3 Tips For A Great Virtual Consultation with Cassandra McGlaughin
May 15, 2020
One of the best ways to ensure that your guest has an amazing experience at your salon is to have a detailed consultation about her hair goals and concerns. As you prepare to return to a new normal in your salon, it’s likely that there will be some changes to the way you interact with guests, and consultations are included.
Connecting with your clients via a virtual consultation, which can be done over FaceTime or through video chat platforms such as Zoom, is a great way to reconnect with your guest prior to her first trip back to the salon. As time and appointments may be limited once your salon re-opens, having a virtual consultation with your guest provides you with quality time to learn about your guest’s hair goals and prepare for her appointment.
Here Redken Brand Ambassador Cassandra McGlaughlin shares her top tips for conducting a successful virtual consultation.
1. Use a virtual consultation to reconnect with clients and build the relationship
Video consultations provide an excellent opportunity to foster a personal connection with guests. Although you may not be able to see your guest in person just yet, a virtual consultation will allow you to mirror the dynamic your guest feels when she’s in your chair at the salon.
When beginning your virtual consultation, be sure to check in with your guest and let her know that you’re thinking of her and her loved ones during this difficult time. Keep your tone upbeat and positive as you begin your consultation. You can begin by saying “I’m so excited to spend 15 minutes with you today to discuss your hair.” as a way to structure the conversation and set expectations with your client.
2. Be Positive and Share New Ideas
A virtual consultation is a great way to talk to your client about the condition of her hair and prepare for her upcoming visit to the salon. Although it’s very possible that your guest may have experimented with box dye or trimming her own hair while she’s been away, it’s important to be positive and supportive during the discussion. You can say, “Tell me about what you’ve used on your hair during this time so I can prepare for our appointment.” as a way to encourage a productive and friendly discussion.
You can also use this time with your client to share any exciting new ideas you have for her hair or offer solutions for any hair issues she’s experienced since her last salon visit. For example, if your client has seen significant regrowth and banding since the last time she saw you, you can suggest trying a specific technique to prevent banding and add dimension. You can also share ideas for trends and styles you think would look great on your guest. For instance, give your guest something to look forward to by sharing an idea for a new style or shade you’d like to try on her. Statements like “I have this new shade 10GI that I cannot wait to use on you!" can really make your guest feel special and supported.
Digital tools such as Redken.com's Virtual hair color try-on, allow guests to try on different hair colors and see how they would look with certain haircolor trends such as ombre. You can use a virtual consultation to tell your guest about tools like virtual try-on and encourage her to try on different shades for inspiration prior to her appointment.
During a virtual consultation, you can also provide your guest with product recommendations that can help address her hair concerns until she is able to see you again. For example, you can use a virtual consultation to recommend Color Extend Blondage to a guest that is struggling with brassy tones in her blonde hair.
3. SET EXPECTATIONS ON PRICING AND APPOINTMENT STRUCTURE
Virtual consultations are also a beneficial tool for setting expectations with your client when it comes to pricing services and determining the optimal amount of time for her upcoming appointment.
“Some, if not most of our clients may have experimented with at-home hair color or attempted some type of at-home cut.” says McGlaughlin, “Take a few extra minutes in the scheduling and virtual consultation phase to vet out any clients that might need a color correction to make sure you have enough time booked.”
You can also use a virtual consultation to discuss new safety procedures that have been implemented in your salon. If your prices have changed or will be impacted by the precautions your salon is implementing, such as providing a mask to each guest, or specific services your guest needs (such as an extensive color correction), a virtual consultation is the perfect time to explain those factors and answer any questions your guest may have so that you can be on the same page when she arrives for her appointment.
“Take extra special care of your guests. This is a time where the value of human connection is at a peak. Very often our salon experience is geared toward taking great care of our clients while we do their hair. Now is the time to lean into that. Spending a little extra time with each guest, communicating, really listening, and adding special touches to each service will go a long way in making clients feel genuinely cared for.”