We want you to reach your goals and love what you do because, let’s face it, we love this industry. It’s the greatest industry in the world. As beauty professionals, we get to make people look and feel great every day. As a result, people look forward to seeing us. There is so much potential for success. But getting started is the hardest part. In this series, “Business Advice from Eric Fisher,” we tap into Eric’s wealth of knowledge and share advice that will help you reach your goals. Without further ado, here’s the latest business tip.
perfect the art of conversation
Generally speaking, no one likes to sit in silence while you work. Conversation makes people feel comfortable. But how to craft conversation can be tricky. Resist the urge to fill the silence with endless chatter. Remember, clients want to feel important and special. Keep the conversation focused on them. I recommend letting your client do 90% of the talking.
When perfecting the art of conversation, there are definitely topics I recommend avoiding. NEVER talk about politics, religion, or potentially controversial topics. Even if you and your guest are on the same page – it is entirely possible the client in the next chair is not. And that makes for an uncomfortable and awkward situation.
You always want to choose your words carefully and mirror your guests’ gestures, speech pattern and attitude. If they are excited, you want to be excited. If they are quieter or more reserved, you should try to mirror that. The art of conversation is about listening. Be an active listener while your guest is talking. Don’t just listen to respond, listen to understand. It’s not about you – it’s about them.
Some clients will want to talk and tell you all about their problems. With these clients, you are like a confidant or therapist. Sometimes they tell you things you can’t believe they are sharing. This could be because they feel safe and calm, or just because they are lonely.
It is also important to remember that there are clients who may not want to talk at all. They want this time to be relaxing and quiet. I had a client who always wanted my last appointment of the day, at 9:00pm. He wanted this time so he could come in and relax in silence after a long day of work and putting his children to bed. I knew to respect the quiet and give him the relaxing experience he wanted.
Communication is the most important part of the relationship you have with your client. Words and what you say contribute to enhancing your guest’s experience.
Work on perfecting the art of conversation. Tell your guests what you CAN do, not what you can’t. Use your client’s name at least 3 times during their service. Ask open ended questions and strive to find common ground with each guest in your chair.
For other great business tips, click here.