The Secret To Get More Clients | Winning The Client Interview
What is the “Client Interview”
How is it that the new client always seems to know when you’re inexperienced, and why don’t they trust you? Do they always ask, “So, how long have you been doing hair?” And doesn’t that question seem designed to trigger our anxiety behind the chair? Even seasoned hairstylists can be thrown off and offended, and it leaves us wondering “Do they not trust that I know what I’m doing? I’m the one who went to school for this, not them!”
This dreaded discussion is about something I like to call the “Client Interview”. But the truth is, it isn’t necessarily a red flag for a guest to ask about your credentials or experience. In fact, when handled properly, it can be the start of a beautiful client relationship. So, if you would like to learn how to recognize this potential pitfall and respond in a way that creates raving fans, keep reading!
When I was a young professional I lacked confidence in my skills because I hadn’t yet proven my ability to build a clientele. So, when a guest would ask those questions my insecurities were triggered hard! I didn’t yet understand that the interview is a critical step in the process of client building. I thought that my lack of experience was working against me and was something to hide. So I would lie. I would add a year or two to my resume in order to make me feel better, but by being so focused on trying to make myself look good I completely missed the bigger picture.
Think about the last time a client asked you how long you’ve been doing hair. How did it make you feel in the moment, and what did you say? Do you wish you had said or done something differently?
Stylists who fail to recognize what is going on, or worse (respond in a negative or defensive way to questions), may as well kiss a potential client goodbye. Becoming skilled at the “Client Interview” is key to retaining new guests and building your clientele. So let’s explore why a client might be questioning our skill, our knowledge and experience and how to reframe it in a way that can help enhance the experience and build trust. It’s only natural to assume the worst when these questions pop-up. My hope is for us to learn to accept this experience by understanding it more fully because the only way to win this scenario is to not fight it, hide from it… or lie.
Who is the boss?
What is the “Client Interview”? In essence, it is when the client (typically a client you are meeting for the first time) interviews you for the position as their new “Hairstylist”. Maybe you believe that the salon owner is your boss, or maybe (if you are self-employed) you are your own boss. And that is true in the legal sense, but when you are working on a guest you are in-effect working for them. The boss might pay you for your services, but where does the salon get the money to pay you?
That’s right, your client is the real boss! At the most basic level, they have come into the salon with a problem they want you to solve and the money to pay someone to solve it for them. No one can force a client to call, to buy services or rebook every 4 - 6 weeks. That is a decision they make for themselves. We have to step into their shoes a little bit to see what is really going on. They will come back to us over and over again for services when they are convinced of the value in doing so, and until we become skilled at creating repeat business our schedule won’t be as full as it could be.
Remember the last time you were interviewed for a job. What kind of questions were you asked? Did the hiring manager try to learn more about you, your history and your skillset and what emotions did you feel during the interview?
The next time a client questions our experience and knowledge, instead of feeling defensive, think to yourself as interviewing for the job. How can we highlight our expertise? The client’s decision to spend money on a haircut comes from their belief that it will improve their life. And just like any boss, the client wants to know that the person they hire for the job has the knowledge and skill to deliver results.
Common Interview Questions
Read through these common questions. As you go, imagine answering as if you were in an interview. Click on the question to reveal the answer.
“So how long have you been doing hair?”>
Answer:
I graduated from school last year, which is when I really discovered my passion for hair coloring trends. Since then, I’ve been pursuing advanced training in techniques like Balayage, which I’d love to share more about with you during today’s session!
Why this works:
This question can feel like a challenge to your experience, but in most cases, clients are simply curious and want to know more about you. By confidently discussing your specialized training and inviting them into a conversation about it, you demonstrate your expertise.
This approach shifts the focus away from how long you've been in the industry and emphasizes your unique skills. Offering to teach them something new not only establishes your authority but also creates a deeper connection with the client, making them feel valued and understood.
“Why are you doing it this way? My old hairstylist never did it like that.”>
Answer:
Cutting example: “The reason I chose this cutting technique is that when hair is elevated and cut this way, it creates a soft-layered effect. Based on your inspiration photo and the texture and density of your hair, this technique provides the best results with minimal styling.”
Coloring example: “The reason I am coloring your hair using a fine-effect weave is that this technique weaves color into your hair, creating a softer, more natural look. Based on your inspiration photo and our consultation, this method will offer the best results with minimal maintenance.”
Why this works:
Clients may compare their current stylist to a previous one, which can trigger insecurities, but this often stems from curiosity about your techniques. Their former stylist might not have explained the process. By confidently outlining your methods and their effects, you demonstrate your expertise and make the client feel understood, ultimately strengthening your connection.
“So is this the toner?”>
Answer:
“Yes, specifically, this is Aveda’s Demi + Color Treatment. I chose this because it creates a long-lasting, bright blonde, and it also improves the texture of your hair, resulting in a shinier and healthier look. I will process it for 10 minutes, and afterward, we will return to the chair for your haircut.”
Why this works:
When clients question our every move, it can feel annoying or anxiety-inducing. However, it’s important to remember that this curiosity typically stems from a genuine interest in the process and what comes next. Clients don’t spend every day in the salon like we do; to them, this process is fascinating. Their questions are a sign of engagement and interest, not distrust.
In fact, I argue it’s more of a concern when clients doesn’t ask questions. When a guest is silent, it's an indication of their disinterst--in other words, they're not returning. Encouraging questions fosters a stronger connection and reassures clients that their needs are being prioritized.
“What do you think about this a new product, or color trend?”>
Answer:
Scandinavian hairline example: “The Scandinavian hairline is a technique that brightens hair around the face creating an illusion of light. I have found this technique works best on natural medium to light blondes, and wouldn’t be suitable for your hair type and color.
There are a few techniques I can recommend to achieve a beautiful brightening effect without damaging your hair.”
Why this works:
When asked about industry trends, clients expect stylists to provide insightful responses. Your ability to weigh the pros and cons of trends and offer advice showcases your expertise and care. This not only helps clients trust your recommendations but also positions you as a knowledgeable guide, enhancing their overall experience.
“How long do you think before this color washes out?”>
Answer:
“Because your hair was treated with Aveda Demi + Color Treatment, your hair color will be vibrant for up to 8 weeks or 26 washes. For your color to look its best, I recommend only washing with Aveda Color Control Light Shampoo every other day. Let’s schedule you a return appointment 8 weeks from now, how does that sound?”
Why this works:
This sounds like they're saying, “my hair color is too dark/short/etc; when will it go back to the way it was?!” In reality, they are seeking guidance on how to care for their hair and when to return for a touch-up.
Educate guests about product use and next visit timeline shows you're comitted to helping them reach their goals. This proactive approach is authroitative and strengthens the relationship by ensuring they understand next-steps.
Putting it all together
So what answers did you write down and how do you feel about them? When faced with challenging client situations, our goal should be to provide information and educate. By putting ourselves in our clients' shoes we begin to see their questions as invitations to share, rather than doubt about our training, experience, or methods. Remember, they are the ones hiring you for a job. If they knew how to solve their problems, they wouldn’t need to hire you, would they? Nonetheless, our guests want to understand the reasoning behind what we do. It’s their money, and they want us to explain our actions in a way that makes sense to them.
You can do more than "survive" the client interview, you can crush it! By providing more details and being open to conversation you will quickly earn your clients trust - and their repeat business.
Additional Reading, Tools, Discussion
What’s worse than receiving tricky client questions? How about a client who asks no questions?
Clients who are uninterested and disengaged do not rebook appointments! Read more here for tips on how to effectively turn around this scenario and convert guests into raving fans.
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