Episode 87: Guest Experience Series - Say THIS or Say THAT?

As always, if you have questions, you can reach out to me at hello heather pod@gmail.com. And I wanna make sure that you have actual scripts and things that you can say, um, so that you can build trust fast behind the chair, and it will help your guest retention, rebook, and how much they trust you, which is really where all of that stems from, is trust.

You have to always keep in mind, people buy from who they know, like, and trust, always.

That's an old school thing to say, but man, I still believe it.

So let's kick off this brand-new series.

So I've got a few different things that I definitely wanna make sure that we talk about that I've written down because I have done several classes in salons, and I know, like, when we do some of our role playing, which you guys don't always love, but you end up loving it.

But I wanna talk about why the consultation is everything.

The consultation is, is like what sets the whole stage for the appointment.

Um, it's the biggest opportunity to sell.

It's the biggest opportunity to upsell.

It's the biggest opportunity to make sure that your guests feel seen and heard by you.

And honestly, it's just the biggest opportunity for them to start to trust you and for them to understand who you are as a stylist and as a person.

Um, and it's gonna set the tone for the entire appointment.

So I am a huge consultate- consultation advocate, and making sure your guest feels comfortable during the consultation is number one.

I was told this a really long time ago from a mentor, and I never really belie- I don't wanna say I didn't believe it 'cause I totally believed it, um, but it's that words matter.