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Client Language with Don De Sanctis We ask the basic questions… “What would you like today? And when was your last haircut?” Their response… “Just a trim, short back and sides and a few weeks ago” But how do you determine what a trim is? Your definition of a trim is different compared to a client’s trim. A few weeks ago? Is that 1, 2 or 3 weeks ago? Could have been a month ago? These are the mistakes I hear and see with today’s generation of Barbers. To be successful with wellestablished clientele and minimal complaints, we need to break down the communication to understand what clients are wanting with their service. As Barbers we need to ask questions, not only at the consultation, but during their service as well. Open ended questions are beneficial as clients cannot respond with just a yes or no answer. Another helpful idea, with the use of the mirror, use your hands and comb as a guide to confirm the client’s desired length. I always say a great consultation = client retention! And this applies for new and existing clients. If a regular client is wanting a change to their current hairstyle, you should still be thorough with the consultation, as if it was a new client. We do not just make assumptions! Or even if a regular client expresses that they would like the same as last time, you will still need to communicate
with your client, summarising what you did last time and what you will be doing with today to achieve what they are after. This demonstrates that you understand your client. Knowledge is key! During their service, besides the general chitchat, gain approval and confirmation from your client with what you have achieved thus far. Asking questions such as ‘Are happy with the length?” “Would you like it shorter, if so, how much?’ It will save you time asking these questions during their service versus at the end, when they are not satisfied and wanting modifications. A great alternative, especially when dealing with those clients with minimal communication skills, is observing their body language and facial expressions. If the client has their arms crossed, or a raised eyebrow, giving no eye contact, or even tapping and fidgeting. These are signs that the client is not happy. As a barber, we must use our mirrors, not just to use as a guide for precision and styling, but also to understand the clients’ body language. If you are noticing that the client is not pleased with the service you are providing, in a calm and respectful manner, go through what you have achieved thus far and identify what they do not like. These techniques will not only help with achieving client satisfaction, but it also shows that you care about what they are after, but more importantly demonstrates that you are passionate about what you do. When the client can see that you care and attentive, they will always return.
55 Barber Shop Year 10 Issue 4
