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“Just let clients talk and get the issue out of their system.
Speaking about a problem can be healing in itself. Don’t
offer too much advice – listening seems to do the trick.”
Barrie Stephen, owner, Barrie Stephen, Leicestershire
“Put a hand out to console them and have tissues on hand
and the offer of a cup of tea. Let them offload their trauma or
problem, but do refer them to a specialist qualified in dealing
with these situations.”
Stuart Holmes, owner, Stuart Holmes Hair & Beauty
Spa, Cheltenham
“Encourage and boost their confidence without belittling
their struggles. One of my clients died suddenly, and her
sisters and mum came in to get their hair done for the
funeral. While I felt miserable, I made sure I didn’t add that
burden, so we all talked about her life.”
Jack Melville, owner, Be-ba-boom, Edinburgh
PHOTOGRAPH: JUPITER IMAGES - POSED BY MODELS
How to be a confidante to your clients
“Being able to read your client’s body language and facial
expressions will help you realise something may be wrong.
Offer to take them to a private area where they can talk
freely without being overheard.”
Lauren Turner, owner, Spirit Hair Company, High
Wycombe
CLIENT
“Listen, be empathic and non-judgemental, and keep what
they say in total confidence.”
Ronnie Marshall, owner, Byron Hairdressing,
Kirkcaldy
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confidential
The
conversation between stylist and client
can cover far more personal topics than
the weather, holiday destinations, and plans for the
weekend: a trusting relationship means clients are more
likely to open up about their stresses and problems.
Salon owners are increasingly embracing the need to
offer emotional support to their clients – which can often
cover delicate topics such as bereavement, divorce and
depression – believing it to be part and parcel of the feelgood nature of a visit to the salon.
“Having a cut and style has the power to transform
and uplift, especially if you’re putting a phase of life
behind you,”says Barrie Stephen, owner, Barrie Stephen,
Leicestershire.
“A woman can come in with her confidence dented
and after a spruce-up she can leave the salon looking
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red-hot gorgeous and feeling a thousand times better.”
During that process, hairdressers can become privy
to all kinds of intimate details about their clients’ lives.
Barrie says he has seen clients get married, have children,
divorce, move house and go through bereavement.
Intimate secrets
Some of those details are more confidential than others,
however. Stuart Holmes, owner, Stuart Holmes Hair &
Beauty Spa in Cheltenham, recalls:“We have, over the
years, had clients confiding in us about their infidelities
and exploits.
“In the salon on one occasion, to the right I had the
wife whose colour was developing; to the left I had the
mistress having a blow-dry; while I sat in the middle
cutting the philanderer’s hair. Discretion was of utmost
8-14 October 2010
importance. All left the salon happy, and the women left
totally unaware of each other.”
Team support
The majority of hairdressers are not trained counsellors,
however, so salon owners need to be aware of the
impact on their employees of providing this emotional
support to clients.“Being a confidante to clients can be
draining, so you have to make sure you don’t become
too emotionally involved,” says Jack Melville, owner of
Be-ba-boom in Edinburgh.“Yes, sympathise, but you
have to keep a barrier up too. And, don’t take it out of
the salon. Experience helps, as does training – roleplaying is an excellent way of exploring how to deal with
emotional clients.”
Barrie makes sure his employees are physically
8-14 October 2010
and emotionally robust by running
an ongoing programme across his salons called Fit 4
Business.“When our team members feel good inside,
this translates into their work,” he says.
Supporting people in their personal circumstances, as
well as making them look fantastic, can lead to positive
results for the salon, says Stuart.“We find our clients
very loyal, and over the years this can become a great
friendship based not only on providing them with good
hairdressing but also as their friend.
“I have had many conversations with my father-in-law,
a GP, to whom I say he helps to save and prolong lives,
and we cut hair. However, he always says back to me:
‘That may be the case. However, you have the ability to
make people happy, which is just as important.’”
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