During lockdown we have been training our teams so that when they return to work they have the knowledge to discuss current and future trends with their clients, whilst feeling confident to give their client the change that we think everyone will be looking for. The original way of offering a consultation to our clients by sitting next to them and talking to them face to face won’t be possible, so our team members will stand behind their client and address them through the mirror.
We won’t just be focusing on the initial colour or cut consultation when we reopen, but we will be looking at the longer-term picture. Our objective is ‘the returning client’ and the consultation with our clients is not just about that first hair cut or that first colour, but what their ultimate hair goals are and creating a plan of how to get there. We will be considering our client’s new lifestyle and how frequently they can return to the salon to maintain their cut and colour. Whilst there will be huge changes when we return to work, the changes we have designed to our consultation, we believe, are even better than before!
We will be holding initial consultations over the phone and via zoom for all colour clients. These virtual consultations are a great way to break the ice and reconnect with our clients after months of not seeing one another. We will have time restrictions and limited availability so it is imperative for us to gain a strong understanding of how our clients have been managing their hair during lockdown so we can identify the correct service and length of time they need to be booked in for.
For zoom consultations, it’s always best for clients to be in a place that offers the most natural light so we can get a true idea of their cut and colour. Try to assess their hair against a plain back drop such as a white wall, so that there are no other distractions and we can purely focus on the hair itself. The key questions we will be asking are:
Clive’s top tip for successful virtual consultations