How Not To Be An Awesome Stylist: Annoying Stylist Habits That Put Off ClientsNovember 21, 2019An excellent salon offering expert hair care and body treatments can be quite possibly looked down upon by clients because of some habits stylists have. Professional ego and unaccommodating behavior can dampen the success of a rising stylist. While a stylist may be oblivious to these traits that they may have picked up somewhere along the line, clients are sensitive to them. They observe every instance in which the stylist has adopted an unfriendly instructive tone that suggests an I-know-better attitude. Even if that may be true, it is after all the client at the receiving end of the procedure and if he or she is dissatisfied with the way they look the stylist is obligated to make alterations. It can not be stressed enough that a service-oriented business like a hair and body salon is about them and not you! The term ‘service’ itself denotes that it is meant to serve customers and not command them. There is a difference in the way payments for services are perceived. It is merely a compensation for the time and effort a stylist is putting into someone; by no means should it give anyone the right to acquire higher stature and adopt a paternalistic tone toward the client. This should more particularly be avoided when the client is not free-riding, but paying in full for the service they get. This is what annoys most clients: feeling like they did not get the treatment they deserve and the service falls short of their expectation. While the educational period or schooling years may inculcate habits of walking around with nose high up in the air, stylists might also acquire this overconfident attitude from working in competitive environments where one bad service could mean a tainted career. It could also be due to a difference in conceptual understanding of salon jargon. What the client says might mean something entirely different to the stylist as opposed to what the client had in mind. This is why it is important to build a healthy channel of communication where expectations and possible outcomes can be discussed and negotiated to prevent unpleasant surprises after the deed is done! Here are a few suggestions which might help stylists get off from their high horse and interact with clients on their level. Hair Cuts There are more stories about hair cut disasters circulating on social media than natural calamities. The nightmare of having a bad cut is driving people to the paranoia which might lead to irrational behavior and unrealistic demands. While it may be no one’s fault if the client ends up being upset about a cut they asked for, it is still safe to continue communication every step of the way. It may sound like a nuisance and quite naturally, an interference with the stylist’s pace of work, but it will ensure that you land in safe waters and not be the reason behind an unhappy client. Trimming By Fractions When a customer walks into a salon with a minor trim in mind, more often than not they are planning to notice little or no difference in their hair length and also expect it to look fresh and bouncy. Here is a contradiction: clients may be oblivious to the extent to which their hair ends may have been damaged and the stylist may see the need to chop of just the damaged tips. This may seem like a big loss for the clients. Additionally, wet cuts often look deceptively satisfactory length-wise until they are dried and hair springs to its actual length. This is usually the case with wavy or curly hair. In order to avoid discrepancies between what is requested and what is delivered it is best to tell the client how much of their hair is damaged and needs cutting. It is also wise to give them an estimate of how short it will look after drying to give them a better idea of what to expect. Only then, if the client agrees, should the stylist proceed. Care should be taken before trimming off a big chunk by showing the client how much you are about to cut off. Not Short Enough Clients who want a dramatically short bob may end up with something that the stylists call a ‘safe length’. Bold and unexpected demands also throw off the stylists who proceed with caution when giving a haircut. In order to avoid infuriating the client, they keep the length safely short. But this might not be what the client wants. Even though a larger share of responsibility lies on the shoulders of the client, the stylist can do their part in asking questions for clarity. It is advisable to inquire as much about the client’s expectations before picking shears and a comb. Concealing With Color Many people want to conceal their ageing grays with a color change. Even though a full color change may be too drastic a move toward a completely different look, highlights may be a more suitable option. The catch lies in the complexity and cost of such treatment. Since highlights tend to cost higher than other treatments, a stylist suggesting highlights recurrently to a client may make them feel like they are being conned out of their money. It is important to give clients less pricey options along with the suggestion to refresh their highlights so that they know the agency to decide lies with them. What bothers clients most is the loss of control over what they can or cannot say to a stylist. Some might feel intimidated by a professional stylist and not be able to convey what they want and others might just be annoyed at being dictated what to get done. The ideal way to treat a client is to provide them sufficient information which is easy to comprehend and offers enough time to evaluate their options and then decide. Indefinite Waiting If a salon experience turns into Samuel Beckett’s play, the clients are not going to enjoy the service they want to its fullest. No one wants to sit for hours in the waiting lounge flipping through old editions of magazines, waiting for Godot a.k.a. their stylist. An overbooked appointment date frustrates clients who are on a clock and have to adhere to scheduled commitments. Even those not having meetings to attend, want to be served at the time they are asked to come in. Overbooking not only shows lack of efficiency but also a mismanaged team of stylists prioritizing the wrong goals. This is an indicator of a profit-motivated salon which is not aiming to maximize client satisfaction nor holding them and their time in prime regard. Proceeding Without Permission Stylists who have the habit of taking matters in their own hands and not asking for suggestions or opinions of the client are largely disliked. Bad goes to worse if they use hair or skin products on a client without informing them about it prior to the procedure and highlighting any health hazards. It is quite likely that the client may be allergic or sensitive to certain chemicals or just may not prefer to put harsh chemicals on their skin and hair. In order to respect their opinion and value their health concerns, it is obligatory to seek permission before using any product. This could also be the case with practices that client’s don’t like. For instance a salon masseuse may massage a bruised point without knowing and the client may experience searing pain. If the client has not allowed you to give you additional service, it is best not to venture into unwanted territory. Divided Attention The first rule in the customer care book is to give your client your undivided attention while attending them for any service or consultation. Imagine being told to pause mid-sentence with an index finger held in front of you by your stylist who is smiling down at their phone and replying to a casual text! This is not only disrespectful but also inconsiderate of another person’s time. You never know what things your client has kept on hold just to be on time for his or her appointment. Coming to see their stylist busy with their social life is very disappointing. Also attending a call while giving a client a treatment not only makes the procedure longer than usual but also makes the expected result a bit risky. Along with this, it discontinues the conversation between the stylist and the client which might leave the client at a loss of opportunity to convey their concerns. Multi-tasking in a salon gives the sense of a nonchalant attitude which shows not as much meticulous effort is put into the style client wants. Salon Income Booster is an online website offering expert advice to stylists deciding to launch their own salons. They provide comprehendible details of how to secure a client base that is happy and profitable. They provide tools for salon income generation and marketing solutions to boost revenues. Furthermore, they suggest ways to resolve management challenges, and give tips for optimizing retail displays, merchandising, and sales. If you want to learn how to understand your client better, we are your one-stop solution!