5 Steps to Create a Lasting Connection with Clients
So you look over your book for the week and realize there are a few new clients (your boss marketing strategies are working!)... now what? How do you retain this fabulous client, make them feel super special (because they are!) and turn their booking into more?
Step 1: It’s all about trust
Think about the hairdresser/client relationship like a first date. You wouldn’t just go in for a kiss without getting to know them a bit, interpreting the chemistry and body language, and making sure it’s a good fit (and no judgement if you’re bold enough to go for it.. bravo!). A person’s hair is extremely personal, tied to so much emotion, identity, and personality and you want to make sure you’re respectful of that. Build trust before you touch!
Step 2: Use their name
Did you know that our brain activates when we hear our own name? It validates us, makes us feel seen, heard and appreciated, makes us feel important--isn’t that our job as hairstylists too? Always make sure to learn your clients names, listen carefully to pronunciation, take care to spell them correctly, and use their name as a way to learn more about your client and build a genuine relationship.
Step 3: Use photos to inspire a shared vision
It can be overwhelming when a client comes in with 10 pics, loving the bang in one, the color in another, the style in a third… none of which match the client’s natural hair texture, complexion, or coloring. This is where we as stylists need to use our training and experience to create a shared vision, including the parts they love with the parts we know will work for them and marrying them together for a look uniquely their own, highlighting their best features! Take the time here to consult and create, your time is extremely valuable in creating a lasting relationship.
Step 4: Honesty is everything
YOU are the professional and as mentioned above, hair is such a personal and emotional part of our identity regardless of our gender… don’t think this just applies to women! Being honest about what will work with their skin tone, their eye color, their face shape, their personality, and their visions of themselves will create a happy, confident, gorgeous client who will trust you not only with their hair but a key part of their identity forever more! Make sure you are gentle and kind about their wishes and make sure you explain your opinions and expertise in language your client can understand and in a way that appreciates their uniqueness and individuality.
Step 5: Lastly, physical connection
Now and only now, after you have built trust and confidence in each other, ask if you have permission to touch, fluff, and caress their hair. Make conscious eye contact, read body language, and don’t assume you have permission to go right in for full-on contact (again, think first date consent!). The more empowered and special your client feels, the happier they will be not only with their hair but with the new friend and genuine relationship they’ve crafted with the stylist behind the chair--you!
Bonus Step: Show excitement!
You wouldn’t be able to do what you love with your clients--they are the building blocks of your business so show excitement, be engaged and supportive, and show your gratitude for them choosing your chair over the thousands of others that are available… they booked with you for a reason!
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