If you work in a salon, you're not just a barber or hair stylist, you're also a confidante, a counselor, and a cheerleader. It’s a lot of hats to wear, and it’s not always easy. 

While some customers have no trouble telling you exactly what they want, others struggle to share their hopes and fears. But here’s a truth: The ability to tap your customers’ unspoken feelings is a power that has the potential to transform your career and your earning potential. 

Thankfully, you don’t have to have paranormal abilities to achieve this skill. It starts with understanding and anticipating needs. Here are the top five things salon customers wish their stylists knew.  

1. "I'm not sure what I want, but I know what I don't want."  

• Try this: Instead of just asking "What are we doing today?" try "What's feeling challenging about your hair right now?" or "What's a look you've tried in the past that didn’t work for you?" This opens the door to understanding their preferences by ruling out what doesn't work. At Great Clips salons, Clip Notes® give details on how each customer’s hair was cut during past visits, which provides an ideal starting point to the consultation.

2. "I'm terrified you'll cut off too much."

• Try this: Use your fingers or a comb on your customer’s hair to show how much you’re planning to cut. Support your demo with phrases like "We're just dusting off about this much," or "I'm going to take about an inch off to get rid of those split ends." A visual reference point and some verbal reassurance can go a long way.

3. "I'm on a budget!"  

• Try this: Transparent pricing is key. If your customer requests something that’s an add-on, briefly mention the additional cost. This allows them to make an informed decision without feeling caught off guard later. 

4. "I don’t know how to style my hair at home."  

• Try this: Demonstration is key! Show them exactly how much product to use and how to apply it. Even better, write down a few simple steps for their at-home routine. You could also offer to take a quick video.  

5. "I'm looking for more than just a haircut; I'm looking for self-care."  

• Try this: Read their cues. If your customer is making eye contact and engaging in conversation, lean into the connection. If they're quietly looking at their phone or a magazine, respect their need for peace. You can always ask, "Are you in the mood to chat today, or would you prefer some quiet time?" Of course, always feel free to ask questions to make sure they’re getting the haircut they desire. 

Tips to help your customers feel seen, heard, and comfortable  

It's clear that hairstyling isn't just about technical skill; it's about emotional intelligence and understanding what customers want on a deeper level. Here are some ways to provide an elevated experience: 

• Become an active listener and observer: Pay attention not just to their words, but to their body language, their mood, and even their personal style. Do they seem stressed? Are they very particular about details? These observations offer valuable clues. 

• Ask open-ended questions: Try to move beyond "yes/no" questions. Encourage customers to elaborate on their hair history, lifestyle, and hair goals with conversation starters like "Tell me about your typical hair routine," or "How do you want your hair to make you feel?" 

• Create a comfortable, welcoming environment: From the moment customers step into the salon, ensure they feel valued and relaxed. Focus on them, keep your station clean and organized, and maintain a positive, approachable attitude. 

• Personalize your recommendations: Don't just recommend the latest trend. Consider each customer’s hair type, face shape, lifestyle, and maintenance commitment. Show them how the style will uniquely complement them. 

Ready to take your career up a notch? 

If you're a hairstylist, barber, or cosmetology student who is eager to advance your skills, why not explore career opportunities in locally owned Great Clips salons? Through Great Clips University, you can access cutting-edge training and development opportunities that will level up both your technical skills and your ability to deliver GREAT customer service. 

Use our search tool to find Great Clips salon jobs near you.  

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All Great Clips® salons are independently owned and operated by third party franchisees. Franchisees, not Great Clips, Inc., are responsible for all hiring and personnel matters at their individual salons.