“You want just a cut?”, the receptionist asked. A simple question you may have asked your own clients before. But, what message does that send to your client? A guy I know shared his experience with me – and the words that stayed with him were, “just a haircut”.
“Just the Cut?” Doesn’t Open Room for Add-Ons
Obviously, you have to know what they want, so you can schedule enough time. But what if the question was open-ended, “What are you thinking about having done?” The client may have still responded with, “I need a haircut.” But the option for add-on services would be on the table! By asking “Just the cut?” implies that’s the only option for the appointment. What if they desperately needed a deep conditioning treatment? Or maybe they were considering a blowout but no one asked? Add-on services add up to more dollars for you! Don’t take them out of the client’s mind.
The same thing applies to clients in your chair. Get them talking about their ideas! That’s the heart of the consultation. With a little encouragement they may try an additional service, which could amount to major dollars for you.
You’re a Hair Artist….and a Transformation Artist
When your clients are asked, “Just the cut?” or “Just the color?”, it takes away from what you do. Your clients come to you because you’re the expert, and you provide the experience they want. You know hair, and more specifically, you know their hair. You’ve seen it at the end of appointment, when they know they look good. It’s not just a hair evolution. It’s an entire personality transformation and a confidence boost. They need that confidence! And hair is one way they express that. So, they will feel better for a wedding, a reunion, an interview. Don’t minimize your superpower – make others feel good through their hair!
Words matter. And the questions you ask clients matter! It’s never “just the cut”, even if it is a haircut. It’s an easy ask, but it causes clients to forget about other options. More importantly, it downplays what you do! Your clients come to you because they want to feel confident and sexy. For the record, the guy that called for the appointment didn’t get “just a haircut”. He got a big confidence boost from it, because he strutted when he left the salon. Don’t downplay your magical ability to make lives better! Make sure that’s the message you’re putting out there!