Conversations with clients

Clients come to you for your technical skills, your professional advice and to be the center of attention when they’re in your chair. Keep the conversation professional and focused on them and their hair.

Customers don’t pay to hear all about you. When you get to know a client well, sharing life information is a natural part of the visit, but keep things focused on the client and their needs. It’s tempting to think the clients in your chair are your friends, but if they’re not happy with their hair or you don’t show up for their appointment, or are habitually late, you’ll quickly learn that they are business acquaintances, not friends. Additionally, people don’t often raise prices on their friends, and you’re going to raise their prices many times over your career.

Don’t share the following with clients:

• The fact that you’re having a bad day, or that you’re tired.

• The fact that you’re slow and have openings.

Use judgement when discussing life events. Stories about sex, religion, drinking, drugs and a host of other things might not offend the client in your chair, but they may offend the client in the next chair over.

If your client launches into an uncomfortable discussion about race, politics, gender, religion or sex, try to redirect it or just remain quiet. People usually pick up on silence. If it’s particularly offensive and you don’t feel comfortable handling it, notify the manager.