BLOG SPOT.
MANAGING CLIENT EXPECTATIONS By Brodie-Lee Tsiknaris
Now more than ever we are faced with clients having unrealistic expectations. Instagram is our best friend but also can be a worst nightmare! Nailing a thorough consultation and getting to what they actually want is always important, but now it’s next level. We use references such as photos, trends, or influencers as hairdressers but now we need to look at what filters or enhancements are happening to those images. Lighting can change everything, so we need to empower our teams with the knowledge of these factors, but also to let them know that they are supported and backed at all times. People fall in love with the way that a person looks and comes across to them rather than the actual hairstyle, or the way the hair Is sitting. Break it down, expectations versus reality, it’s a constant battle between the hairdresser and the client. Then we are faced with the client feeling what they’ve paid for hasn’t been achieved and the hairdresser sometimes over explaining themselves. We should always under promise and over deliver at our services because truth is we never know what is underneath and what we are working with especially when lightening. My tips for training your team to have the confidence to manage unrealistic expectations. • Communication training - have them thoroughly understand the difference between open and closed questions. • Talk Instagram - train your team on what’s achievable and what’s a filter. • Test strands. - When doing a big job or trying to lift from dark to light, taking a test strand to show and explain to the client, can be your best friend. • Quote pad - can you use this to help the client understand the value and commitment to colour. • Talk about how you deal with that client who has unrealistic expectations, so your team feel you have their back when dealing with these situations. The more we can understand managing unrealistic expectations, the more we can empower our team to feel confident to step in and say that’s not achievable. To be achievable it will take X amount of sessions and the value (major keyword) of your investment will be $$$. Dario from DCI Education is the most amazing educator when it comes to consultation, he goes deep into body language and the why it’s an investment in your team that’s truly worth making. If we can empower our teams to be better with managing these difficult situations of difficult clients, we not only avoid the messy situations in salon but also the anxiety that that the colourist feels when confronted with a situation. Train them, empower them, support them. Until next time, Brodie x
