A good consultation isn't just about understanding what someone wants. It's where trust gets built, expectations get set, and—done well—where additional services sell themselves without anyone feeling sold to.

Why consultations matter more than you think

Most complaints come from mismatched expectations. Client wanted one thing, got another. Or thought they were getting a price, then got a different one.

Consultations prevent this. Five minutes at the start saves thirty minutes of fixing, apologising, or losing a client forever.

But they also do something else: they're where you discover what someone needs, not just what they asked for. And that's where bigger, better appointments come from.

Start by listening

Not preparing your response. Listening.

  • Let them talk first. What do they want? What don't they like about their current style? What are they hoping for?
  • Ask open questions. "Tell me about your hair routine" gives you more than "Do you use heat tools?"
  • Watch for what they don't say. Hesitation about something often means they're worried but don't want to be difficult.

People feel heard when you let them finish before jumping in. That alone builds trust.

Then be honest

If what they want isn't achievable, say so. Kindly, but clearly.

  • "That colour would need multiple sessions to protect your hair."
  • "With your hair texture, this style will need more maintenance than you might expect."
  • "I can do something similar that will suit your face shape better."

Saying yes to everything and disappointing them later is worse than setting realistic expectations now.

Uncover the real need

Someone asks for a trim. But why? Are they growing it out? Trying to fix damage? Just maintaining a shape? The answer changes what you do.

Someone asks for "a change." What does that mean to them? Dramatic? Subtle? More manageable? Less effort? Different colour? The word "change" means a hundred different things.

Dig a bit. "What's making you want a change?" often reveals something useful. Maybe they started a new job. Maybe they're bored. Maybe their hair's been driving them mad. Now you know what you're solving.

This is where services sell themselves

You've listened. You understand what they want and why. Now you can genuinely recommend things that help.

  • "Your hair's quite dry at the ends—a treatment today would make a real difference. Want me to add one?"
  • "To keep this colour looking this good, you'll want a toner refresh in about four weeks."
  • "I'd suggest a slightly different technique here—it'll last longer and grow out better."

This isn't upselling. It's expertise. You're telling them what they need based on what they've told you. Big difference.

Most clients appreciate it. They came to you because you know more than they do. Act like it.

Talk about price before you start

No surprises at checkout. Ever.

After agreeing what you're doing: "So that'll be a cut, full colour, and treatment. That comes to around £X. Sound okay?"

If they hesitate, you can adjust. "We could skip the treatment today and do it next time?" Give them an out that doesn't embarrass anyone.

What you don't want: a client sitting in the chair for two hours, anxious about what the bill might be, or shocked when they see it at the end.

Record what matters

Everything you learn in a consultation is valuable. Write it down.

  • What they wanted and what you agreed
  • Any concerns or sensitivities
  • Products discussed
  • Any formulas or techniques used
  • Timing for next appointment

Next visit, you don't start from scratch. You say "Last time we talked about growing this out—how's that going?" They feel remembered. Because they are.

Consultations for existing clients too

Not just for new faces. Even regulars deserve a check-in.

"Same as usual?" is fine if that's what they want. But occasionally: "How's your hair been since last time? Anything you'd like to do differently?"

People's needs change. Their lives change. What worked six months ago might not be right now. Give them a chance to tell you.

What good looks like

A consultation done well means:

  • Client feels heard and understood
  • Expectations are clear on both sides
  • Price is agreed before work starts
  • Additional services feel like recommendations, not sales pitches
  • You have notes for next time

It doesn't take long. Five minutes of good conversation beats an hour of assumptions.

And the bills? They take care of themselves.