Client Consultation

[Music] [Music] in your consultation there's two types of communication one is effective and the second type take a wild guess at it ineffective okay ineffective so now let's talk about what we mean by both of these when you look at communication here's a hundred percent of communication and another 100 percent of communication twenty percent of effective communication would be talking and eighty percent would be what listening excellent listening an effective consultation is listening yet an effective consultation is the art of questioning you want to control the conversation you ask questions Sam did you see Brokeback Mountain it was great I'm so glad it finally won an Oscar did you see the Oscars god I mean the Oscars did you see what he did you hear what he had to say blah blah blah I saw brought back mountain I loved it well written love to men's hair did you see the high fades and the low fades they're awesome in the nubs men's men's hair bringing your boyfriend who took over the conversation right there I did you see what I did I listen to what they had to say but I my response was based back on hair it's 80% hair 20% personal let me repeat that 80% hair 20% personal when they get to your chair in other words Sam you've got a little personal in there you bet I do because that shows genuine concern it shows you're a real person now look at ineffective communication twenty percent of this you're going to get this now twenty percent of ineffective communication would consist of what thank you you got it consists of listening and 80% of ineffective would be what talking to reasons why people left that salon and came here you want to know why because they cut their hair too short and they talk too much about themselves let me repeat that they got their hair cut too short the person didn't what listen and secondly talked about themself the entire time that person got up and said I'm never going back to that person or back to that salon round of applause if you're with me like so far yeah all right all right now back to the consultation do you lose do you use a mousse a lotion or a gel if she says she uses a mousse what's that tell you volume Thank You Louis if she says lotion what's that tell you smooth and sleek and soft if she uses a gel what's that tell you she likes it hold so guess what I'm gonna do now it's time for me to service her now I'm gonna have her go change into a gown guess what I'm doing while I'm drawing while she's changing into a gown I'm getting all the product that I'm going to use now goes to my station my station was clean had nothing on it when she sat there nothing had nothing on it what I did was I went to the community back bar for styling products and grabbed everything I needed put it in the bag and now what's sitting here Vincent salon retail bag with everything I'm gonna use in it she sits and where I go shampoo or what am i talking about at the shampoo bowl shampoo and conditioner when she comes back I am now reaffirming why I used that I told her what I was using how I was using it now I'm talking to her about why to use that everybody with me so far then I turn around and guess what I'm pulling out of the bag I'm pulling out everything I'm gonna use on her this is bag has been specially bagged for you based upon our consultation these are what I'm going to use on you today and I'm explaining everything that I use you have a choice to take whatever you'd like to take home today but I want I'm explaining to you why it's important you must understand Erica product is not an option it is a necessity so now does that help to answer your question how I got all the products to my station that fit her needs and my expectations oh this is huge this is huge the consultation builds your wealth the consultation sets up your integrity the consultation sets up your knowledge the consultation sets up your honesty your trust that's where it begins are you cool with this guys all right then I set ask are you willing to participate with me in the haircut she says yes here's how I need you to participate with me in order for me to give you a great haircut I need you to keep your hand exactly where I put it should you move your head while I'm cutting it I might cut a big hole and make a big mistake and we don't want that do it no no no so now what's she gonna do with her head keep it have you ever cut somebody and they're like Pauling you're following the scissors and they're like this or you ever cut somebody in there like this and they're measuring and they're like this points longer than that disconnection you better be pulling from the exact same spot and then remember that those are rounded and asymmetrical chances are hey your hair cut too simple statement my friends your hair cut hi your haircut will balance for you and function for you haircuts today do not have to blend when they listen to Sam's choice of words when they blend there are two vintage-looking the interesting isn't it who wants to look around did I say old looking no but what's vintage mean old old in other words nobody wants to walk around but if now my friends listen if she demands it blends what do you think I'm gonna do you bet I am but what I want her to understand is I walk and talk that that's why I love what I do but events I'll blender but eventually she's gonna come around to my side of the fence eventually why because she's gonna get the best blended haircut she's ever had and she's gonna know Sam is awesome in other words I'm gonna win this person through my communication technical skills secondly I need you to keep your hand underneath the cape you bring your hand underneath out from needs the cape and you measure and feel I might cut you or cut me and we don't want that no a little remember I'm gonna give you a very precise uneven haircut tell them my friends tell them put your hands out and do this the reason I'm giving you a very precise uneven haircut because if I cut a blunt it falls because you use a round brush and you use mousse you like volume we need to soften your ends is this making sense Erica yeah okay now do you have a cell phone yes I do should you choose to answer your cell phone I'm going to take a step back and wait until you're done with your conversation when you're done with your conversation I will take a step in and I will continue my haircut should you choose to answer your cell phone and have a conversation when my next guest comes in at their scheduled time I will need to move to that guest and I'll work you continue to work you in between guests how are you feeling Sam you really do that you bet I did you bet I did there was nothing worse than them working on doing our cell phone and you're trying to cut around the cell phone you know what I call that my friends permission to be perfectly honest with you I call that winning the client over you choose to win the client over so you choose to let them get away with whatever they want to get away with on your chair why cuz you want them back in your chair and you think that's what's gonna get them back you want to know what's really gonna get them back your communication skills and your technical thank you your technical skills are what's going to get them back because if I don't have that conversation and the phone rings she's gonna answer it now I'm gonna be back here very frustrated who's in the mirror thank you who's onstage you now she's looking in the mirror and she sees me all frustrated and pissed off what's your low voice thinking I don't like doing her hair I'm sure little voice starts playing little games with her head is this making sense guys so in other words if I had this conversation she's gonna pick up the cell phone go hi Samantha yeah the kids are there yep the clothes are on the bed the lunches are in refrigerator take them apart listen Sam's cutting my hair let me call you back okay all right bye how cool is that cuz she knows what how my arena works are you following this guy's okay everything that I did on her was written down on the card guess what was on the card head shapes so what did my team do they drew out the hair cut the card went to the front desk information went into the computer but the head sheet the head the card stayed there went into a file now that person came back in the day's file heads cards were pulled out went to that person station now that person said I want the exact same haircut you gave me well I'm glad you said that because I happen to have it right here this salon is hot these people stay on top of it this person knows exactly what he did to me last time he even drew it out you got to go to Vincent salon are you following me here guys now this is going to be critical in the future why do you think that I'll tell you why every person that sits in your chair from this day forward it's gonna be very valuable very valuable because guess what they're gonna start extending their appointment times without you even suggesting it why economy and money they're gonna want to save the money so think about that so here's what I want to do I'm gonna help you save the money so that my book opens it gets the people that are waiting on my waiting list to get in to me oh this is huge huge how many of you ever been to a party before they've been to a party and you're around like ten people right and they're going this conversations going nowhere or this conversation is crazy right if you want to control a conversation what do you need to do yeah you ask questions and you can control the conversation just keep asking a series of questions ask the questions that you want you know the answers are where you want to lead the conversation to and you will control the conversation so anytime with a with a guess that's sitting in their chair and the conversations not going anywhere asked quite or it's going a place where you don't want it to go like a salon last week they were saying Sam I have a guy that just talks he's like it's embarrassing you know I said why said you need to fire him because well I don't like want to fire him because I really need him I said well you need him for the wrong reason because he's disrupting your people next door to you the two stylists keep complaining about him because of what he talks about how he talks so I said what you need to do is you need to pull them aside and have a serious talk with him let him know listen I'm gonna give you one opportunity but I'm really having problems having you as a guest and here's why it's your conversation the type of conversation you have it's not professional and I choose to keep my conversation professional can you do that for me well yes I can now I'm gonna give you one more chance if it happens again I'm gonna fire you as a client I'm just gonna ask you not to come back and she says well how do I do that said simple you write him a letter you let him know that all his future appointments have been canceled and you're recommending two salons for him to go to so I highly highly recommend control ask questions and you will listen because questions force you to listen thank you they force you to listen excellent give her a round of applause thank you very much okay another observation what about setting up your arena how do you bet like that are you willing to I'm setting up would be the question are you willing to participate in the haircut how do you like that would you be willing to do that okay so you're asking them what to keep their what heads in still okay number two you're asking to keep their hands where underneath and that forces you to explain you're gonna give a very precise uneven haircut it's going to balance for them and it's gonna function meaning it's going to work for them and thirdly you're handling what the cell phone now I'm not quite sure what the policy is here in regards to a cell phone policy yet sometimes what I really trying to get you as a personal stylist behind the chair to help you to stop working around a cell phone why is it that the real estate deal happens at your debt at your chair why is the lawyer conducting his business at your chair all these business people doing that you're trying to conduct business and they're doing it on your time that's not right it really affects how you work with them cool here's why because if you allow that to happen I guarantee you never sell that person retail and you're choosing not to talk to him because they want to talk on their cell phone so you just leave them alone that's called winning the client over it doesn't it can't happen that way anymore take control of your profession how long would you spend doing the consultation I'd spend as long as they need what's they you only have 45 minutes to do the haircut you know do you spend like 10 minutes I mean okay good question is this a new guest or previous guests returning guests well say it's a new guests we get an hour I spent good 10-15 minutes good 10-15 minutes before I even take them to change a gown so it's a give depends upon the response I get to all my questions some of them will be an essay and you'll have to short and short them or some of them I be a yes or no or a quick answer so I'd say at least 10 to 15 minutes okay that's very important sometimes if it's color it's gonna be a little bit longer consultation process chemical chemical service okay great question I love the fact that you book out longer for a new guest that means that you're really talking about what are their goals and having a great strong consultation on by the way setting up your arena how many times do I do that with a guest only once so every time they're new that's when they get my whole arena spiel after that I never have to say it again now some of you are sitting there and going well what if I have a migraine headache already an existing client that's like that Sam then when they're getting their color processed and you have a new guest you put them we're sitting right next to you so now what are they hearing they're hearing all that consultation story and now they're like coming back to your chair and miss Betty's like oh I must be your worst client I'm on the phone all the time Betty Betty Betty come here Betty Betty stop stop Betty I love you Betty I've been doing you for 20 years Betty I don't want you to do just be here Betty now what do you think Betty's gonna do from this day forward thank you she's not gonna try to be on her two cell phone but I told her in a very nice way and by the way when I talk about these things speak very nicely and very professional positive framing everything it's not you will sit still and I'm sorry but this is the way I work no it's not gonna get you anywhere you do it in a very sincere nice professional [Music] you

Channel: Sam Villa Hair Tutorials

Views: 110,970

Rating: 4.9282179 out of 5

Keywords: client consultation, hair consultation, communication, hair stylists, sam villa, redken consultation

Id: 1-CDBPJiRhY

Length: 16min 15sec (975 seconds)

Published: Fri Jan 28 2011