We connect with people in the salon through communication, and we communicate with our clients through conversation.
Here are some tips for effective communication to help build trust with your clients.
1. Speak with clarity.
Clarity is power. When you speak with clarity people understand what you are saying to them and the message you are trying to convey.
2. Speak with compassion.
When you speak with compassion, people know you truly care about them, have empathy for them and have their best interests at heart. This one is very important and sometimes overlooked.
3. Speak with conviction.
When you speak with conviction, people believe what you are saying to them and are prepared to go along with it. It may be a change of haircut or colour or to purchase retail products you have recommended to them.
4. Speak with confidence.
When you speak with confidence about what you are saying to them, people are inspired and more likely to be moved to action by your words.
In today’s world, communication skills are vital. To me they go hand in hand. Learn to discipline yourself to talk only 20% of the time and listen attentively for 80% of the time. Maintain eye contact with people because it shows respect, and the greatest gift you can give your clients is the gift of your attention. Remember also that questions are more important than answers. Try asking open ended questions that engage them and get them talking (instead of you!). Show enthusiasm for what you do – it shows, and passion sells in more ways than one.
It’s not about just being a gifted hair cutter or colourist today (although those skills are important), but people are looking for the whole package. Work hard to maintain your loyal bond with your clients.
And remember: If you want to impress in the salon, talk. If you want to influence, listen!
Charles Marcus is a highly sought after business educator and motivational speaker both within and outside of the salon and beauty industry. For more info visit his website at www.cmarcus.com.
Copyright 2012: Charles Marcus. The Empowerment International Group Inc.