The Art of Consultation Part 2

By Nathan Yip

In the last issue, I spoke about my issues with hair consultations, mostly that we are being taught scripts on what to say and what to ask, not how to actively and deeply listen and how to extract the information needed to execute a desirable result.

Over the next two articles, I’m going to cover my biggest tips and discoveries I have learnt over the years and share with you some simple actionable tools and techniques.

This Issue is all about communication!

Communication is made up of 3 aspects55% Non-Verbal, 38% vocal, and only 7% is words.

This proves that scripts are bollox! 7% is the words you’re using; the rest is how you use them and what your bodies are doing!!!! Let’s get into it!

Body Language is 55% of communication, although most consultations are relying solely on words. Next time you are talking to a human, pay attention to what your client does with their hands, how they touch and play with their hair, this will tell you more about how they style and care for their hair more than 1000 words. Watch how they sit in the chair and talk to you, if it’s through the mirror continue to talk to them through the mirror, if they turn and want to talk to you face to face sit with them and focus your right eye on their right eye (wait until you see the results).

When they are explaining a fringe, face framing or curtain bangs pay close attention to what they do with their hands, they will show you desired length and how they want it to sit with their hands or hand movements, if it's softness around the face it will look like long flappy movements, if curtain bangs they will sweep their hands at the length they want to fall on their face. Both movements just explained way more to me about what they want than any words.

Context -Too many of us focus on the words a client uses when telling us about their hair and desired result and miss the overall context of what a client wants/ needs. Remember – Better questions = Better Answers = Better Results.

Consider zooming out from the requests you get: “1-inch trim, ashy blonde balayage or your advice on a short fringe. Rather than going straight into Yes or No because of your face shape etc. Zoom out to 15000ft (Helicopter View) and ask yourself why have they come in asking for this today? WHY the sudden urge for transformation?

Get really curious as to WHAT is going on for them? Many times I have had long-term clients come in and ask to totally F%#K with what we have been working towards (it’s most often fringes). Rather than focus on the fringe I delve deeper and ask why the sudden desire for dramatic change, have they seen an image they like? Time for a change? I have found it overwhelming when I get curious and dig deeper, I find the cause and it rushes out of them, often it goes “I turn 40 in a few months, the kids are draining me, I haven’t slept for months, and I have suitcases under my eyes I feel so dark and drawn.

Then I ask why a fringe or why they like that certain picture, often it’s because the subject looks happy and youthful.

The technique is a fringe, but the context is youth! I have then recommended some bright baby lights around their face instead to counteract their dark eyes, give them a less committal transformation and they leave feeling fresh and youthful. I gave them the contextual change they wanted of youth and feeling fresh but a visual change they didn’t even know was an option. I have also added an extra service to my bill and made them feel deeply SEEN and HEARD in the process.

Language is integral to good human CONNECTION not just communication. Consider this, how often have you had someone say to you “Oh I’m sorry, I just don’t know how to speak to hairdressers or what to say to you”. They are saying that in the past they have tried to express themselves and they haven’t been heard, understood or have been repeatedly corrected on their words. This also means they have never got what they are trying to articulate and gaslight themselves into thinking it’s their fault.

Guess what, it's 100% our job to interpret what our client is trying to say not them try to work out how to explain it best to you. Too often have I heard a client say she wants a few “Swooshy” bits across her forehead and hear the stylist correct them and say, “So like a soft fringe?” No, she wants some “Swooshy bits” I guarantee if you start repeating the words clients use back to them you will INSTANTLY start building TRUST and reduce their fear that they are going to end up with an Anna Wintour Fringe. Let your client guide the conversation and adapt to their language.

There are words like mullet, perm and fringe that can create a negative reaction and for many “layers” has become one of them. I think most people have had at least one bad experience with a wedgy layer before and people often say they want their hair to move but have NO Layers. In this situation, I override their request and ask them however if they would like some softness and or movement. It’s your professional decision to decide whether they need the TECHNIQUE of layering not the word. I use feeling words, words they will understand not technical jargon.

Next episode I will address my tips on unpacking photos and images, use of technology, explain facial features vs face shapes and how to confidently recommend shapes and styles.

As always if you have questions or want to say hi, get me at @prettyvac_nt

Nathan x