Conducting a 2016 inspiration client consultation

Another year in business. Another year that, for most, has been one of learning and adjusting. Thankfully, however, for many with a renewed feeling of optimism, says Penny Etheridge of the Radiant Hair Consultancy. But what now? How is 2016 going to be any different from 2015? And what changes should we start to make to our businesses to ensure they remain stable and profitable, our clients retained and growing with us? One area which I believe generally remains under developed is the consultation process. If we look back over just the last 10 years, the development of skills within the colour and barbering fields in particular have been enormous. We really are an industry of experts in our chosen fields of excellence. But can we honestly say we have developed our client consultation systems at the same pace, thereby reaching the same levels of excellence that have been attained in other areas of the Hair Business? It saddens me that all too often I see potentially great Hairdressers let their service offering down by lack lustre consultations. The good news is that the start of 2016 brings with it a great opportunity to introduce an Inspiration Consultation service into your salon. This service will ensure there is a fuse between great skills and great communication. Here is what I suggest.

• Set up 20 minute allocated appointment for the Inspiration Consultation service.
• Price this appointment at £15.
• If Retail products are purchased on the day allow £15 redemption on the cost of products.
• Provide a Year planner for each consultation client marking in all important anniversary’s coupled with suggested services.
• Make sure all appropriate patch testing is delivered during the consultation appointment.
• Back up each appointment with a follow up E Mail
• Record all clients using this service focussing on average bill and retail.

The New Year provides an ideal platform to introduce a new Consultation service to the salon. If all of the above is delivered to a high standard here is what you will achieve.

• Setting up a proper appointment ensures both client and stylist respect the consultation as a proper service and not a chat.
• Pricing at £15 will reinforce the consultation as a proper service not just an added on conversation. Value will be perceived as this becomes a paying service.
• Inviting to purchase retail at no extra cost draws customers into the culture of listening to their stylist’s product advice rather than switching off. This will give stylists added confidence to talk and prescribe products to their clients.
• Handing out an individual year planner will bespoke the service to the client’s needs. This will consolidate customer retention and loyalty to the Business.
• Appropriate Health and Safety guidelines are upheld.
• E-mails close the service and maintain communication with the client.
• Correct monitoring of these particular service clients will prove that the service has a positive impact on your business. Increased confidence will lead to more focus on the Consultation

Looking forward doesn’t mean there has to be a complete overhaul of the past, often just the reinvention of some traditional ways of thinking and an openness to embrace those changes. So why not try the Inspirational Consultation in your salon? Run with it and enjoy the results! Penny Etheridge has over 30 years’ experience in the hair and beauty industry from owning a successful four-salon group to coaching salons to become award-winning businesses. For more information on her services please contact 07768383954 or email  [email protected]