I finally heard a client say something that made me rethink my whole approach to consultations

She told me, 'I just want to look like myself, but better.' I was in a salon in Charlotte last week. I realized I'd been pushing trendy cuts without really listening. Now I start every consult by asking them to describe their 'best self'. It takes an extra five minutes but the results are way better. Has anyone else changed their consultation style after a specific comment?

3 comments

3 Comments

kaigibson1mo ago

How do you even get clients to open up like that? I've had similar moments where someone says one simple thing and it hits you that you're on autopilot. That "look like myself, but better" line is perfect. It cuts right to what most people actually want. I started asking "what do you want your hair to do for you?" instead of just showing pictures. It makes a huge difference.

kim.nina1mo ago

Wait, you ask "what do you want your hair to DO for you?" That's so much smarter than just showing a picture! It's like you're asking the hair's job description.

diana_kim661mo ago

My salon in Chicago tried that approach for a year. Honestly, most clients just got confused and still pulled out their phone photos.