We’ve spoken to stylists across the country about their business advice and what drives them in the beauty and wellness industry and what they are most passionate about, one common answer continues to rise above the rest: their client experience.
Any barber, esthetician, or stylist knows the impact they have on a client goes far beyond a haircut or facial. They have the power to make clients feel beautiful, to make them feel listened to, comforted, and in some situations, safe and at home. Many clients are in need of extra care, and we wanted to see what kind of compromises pros make to ensure their clients feel valued.
We took to Facebook to ask stylists how they’ve made an impact on clients in the past. Here are two simple gestures that can not only make a huge difference but can often win you a client for life.
- “I have made a few house calls for sick women or women recovering from cancer/tumor/surgeries. Nothing glamorous, just trying to pay it forward by doing something kind for others.” — Becca Perhanidis
- “There have been a few times where making accommodations was the right thing to do. My perspective is that if clients come to you and ask for you specifically, they trust you. That is so rare these days. If I feel I can make a reasonable attempt to give my best, then I am happy to offer my services to special situations. Something as simple as a wash and style for someone who does not have the dexterity or mobility to do this for themselves for whatever reason or those who are homebound due to physical or mental incapacities. There are always challenges to working outside of your chair and shop, but when you consider why they can’t get to your chair, it just humbles you. There are some situations that just can’t be reasonably worked around, but many are if you are willing to be creative. It is worth the “inconvenience” as it makes me happy to see them smile.” — Stefanie Smith Balasubramanian
PUTTING IN EXTRA TIME
- “When I was in cosmetology school I had a client who wanted a pedicure. She towered above my head by at least a foot. While I removed her sneakers I saw her large feet (14 men’s shoe). She had corns. She had peeling skin and her skin was very rough. She told me she had just retired from the military where she wore boots for 38 years. She wanted to be able to wear cute, strappy sandals, “Can you help me?” she asked. I treated her as if she were my own mom. I knew we had several boxes of baking soda in the break room and I took one. I scrubbed her feet and massaged the dead skin using the baking soda paste I made. Her feet felt like a baby’s skin when I was done. I painted her toes a beautiful purple and she walked out wearing the flip-flops she had in her bag on her way to the mall to get her strappy sandals!” — Darby West
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