Case study Maya has styled a particular client’s hair for over a year now. The client has always been pleased with Maya’s work, and so they continually return to her for services. Today they ask for something new. This is an opportunity for Maya to either convince them they should stick with the same style, or to surprise and delight them with something new. Which path should Maya choose? The first is a safer choice. After all, it has worked so far. However, this is a loyal customer. If Maya gives them something new, which is, after all, what they’ve asked for, she’ll take her services to the next level and challenge herself while bringing joy to her customer. In this way, Maya stays within her scope of services but provides her client with exceptionality. Listen People can be difficult. Some people will be argumentative. Stylists must remember that everyone wants to be heard. Everyone wants the opportunity to explain themselves, especially when it comes to receiving paid services. The key for stylists is to balance their own ideas, knowledge, and expertise with the needs, desires, and expectations of the clients/customers. Clients may challenge stylists in many ways. They may ask for services that the stylist doesn’t actually provide to see if they can “bundle” their services in order to save money. Clients may perpetually complain about the services the stylist provides (or for that matter, they may perpetually complain in general, no matter who provides them with services). And finally, they may ask for something that is either difficult or impossible to provide (for example, a woman who has extremely straight, thin hair wants it voluminous and curly). Clients won’t always be easy, but there are some guidelines that can help stylists to navigate those moments when they feel very challenged by a person 1. Contrary to a long-established saying, the client/ customer isn’t always right. A more accurate saying might be, “The client should always be listened to.” Once a stylist hears what the client has to say and the nature of their request(s), they can discuss the possibilities with them. The most important advice here is: “Keep a level head.” Be patient. Listen. Respond appropriately. 2. If the client is requesting something that cannot be accomplished, stylists should not simply say; “Well, that won’t work,” or “I can’t do that,” or “That wouldn’t suit you.” Some more appropriate responses are, “I think I understand what you’re asking for, but I’d like to make an alternative suggestion,” or “That’s a really interesting idea. I could see why you’d want that, but I have another idea.” Stylists should keep the dialogue going until you have consensus. 3. Never use the word “wrong.” People don’t want to hear they have a bad or wrong idea. Someone’s feelings could really get hurt. At the very least, it comes off as unprofessional. Stylists should always let people know they respect their ideas and suggestions . 4. Give in when appropriate. Even if a stylist feels 100 percent sure that a color or style is wrong for someone, it’s the customer’s right, in the end, to have it. Stylists may want to say something like, “Are you sure?” If they say they are, then move on. or situation. Helpful tips
5. Listen in a thoughtful way. Stylists should let a client know that they’re truly listening and not just acting like it. Body language makes a difference and so do facial expressions. Stylists can nod their head, and should always remember to smile as the customer speaks. In the end, stay cool, calm, and collected. Here’s a visual reminder: Figure 5
Interactive exercise This exercise provides an opportunity to identify key skills and areas for improvement.
I Need More Work in This Area
I have strong skills in the following areas: I am able to listen to a client’s ideas with comfort and ease. I am able to listen to a client’s ideas without forcing my own ideas on them. I am able to have an informed, comfortable dialogue with my clients. I am confident that I can avoid arguments with clients. I am confident in my ability to work with a client based on their ideas and suggestions. I am confident in my ability to keep a level head during a challenging discussion. I am confident in my ability to explain to a client the actual services I can provide.
Yes No
EliteLearning.com/Cosmetology
Book Code: CIL0725
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