My client's comment about her gray roots made me question my whole consultation process

This happened Tuesday. A regular of mine, she's been coming for 4 years, sat down and said she wanted to cover her grays. I asked what she liked about her current color, she said she hated the grow out. So I offered a root smudge and toner, kept it simple. Then she goes, "Actually, I was thinking about letting it all go natural. My daughter said I'd look like Helen Mirren." I froze for a second. Told her we could do a color correction or a big chop, but we didn't talk about maintenance. She asked how often she'd need to come in for the smudge, I said every 6 to 7 weeks. She did the math, said that's $480 a year just on upkeep. Then she asked me why I never told her that before. That hit different. I realized all my consults I'm selling transformations but not the real schedule. She ended up booking a consultation for a full grow out plan with a stylist who does gray blending. Fair. But I felt like I failed her. Has anyone else had a client ask you something basic about cost or up keep that you just assumed they already knew? Because I'm redoing my whole intake form now.

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1 Comment

juliashah11d ago

Honestly, sounds like you dodged a bullet more than failed her. That $480 a year is the cost of any service, and most clients already know the drill or ask when they care. You can't carry the mental math for every person who sits in your chair, so don't beat yourself up over one basic question.