BeautyLink - Volume 6, Issue 3 - (Page 18)

THE ART OF THE CONSULT GREAT COMMUNICATORS ASK GREAT QUESTIONS BY JAY WILLIAMS W ho hasn't sat down in the salon chair and heard a stylist ask, "So, what are we doing today?" While it's important to understand what type of service and style a client desires during a salon visit, a hairstylist can add value through effective communication techniques during the consultation process. Beauty and wellness instructors can coach students to make the most of the consultation process. Start with Assessment Find out students' comfort level by asking them, "On a scale of 1-10, how comfortable are you consulting with salon clients?" Then, ask them what would give them a greater level of comfort during the consultation process. These questions will help guide the student's self-awareness and self-guidance. Instructors should encourage students to offer feedback on how they can help students become more confident. Emphasize to students the value of a consultation. Remind them the consultation can be a powerful differentiator in an industry that is projected to employ 757,000 hairstylists in the U.S. by 2018! Use Open-Ended Questions Here is a fun classroom exercise that underscores the value of open-ended 18 | BE AU T Y L I NK | CEL *E*BR AT E | 2014 questions in getting customers to share their thoughts. Instructors: Ask a student to find out the last movie you saw, who you went with, how you got there, where it was screened, and why you went. Have the student ask questions that can only be answered "yes" or "no." (Typically it takes from 20 to 50 questions to uncover the answer and often the reason why the person went to the movies is never answered.) Next, try the same exercise again, changing the topic to your last vacation. Ask another student to find out what you did, where you did it, how you got there, when you went, who you went with, and why you went. This time, have the questioner ask only open-ended questions that can't be answered with a "yes" or "no." These questions typically start with "what," "how," "where," "when," "who," and "why." Ask them to not use any "why" questions but see if they can still find the answer. (Usually the maximum number of questions to find out all the information-including the answer to "why"-is nine questions.) These exercises show how open-ended questions cause people to open up. The answers give valuable hints on what follow-up questions should be asked. Openended questions provide hairstylists with more information faster. They get the client speaking and facilitate hairstylist listening. Most important, they take the pressure off the hairstylist to speak! Help for Shy Types Instructors can help shy students feel more comfortable by helping them understand what is driving their hesitancy. A new stylist's shyness is often due to a lack of confidence and fear. Again, ask the stylist how confident she feels. Then ask her what you can do to help her get to a higher number. Next, ask the hairstylist how fearful she is and what you can do to make her feel less fearful. Student responses will help instructors coach them. As an aside, two things factor into every person's readiness to perform a task: willingness and ability. Instructors need to understand if a lack of willingness or inability is contributing to a student's lack of confidence and fear. The questions above will help determine how to coach the student. Understand that shy people usually don't find speaking enjoyable. Advise them that the easiest way to limit speaking is to ask questions and remind them that great consultations are all about questions. Get the Most from the Consult Words don't always tell the whole story when it comes to communicating in the salon chair. Adjectives and phrases such as "voluminous," "pretty," and "spiky," can

Table of Contents for the Digital Edition of BeautyLink - Volume 6, Issue 3

Message From the Aacs President & CEA Chair
The Workings of Washington
The Art of the Consult
A Student’s Perspective
Celebrating Our Graduates
Access and Affordability
And Then There’s Compliance
Are You Ready to Thrive?
Navigating the Acquisition Path
Creating a Marketing Mixture
Multicultural Corner
Culture Trumps Strategy
Beauty Changes Lives
Engaged Learning
Superstar Graduate
20 Ways to Celebrate You
Battle of the Strands
Students Leaving the Beauty School “Nest''
Why Every Educator Needs to Be at CEA This Year
Step by Step
Voices From the Classroom
People & Places
Create a Recipe for the Future
New Products & Services
Associate Member Profiles: Furniture Manufacturers
New School Members
Upcoming 2014-15 Events
Index to Advertisers

BeautyLink - Volume 6, Issue 3