Having been in the salon business since 1991, I have done a lot of hair in a lot of places; some good and some bad. The main reason I love doing hair is that I really like my clients and making them happy. Unfortunately that does not always happen and when it does, I like to know why and sometimes clients tell us and sometimes they don’t.
A few years ago, I had a heart to heart with another great stylist who has been in the business at least as long as I have. His name is Nicky Meinzer and if you are ever in San Francisco, you should definitely look him up. He too cares about his clients and we were discussing the occasional unhappy client situation that leads to our most sleepless nights:
“Sometimes it is our error, we’re human- we make a mistake. Others have the unrealistic expectation that if they come in once every two to three months, we will remember with computer-like accuracy the cut that we gave them, that was literally 300 (other clients) haircuts ago…They kinda forget that we’ve done many other people’s hair in between their last cut, and that many people come in every four weeks, and its much easier to remember the cuts we see more frequently.”
“Then there is the case where people want change, but don’t articulate that. If you ask what they’d like, and they say ‘more of the same’, that’s not your responsibility; its theirs. If they are unhappy with the fact that you didn’t change their hair, without them being the ones to say “I’d like change”, it’s not fair to you. They need to take responsibility for the fact that they wanted something (change) and didn’t ask for it.”
“When they say “I’d like something different”, I schedule extra time to show them pictures and/or have them bring in pictures to show me what they love and what they hate. It’s a bit of a project, but fun, and the experience ends well…the client is happy because I scheduled extra time for this change, to discuss it, not just jump in and do whatever.”
“But experience also tells me to be wary of those who say “I want change” but can’t articulate what, and who just respond with “I don’t care, you’re the stylist, be creative”. What that really means is ‘I don’t know how to articulate it, but I’m hoping I’ll be happy with what you guess I might like’. With these clients it always takes a lot more work. I have to ask if this picture would be too short or if this would be too long, etc…And what we both find out is they do care; they just didn’t want to spend the time talking about it.”
“Any time there has been a bad experience, its because of poor communication. I have a very high client retention rate, and its because I communicate clearly, and so do my clients (even when I have to twist their arm to do it!)”
-Nicky Meinzer
www.hairbynicky.com
Nicky has been a great resource and an inspiration to me. I try to always schedule more time than is necessary to consult with my clients; it doesn’t always happen because of my clients’ scheduling needs, but it has always been helpful.
If you are a client new to a salon and are wanting a big change, we want to offer you all the time you need. The best way to ensure a fantastic salon visit is to pre-book your appointments whenever you can and, if new to a stylist, please do ask if we have time to do a consultation beforehand. We want you to have a nice visit!
-Lancer
www.yourhairguy.com