The Best Questions for Great Client Consultations ­Regardless of Age

Consultation Questions

Age is only a number and genuinely has nothing to do with how short or long a woman should wear her hair. That’s why there is nothing more powerful than an impactful guest consultation to find out concerns about style and length and address the perception of wearing hair a certain way at a certain age. Sam Villa, Founding Partner of Sam Villa and Redken Education Artistic Director, and Andrew Carruthers, Director of Education for Sam Villa, demonstrate:

“Having to wear hair a certain length at a certain age is an old wives tales!  Women often ask, “When should I cut my hair short?” “Should my hair be fuller?” or say “I want to disguise my…” so whether a woman is in her 50’s, 60’s or 70’s, the consultation should be no different than those with our younger guests,” explains Villa.

“It’s about exploring who the guest really is, along with their wants and needs.  This is our chance to learn about complimenting their facial shape, features, hair texture, and lifestyle.  Let’s take the ‘number’ out of the consultation and delve into finding out what the guest is all about,” adds Carruthers.

Don’t ask, “What did you have in mind today?” Instead ask, “What do you want to achieve with your hair?”  This question opens the door to many discoveries and makes it easy to discuss the needs and wants of the guest.  Below are sample questions to ask during a consultation:

•    What type of job do you have?
•    Do you do a lot of socializing?
•    What are your morning hair rituals?
•    How experienced are you at styling your own hair?
•    Do you use tools and styling products?
•    What do you like about your hair?
•    What have you had done to your in the past that you liked?
•    What have you had done to your hair in the past that you disliked?
•    What restrictions do you have as a stylist in cutting this guest’s hair?

Listen carefully to the answers and look for that “piece of truth.”  Repeat back what is said to confirm understanding.  If answers tend to be, “well, yeah,” keep digging for that piece of truth, that key word and positive response that conveys, "Yes, that's exactly what I'm looking for!"

Another important question to ask is, “Is it a priority to maintain your length?” The answer may be that they are very active and want the option of pulling hair back and away from their face. Or, they may want options for several looks (double identity), in this case discuss short hair and the options it provides when hair is cut to move back, up, down and forward. It is all about trust that adds value to the appointment, and ultimately a look that your client will love.

[Video courtesy of Glow Communications]

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