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Communication builds trust between client, stylist

Healthy Hair

Wednesday, 22 September 2010 00:00

Lakeisha Jones Williams

Ask a Stylist

Honesty, tactfulness key to retain clients

By LaKeisha Jones Williams, stylist

While the stylist/client relationship builds trust over time, one misstep may destroy the bond leaving the client feeling nervous and the stylist possibly losing business. Communication is key to circumventing this situation and helping both the stylist and client maintain a healthy relationship that lasts over the long haul.

Below are a few communication tips to help squash common hair dilemmas that crop up during the stylist/client relationship:

Cuts
Q: A cut goes wrong and the client really wants to tell the stylist she doesn't like it. How should she communicate this sentiment?

A: Before the cut is even performed, conduct a client consultation. Stylists should have hair magazines or pictures to give their clients an idea of the desired style. In addition, clients should provide pictures to help communicate the style they wish to achieve. Consider the style and the client's hair condition. If the two aren't mutually compatible, let the client know. Be realistic. Styles vary due to face and head shape, hair density and texture. However, if after having the consultation and the recommended cut is not what the client prefers, by all means calmly tell the stylist. If possible, the stylist should offer a solution to appease the client. If not possible, the client should thank the stylist for the time spent and look for someone else.

Color
Q: A client really wants Beyonce's hair color, but the stylist knows the color won't flatter the client's complexion. How should the stylist communicate this yet help the client look her best?

A: Honesty is best when dealing with any client. Tactfully explain to the client that though that color is nice, there are better choices available to compliment the client's complexion. If the stylist has color swatches available, hold them up against the client's face-including the Beyonce color. This way the client gets a glimpse of the color change. Most stylists want their clients to feel confident and comfortable with their hair color choice when they leave the stylist's chair.

Hair health

Q: A stylist has a new client and notices that her hair is in poor condition. How does the stylist communicate what she sees without scaring the client away?

A: As the client sits down, examine the scalp and hair to see what is going on. If it is immediately evident that proper care has not been administered, ask key questions to discover what has happened: What is the daily hair routine? How often do you flat-iron or blow-dry your hair? What type of relaxer do you use, and how often do you use it? What are the quality, quantity and brands of the hair products you use? What has caused the damage? How often do you braid your hair or get a weave? Again, be honest about the client's hair, but always offer a solution. Inform the client about keeping the ends clipped and staying away from styles and products that would further damage the hair. Let the client know about products you will use to treat the hair and offer take-home products to help maintain the hair and look until the next visit.

To create a lifelong client and friend, open and honest communication is key. If done tactfully, stylists will gain a client's trust and become a reliable, credible source to helping her regain and maintain healthy hair.

LaKeisha Jones Williams has been a cosmetologist and freelance makeup artist in Northwest Indiana for more than 10 years.