Education

Improve Client Consultations with These Tips from CAMP

06.28.2017

Jess McGuigan, Master Stylist and Colorist at Susan Matthew Salon and Spa went to her first CAMP last year and never looked back.

“Any person, in the industry or not would come away from CAMP feeling like they spent a year in therapy. You have to do it. You could be a mechanic and go to CAMP with a new outlook.”

Involving the client during the consultation and having the confidence to explain how you’re going to reach the end results was one of her biggest takeaways, she said. After all, a client’s perception can be totally different than stylist’s unless there’s communication to connect the two viewpoints.

Since CAMP, she’s been playing CDs from Geno Stampora, one of her favorite speakers, on repeat. He explains client perception by asking listeners to hold up an inch measurement. Everyone’s inch looks different, which demonstrates how important it is to conduct a proper consultation. In the end, showing clients that beauty sometimes takes patience will build trust and a positive salon relationship.

“Since CAMP, I noticed a big shift in clients. I don’t have anyone in my book that I dread coming in. I really believe I manifested that myself. My next skill set I’m working on is finding a connection to everyone. I want all my guests to walk in and feel enriched by the experience.”


Get a Social Media Page

“The challenge we’re facing is clients thinking they know a lot more about hair from YouTube, Facebook, Pinterest, Instagram, etc. They’re asking for things that aren’t realistic of their time, maintenance level, and budget.

I do believe social media can be our best friend if we use it in the right way. We have our own business page on Facebook and I’ll have clients look at some of my work that I’ve actually done so they can see the desired results. It does take a few sittings to get to a result without compromising hair, budget, and appointment time.”

Don’t Be a "Yes" Man 

“Educate guests on how things on social media are edited and how to achieve goals with their hair at home. You don’t want to say “No” and disappoint a client, but people respect you if you’re honest and tell them the truth. Underpromise and overdeliver. By promising something you’re not comfortable with, you’re stuck doing extra work for the same amount of money.

It’s all about education and confidence. With a social media account, I can go into my phone and show them work I’ve done. I also have a lot of clients that follow me and request looks they see in my photos.”

Incentivize Retail Purchases

“Always send them home with product, knowledge, and the tools needed to create their own hair at home. It builds a lot of trust and also makes life behind the chair a lot easier.”

Try punch cards to get your clients on board with product purchases. Susan Matthew Salon and Spa offers a punch when a client buys a product for $20 or more. When they collect five punches, they get $10 off their next product. They also have raffles where clients who spend $50 or more on product are entered into a raffle to win big ticket items like blow-dryers, flat irons, and more products.

Build Up Your Team

“Dr. Lew Losoncy [one of last year’s speakers and author of “On Becoming a Psy-Cosmetologist”] talked about not tearing anyone down but building them up. Set your ego aside and look at what other stylists are doing. Listen to the conversations and dialogue they have with the customer.

I don’t think there’s anything wrong with putting your ego aside, knowing what you do well, and knowing when to refer your client to another stylist that can give them the hair and style they want.

I would love the salon to be somewhere where people need to be because the hair is amazing, the experience is even better, and the vibe is craveable.”

Together, we can do anything. Register for CAMP and read more about what you’ll learn at CAMP on our blog.

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