Client care
The consultation that prevents complaints
Almost every complaint traces back to a sentence that was never said. A good consultation costs ten minutes and saves hours.
Listen first, assess second:
Have the client show you what they want – photos help, but they show someone else's hair under someone else's lighting. Ask: what exactly appeals? How much time do you spend styling daily? What did not work last time?
Name the current state honestly:
Previous treatments, hair or skin condition, allergies, medication. Declining a bleach on damaged hair, or splitting it across two appointments, may cost you revenue briefly – but wins you a client who trusts you.
Align expectations before you start:
Say concretely what is achievable today and what is not. State price and duration before you begin. Explain the home care involved. This is exactly where it is decided whether the result later feels like a success or a disappointment.
Document it:
Note the essentials in writing – wording, colour formulas, allergies, consent. For treatments on the skin this is mandatory anyway; for everything else it is simply smart.
Remember:
It is not the best result that satisfies, but the result that matches the expectation. You steer expectations in conversation – not with the scissors.
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