When I was starting out on the salon floor, I rushed the consultation. I thought the real value was in the service itself.
Now I know: if the consultation is unclear the cut never lands right, no matter how “technically” good it is.
What makes a hair service great is that it delivers what the client wants. The problem is, clients often don’t know how to communicate what they want.
That’s on the stylist to figure out, and that’s where these five pro tips come in.
They will set you up for a productive conversation and give you the foundation to confidently create a look the client will love.
1. The Consultation Starts Before the Cape Goes On.
I observe the client from the second they walk in — their body language, how they carry themselves, how confident (or not) they appear to be in their style.
I listen to the way they talk about their hair. How do they describe it? What do they focus on?
It’s all useful information.
2. Ask What They Want; Listen For What They Need.
Quite often those two elements don’t align during a consultation, so it’s on the stylist to bring them together.
Sometimes the client will say “I want a big change,” but a big change to them could be something minor to me. That’s when we go deeper into what their goals are for their hair, or when was the last time they loved their hair.
Sometimes they bring an inspo photo that has nothing to do with their hair texture or lifestyle. The question then becomes, “what do you like about this look?”
It’s the stylist's job to gather information, interpret, and deliver — not to copy and paste.
3. Navigate Red Flags.
What are red flags during a consultation?
Mixed messages: “I want to go short — but keep the length.”
No direction at all: “Do whatever you think is best!”
All negativity all the time: when they talk more about what they don’t want than what they do.
I’ve learned not to power through or ignore red flags, but to pause and redirect in order to find clarity.
4. Ask Open-Ended Questions.
Some of my go-to questions during a consultation are:
- What’s been bothering you about your hair lately?
- How do you actually style it day-to-day?
- What made you book this appointment now?
Those three alone usually uncover what they need from this hair service.
Open-ended questions are the foundations of my consultations. It’s important to get the client talking a lot more than just giving a yes or no response.
5. Don’t End the Consultation Until You Have a Plan.
By the time I pick up a comb, I’ve already built the cut in my head. Shape, length, weight, how it’ll grow out — it’s all planned.
That’s when I can cut with confidence. No second guessing.
If you don’t have enough info to make a solid plan you feel good about, the consultation isn’t over. Keep asking questions.
Great hair services don’t start with technique, they start with trust and rapport. And trust is built in the consultation.
If you want your clients to come back, stop thinking of the consultation as a formality. It’s the most important part of the service!
Marc Ballance is an Irish-born celebrity and editorial stylist, salon educator, content creator, and beauty business consultant based in New York City.
