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Had a client last Thursday who made me rethink how I do color consultations
She came in for a root touch-up, pretty standard stuff. But she pulled up a photo on her phone and asked for this super specific cool-toned brunette. I started explaining how I'd usually do foils and a gloss, and she just stopped me. She said "I don't care about the process, I just want to know if it'll work with my skin tone and how long it'll last." It hit me that I've been way too focused on telling people the technical steps when all they really want is the bottom line. Now I'm trying to lead with results first. Has anyone else had a moment where a client's question totally shifted how you talk about services?
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kevin2181mo ago
Gotta say I see it a little different than @coran63 on this one. Some clients definitely want short answers but a lot of them get nervous if you don't explain anything. They'll leave feeling like you just did random stuff to their hair and that leads to bad reviews. You can lead with the result and then quickly say "the way we get there is foils and a toner, takes about 90 minutes" so they feel informed but not overwhelmed. Its a balance thing not a total switch.
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Yeah the "I don't care about the process" part really got me. Used to think clients needed all the technical details to trust you. But they just want to know if their dream color will look good and how long before they're back in the chair. Had one client walk out last month because I spent too long explaining toner vs gloss. She just wanted to know if she could go lighter. Changed my whole spiel now. Lead with the yes or no on their vision first. Then maybe a sentence on upkeep if they ask.
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