Avoid the 16 Biggest Mistakes Stylists Make

1. Being late for the client.
This is one of the most critical mistakes you can make. No one likes to sit and wait. Do you have extra time on your hands to wait for something you’ve made an appointment for? Neither do your clients. And only being five minutes late isn’t okay. Quit making excuses why it’s not your fault and don’t blame the client. Fix the reasons that are causing you to be late. The captain of a plain doesn’t make everyone else wait because one passenger is late. Be the captain of your chair!

2. Cutting the clients hair too short.
This is the number one technical reason clients leave salons. It doesn’t have to happen. Just clarify what an “inch” or a “trim” means to a clients because not everyone’s inch is an inch. Show them on your comb how much you’ll be cutting.

3. Not realizing that every visit is crucial to getting that client to come back. Clients are constantly evaluating what they’re getting for their money every time they come in. So do a bad job, be in a pissy mood, run late or rush and the client is gone. Don’t believe us? When’s the last time you looked at a retention report?

4. Thinking that your image isn’t important.
How would you feel if you went to a very high end restaurant or hotel and everyone was in jeans and sneakers? 90% of communication is non-verbal, which means the way you look and dress is sending a message. What message are your clients getting?

5. Feeling like clients are your friends.
This is a critical mistake because two things will happen. You’ll take advantage of them by moving them around for your convenience in the appointment book or you’ll think that running ten minutes behind on them is okay. It’ll also keep you from making business decisions like charging them for the extra color you used or raising your prices. Your job is to be “friendly” with clients, not “friends”.

6. Telling clients too much.
Clients are paying customers. They’re not your relatives or friends so most don’t want to know that you’re having diarrhea, had a fight with your boyfriend, or hear all the cute things your kids do. One stylist we know couldn’t understand why she was losing color business. One day she was overheard telling a client that it was getting harder to do her color because she was going blind! Way too much info!

7. Getting too comfortable.
We’re back to thinking clients are friends. What do we do with friends? When they come to our house we’re not as fussy about cleaning it up or looking our best. We also expect our friends to ask us if they want something. Because clients aren’t your friends and they’re paying you to take care of them, they expect you to make recommendations, provide information and tips about their hair and keep them happy on every visit!

8. Thinking it’s all about the “technical”.
Huge mistake! If you think clients are coming to you just because you do “good hair”, guess again. Clients need to be com
Your job is to be “friendly” with clients, not “friends”.
One day she was overheard telling a client that it was getting harder to do her color because she was going blind! Way too much info!
fortable with you and like you. They also need to feel like you’re taking care of them. You show them that by teaching them how to get an appointment on the best day and time for them, what products to avoid so their color doesn’t fade, taking them on time, thanking them for their referral...this is a list that can go on for a long time!

9. Believing that the color you use makes you a good colorist. If you’re a good colorist, you’re not afraid to use any color and you’ll be able to make it work for the client.

10. Talking to the stylist next door and leaving the clients out of the conversation. It’s just downright rude!

11. Answering your cell phone when you’re with a client.
Once again, it just rude! The client is paying for your time and attention. And by-the-way, clients don’t want to hear the symphony played by the cell phones going off in the dispensary. Turn the cell off and check it on break or lunch.

12. Doing your hair at a station on the floor.
That’s the equivalent of watching a dentist floss his teeth while you’re waiting in the chair. Get yourself to the salon early enough to get ready before clients or do it in the salon bathroom. Better yet, do it at home. Come on now, put your big girl panties on and be more responsible!

13. A messy, unorganized station.
Take a look through a clients eyes; Products strewn about, hair on the floor, coffee cup and magazine on the shelf. Looks good doesn’t it? If a client looked in your brush drawer would you be embarrassed? Let’s clean it up.

14. Leaving a client to answer the phone.
This applies in two ways. Don’t leave a client to answer your cell phone. And if you don’t have a receptionist, leaving a client to answer the salon phone is just at deadly. It’s not a great option but let it go to voice mail.

15. Smoking. Let’s face, smoking stinks! A client that’s not a smoker will smell it. The stench gets on your skin, hair and clothes. Some of you are saying; “I freshen my breathe’. Well that’s not enough, you need to take a shower! And smoking in front of the salon isn’t the best of visual images. If you’re going to smoke, take it out back.

16. Thinking you know everything.
If you know everything we want to meet you. We know there’s always something new to learn so you’ll save us a lot of time. Seriously though, there’s more than one way to skin a cat. Yikes! Where did that expression come from? See, something new to learn.

Here’s What Salons Had to Say

We asked salon owners & stylists that are clients or are signed up for our on-line newsletter for their thoughts on this topic. Because of the large number of responses we weren’t able to print everyone’s ideas. Thanks for everyone that participated!

“Talk too much about themselves, aren’t good listeners, and don’t talk enough about hair and products.”

“Making their clients wait. They don’t seem to understand the value of other people’s time.”

“They don’t educate clients. Instead of just talking about day to day life try to have a balanced conversation with your clients about their hair and what is best for them while getting toknow them as a person.”

“Don’t underestimate your value - charge more!”

”Always show concern for the condition of your clients hair. Hair that is not healthy will make your work look awful.

“Always be able to offer sound suggestions. The client will appreciate it, her hair will look great and most of all so will your work!!”

“Listen to your client. Make sure you are correctly interpreting what she is telling you into what she really means. Clients are notorious for using catch phrases, terms and descriptions that are not accurate, not what they really mean or want. If you don't take the time you’ll end up with something she really didn't want.

”Do you run on time? You take your client seven minutes late; don’t have a consultation; hurry thru their service; chew gum; hold a conversation with other stylists while your servicing a client; talk about your personal life; hairspray them even though they hate it; and to top it off you gave them the same old predictable style you always do”.

The number one mistake a stylist can make is taking their client for granted. You don’t even realize that you do this. It starts by having a picture of your kid on your station because now it’s become all about you, not your client. Do you go to the doctor and ask them about their family? NO! So why do we assume that our clients care about whatever is going on in our personal life? They are in your chair for THEM, to make themselves feel better. When was the last time you actually asked your regular clients what they like or don’t like about their hair. Go ahead, try it. Nobody is always happy with everything. You just don’t know because those clients left the salon and haven’t been back since”.

Whether or not they want to try something, it’s your job to ask. Make suggestions. You are the professional, give some professional advice. Provide some guidance and education to your clients. Are they using the correct products for them? Are they having a hard time styling? Ask. Ask the questions that will make you a better stylist and keep clients coming back”.