule:
If they don't discover the box dye, they automatically lose the $500.
You're halfway through a consultation.
Your client wants a major blonding service.
You notice their hair feels extremely fragile.
They tell you they recently had another lightening service.
When you express concern, they say:
“I don't care if it gets damaged. I'll sign something. Just do it.”
Question: What do you do, and what could you say?
Client consent does NOT mean you have to perform a service you believe is unsafe or outside what you're comfortable performing.
Your client makes an inappropriate comment toward you.
You redirect the conversation.
They make another one.
Question: You have 15 seconds. What do you say AND what do you do next?
1. Clearly set the boundary.
“That comment makes me uncomfortable. I need our conversation to stay appropriate.”
2. Get an instructor/manager if the behavior continues or they feel unsafe.
“I HATE IT.”
1. Not become defensive.
2. Ask questions before assuming what is wrong.
3. Acknowledge the client's concern.
4. Work toward a solution/get an instructor.
“Thank you for telling me. I definitely want to understand what isn't feeling right. Can you show me specifically what feels different from what you were expecting?”
THE LINE HAS BEEN CROSSED
Make this the big one.
Scenario:
Your client has made multiple comments that make you uncomfortable.
You've already redirected the conversation.
You've already asked them to stop.
They continue and say:
“Relax. I'm just joking. Don't be so sensitive.”
“I've already asked that we keep the conversation appropriate. I'm going to step away and get my instructor.”