A bride's mom made me rethink how I talk to clients about color

Last Saturday, I had a wedding party of six for morning updos. The bride's mom, Mrs. Ellis, was getting a color refresh. I mixed her usual formula, but when I went to apply it, she got really quiet and looked away. I stopped and asked if she was okay. She said, 'I'm just tired of being ash brown, William. I wanted to feel like myself today.' I realized I'd just assumed she wanted the same thing without asking. I rinsed it out right then, and we spent 20 minutes looking at pictures. We landed on a warm caramel with some face-framing pieces, and her whole mood changed. She hugged me after and said it was the first time she felt heard in a salon in years. How do you guys make sure you're really listening, not just going through the motions on a busy day?

2 comments

2 Comments

stellac973d ago

Oh, that's such a good reminder. I read an article once that called it "assumption fatigue," where clients just get tired of repeating themselves. Really makes you slow down and ask the fresh question each time.

blake_lewis3d ago

Used to think asking again was a waste of time. @stellac97, that "assumption fatigue" idea really flipped it for me. Makes total sense now.