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Today we are going to talk about finding the time and space to do it all. Finding the time and space to take classes, be there for your partner and your family, get everything done that you to get done in your business, and feel well-rounded as a person. There is a system I’ve put into place in my business that has been a game changer and I only started running this system fairly recently and it has been a weight off my shoulders. I want to share my system with you in hopes that you can put it into practice in your business and life as well just to take a little bit of that pressure off and allow you to retain just a little bit more focus.

I don’t know about you, but I know for myself there are times in my life where I lay in bed staring at the ceiling with a list of a thousand to do’s running through my mind. Sometimes it’s a list of a mix of personal to do’s, professional to do’s and things I should have done a month ago, and the mix of it all actually becomes overwhelming. I call this the analysis paralysis, because you are thinking I could do so many things now that I don’t want to do anything because I feel like an epic failure because nothing is getting done. This is not a true at all and a false reality we give ourselves. I think as stylists, and salon owners, there are four phases that our business runs through at any given time, they range from feeling inspired, excited, amped up like you can take over the world, to overwhelmed, disheartened and discouraged- I don’t even know how I got here. All of those thoughts and riding that roller-coaster is normal, we all go through it. I’ve dissected it, and if you haven’t already listened to Podcast Episode 4 of this podcast, do it. It is one of the most downloaded episodes I have done, it’s a huge eye opener, and if you feel like you’re riding that roller-coaster of some days I love my job, and some days I don’t even know how I got here, listen to this episode and it is a total game changer. One of the things I talk about in that episode is a phase called The Inspiration Phase, and I talk about how inspiration is so important to us and all stages of our business. As soon as your inspiration tank is drained it is incredibly difficult to drag yourself out of bed every day, it’s incredibly difficult to put on that big huge smile and greet our clients, and a lot of times we just don’t feel like we can do it. We have a hard time mustering that energy to make it happen. That happens when your inspiration tank is low, when it’s drained you feel worthless and you feel like you can’t show up for your clients. You’re not there for your family, you’re not showing up for your spouse, and you certainly aren’t showing up on social media, and your marketing efforts are lacking. I feel like this at times too and it’s overwhelming and all consuming. A lot of inspiration comes from reading a book, listening to podcasts, or education, and a lot of people get in the mindset of yes, I would do it if I had the time to. You have to make the time. The 28-hour day that we’re all praying for isn’t someday going to land on our laps. It’s not coming. The universe is not going to give us a 28-hour day, and if it did, you’d fill up those extra four hours with minutia. We have 24 hours in a day and you get to choose how you spend those hours, and those who are successful spend them very wisely. I want to teach you how I have broken my business down into seasons so that there are times in my life where I can squeeze in that inspiration and how it transforms the rest of my year.

I have four seasons that I have created in my business. Seasons don’t mean that quarterly I am doing something new in my business. Sometimes a season will last a week. Sometimes a season will be a couple of days, once I explain the seasons it will make more sense to you. The four seasons I will share with you are known as the inspire, create, execute, and reflect seasons.

Inspire Season

When I am in an inspire season, I can spend several weeks inspiring. When I feel like I am drained, tapped out, and like I have nothing left to give it’s difficult for me to come up with new content, because it’s not that I don’t have great ideas, it’s just I am tapped out. I feel like I don’t have anything more to share. If you feel like you want to post on social media, but you don’t even know what to say right now, or you want to do a YouTube video, but you don’t even know what you would share, or you want to do exciting marketing for the salon, but you don’t even know what that would be like, if your mind draws a blank at stuff like that--You need to get inspired because once you get back to the inspiration season your mind will be overflowing with ideas. I try to get back to inspiration as long as I can and I can spend several weeks just focusing on inspiration.

Let me share with you what the inspiration season means for me. When I am in the inspiration season, I read a lot, I do a lot of research. Research can be online research or it could be in the form of coaching calls with my peers or mentors. I spend time listening to podcasts and I fill notebooks with ideas, strategies and aha moments. I take long walks with my dog, or go on runs with him while listening to music because it helps me to get a clear head and come up with brilliant ideas. Sometimes when I try to sit and just think of an idea it’s too much pressure, but when I am out enjoying life that’s when the best ideas come. When my mind is open like this, I am soaking up the knowledge and not creating anything new. When I am in the inspire season, I am not creating new podcasts, or writing blog posts or anything like that. I am not creating any new content, but that doesn’t mean that I have stopped working. I am still taking coaching calls, I’m still in my Facebook groups every day, I am still updating course content as I need to, I’m answering emails and supporting my team while doing all my regular work stuff. So, for you, you would still do all your clients, you would still order your color, your business still goes on, but in the other hours of life you’re just soaking up inspiration and knowledge.

Create Season

The create season happens when you have closed down the inspiration season for a minute. This is the season where I review everything that has come up. I look back through the notebooks, and I sort through which ideas I should start with and I make more detailed notes on how I can turn these inspired ideas into a killer plan. What can I do to make this happen? Then I start creating a plan for how I can transform my business. One of the best areas I can show for where I have done this is my Instagram page. If you scroll all the way to the beginning of my Instagram posts and see where I started to where I have come to. I got inspired over how I wanted to transform my account and put that into action. Your create season can be anything you want it to be. Look at it as a space for creativity of what could possibly be in your business. If you did the Inspire stage properly you should have an arsenal of ideas for what you can do. Remember all of this takes place while you are still doing the normal day-to-day of your business.

Execute Season

In this season I start executing my plan. I encourage you not to skip steps. Take a breather, think about what you have learned, create a plan around it and then execute. You will be amazed at how less overwhelmed you are and how much easier things flow when you actually have a plan in place. Create a plan, have a vision for what you are doing and then you execute. It is in this third season when you start cranking out the work

Reflect Season

In this season I will go back and look at the work I put out whether it be my Instagram posts, my Facebook, my blog, or my podcasts episodes. I will take a look at everything and analyze it. You are going to ask yourself how you feel about it and what you think can be improved. You have to make note of everything you want to change, because when you go back to your inspire season you can start fixing some of those things and making them right. Look back at your clientele the last few months and what your retention percentages look like. How many people did you send thank you notes to? How many times did you talk about referrals? What monthly promotions did you put into place in your business? You really need to do an assessment of your business and what you’ve done and the areas you’re proud of and think about what you want to do more of and improve on.

I know a lot of you are thinking if you had the time to do all of this my business would be booming. That you wish you had the free time to make it happen. Like I mentioned earlier, that 28-hour day is never happening, and those who choose to be successful carve out the time to do this. You will never grow your business until you stop working in it and start working on it. Doing the things beyond the cuts and color, doing the things beyond the inventory, doing the things that actually grow your business. Gone are the days when you could just show up, do good hair, and grow a clientele. Those days died and they’re not coming back. It has become all the other things that we do that maintain and grow our business.

So, depending on the time you are reading this content, I may have just had my Hair Stylist Boot Camp, it may be opening in a few months, or it may be around the corner in just a few weeks. I challenge you that the next time it comes around you carve out the time to join me and thousands of other stylists and together we will light your fire, and get the ideas needed to recharge your business. You can check out my Boot Camp at brittseva.com/bootcamp, please remember that even if there is not a Boot Camp happening right now there will be future one’s for you to join me!


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Today we are going to talk about one of the biggest challenges for stylists. That’s right you guessed it, saying that dirty little word NO. Why is it that we can’t say no? Often, I hear of stylists who are literally being bullied by their clients into doing things that they don’t want to do. Then as stylists we wonder why we are feeling resentful, overworked, underpaid, and why we are working our butts off and not taking home any money. This often comes from the fact that we don’t have enough courage or the skills to just say no. There is so much power when you stop being a yes person and just learn to use the incredible power of NO to create a beautiful life for yourself. I know some of you listening to this are thinking that you are confident and have no trouble saying no. Even a confident person gets into situations where they feel awkward saying no, or they worry about what’s going to happen if they say no. It happens to all of us, and I want to give you a really strong skill set so you don’t worry the next time you’re in a position where you could totally say yes, but you want to say no. By creating some super simple guidelines, you can apply in your business today saying no is going to be super easy, pain free, and make your job a whole lot more enjoyable.

There are three major areas where stylists need to learn to say no, and we are going to tackle all three. The biggest ones I see are, saying no to discounts, saying no to schedule changes, and saying no within a consultation. You will be surprised to find out that saying no in a consultation is going to create more money in your pocket, less redo’s, and more referrals.

I want to talk about why we always hesitate to say no. It comes down to one core issue. Take a second and think about why you as a person say yes, when in the back of your mind you’re thinking I don’t want to do this, I shouldn’t do this I should just say no. Why is it that y-e-s comes out of your mouth instead? Generally speaking it’s because we are afraid the other person will be mad at us, and we’re scared of what their reaction is going to be. If you haven't done so yet I want you to go back and listen to module eight. It’s all about how to build your confidence because once you have that piece in place you won’t be worried about somebody else’s reaction at all. You have to become really in tune with yourself and who you are, and what makes you happy because even that alone makes it much easier to say no and be true to yourself. At the end of the day if that makes somebody upset, that’s a bummer, but all you can do is do good things for yourself.

So, confession. I am saying that I am good about it now, but at my core I really am a people pleaser. I have always been the fixer and the one who resolves problems. For years I struggled with the pressure of carrying the world on my shoulders, and the fear that if I didn’t do it somebody would be mad at me. This mindset made me a yes person, but it also made me resentful. It is not a great place to be. I made the decision to really change, to get in tune with myself and this past year I really became great at saying no when I knew that I was being asked to commit to something that wasn’t in line with my goals or that didn’t make me happy or that would have pulled me away from somewhere I really needed to be. I started saying no and no one was mad at me. Once you start saying no you will wonder why you weren’t doing this before. Today I am going to give you the skills so that you can feel confident about saying no in every situation you walk into. There are four key pieces we need to keep in mind each time we need to say no.

  • You are going to set a guideline.

  • You are going to communicate that guideline.

  • You are going to stick to your guns.

  • You are going to remember above all else that your happiness needs to come first.

 So, knowing that those are the four key pieces we’re going to dive into the three situations that most stylists end up in when they really should be saying no, but they end up saying yes.

Situation Number One: Saying no to discounts.

So many of us are guilty of discounting people that we really shouldn’t. We have all done it. It could be friends and family, it could be acquaintances, or people your friends and family send your way, if you end up giving discounts left and right everyone will begin to perceive you this way. This is a reality you could end up creating for yourself simply because you are unable to say no. This is a skill set that I want you to adapt so that you are no longer in that position where you’re giving free haircuts to extended family, friends, co-workers from your second job, acquaintances, people from high school who found you on Facebook and messaged you saying they need your help because they don’t have a lot of money.

The answer to all of that is no. If you don’t want to say no to that and if you like doing your friends and relatives hair for free then we need to have a reality check that you are a hobby hair stylist. You aren’t in this to make it a career and you’re in it to make people feel good which is totally fine. You have to think if you were trying to make a living doing hair right now the way you are running your business putting food on the table would be hard with giving everyone discounts. Until you stop being that person that is hooking everybody up you will be flat broke, and it’s really important for you to come to terms with that.

There’re a few discounts that stylists do that they don’t even realize is discounting. When you bundle services meaning a haircut is $50 and root touch up is $70, but when you get a haircut and root touch up combined it’s only $100. Why does somebody get a $20 discount just because they got two services? The time it would take you to both is the same, so you need to charge full price. When we think a client has been a client for years so she doesn’t get a price increase-you can’t do that. You are a professional and you need to be charging your worth.

Set the guideline.

The first place we are going to have to go if we are going to start charging our worth is we need to set the guideline. You have to have proper and set price points-this falls on you. Pricing is based on experience, it is based on market, based on your target market, setting your prices is not something you can get an answer to in a forum. It is important that your pricing is appropriate based on who you are as a stylist and that your set pricing isn’t something that flexes situationally. Services need to have specific amounts, and your pricing doesn’t flex depending on the person that it is, that is not running a proper business.

The second part of setting your guideline is deciding who if anybody should get a discount. For some of you your thoughts go to your mom, your siblings, their boyfriends, if you think about it this way your list could go on and on and on. At some point you have to say enough. You have to set the tone that you are a professional and not just the hookup hairstylist. You are a professional and your time is super valuable and that is why you need to charge for it. Anyone you decide gets free services, stick to it and do not go beyond that. In the salon I worked at we had a policy in place that two people out of your whole clientele could get free services and if a stylist did any more then that they would get a write up. This process wasn’t to be mean but because I wanted people to be running their business as professionals and not as the hookup hairstylists.

Communicate your guideline.

You should be communicating your guideline through published pricing. Your pricing should be published on your website. You should have some sort of printed piece that shares you pricing, it can be in the appointment confirmation. It should be very clear at several touch-points what the pricing is. It is your job to communicate this. If a client comes in and says they didn’t realize it was going to be so expensive, that is your fault not theirs. At some point you didn’t communicate the price to them. Your pricing should always be clear and always be published.

Stick to your guns.

Number three is always going to be stick to your guns. When you quote a price and someone replies with “oh my gosh it’s that much” your reply should never be to discount the price, but instead “that is what I charge for the services that you’ve selected, if you want we can take a look at the service package I’ve created for you and perhaps we can do a mini highlight instead of a full.” This allows the client to have a choice of how much they want to pay versus you discounting your prices. There are always options other than discounting your services. You set the guideline, you stick to your guns, and your price is your price. You also have to stick to your guns when you increase the price for one person, this means you increase the price for your entire clientele. You can’t charge different people different prices. Its unprofessional, people catch on, it hurts your referral business, and you end up building a discount clientele for yourself.  I know balancing prices is hard. I know it's hard to get out the discounts cycle. We have a whole module dedicated to it in our Thrivers Society program, but it's really important that you make this happen.

Remember your happiness needs to come first.

If you are going to make a go of this as a hairstylist and really make a career where you make great money, live a wealthy life, work the hours you want, and have a beautiful balance, you have to say no to discounts. You have to find the power in yourself to say no. Find the verbiage to make it happen and follow these four steps, set the guideline, communicate it, stick to your guns and remember your happiness and well-being has to come first.

Situation Number Two: Saying no to schedule changes.

The second situation we get is saying no to schedule changes. Many of you know how it is when you close at 5:00 PM on a Saturday and a client begs you to squeeze them in. You end up saying yes, you end up stuck in the salon from 9:00 AM-8:00 PM on a Saturday night, and maybe you’ve missed out on a night out with friends and family. You do all this for maybe a $20 tip. Some of you are happy to do that while others you don’t want to do that to miss out on your own time, it is not worth it to you. For those of you who think you can handle this for a short while, it will end up burning you out. It is really important that you stick to your schedule. Another thing about saying no to schedule changes is what you do when a client cancels at the last minute. This is not okay. You don’t force them to come in, but you put that person in a position where she either comes in or there’s a price to pay.

Set the guideline.

You are going to have a set schedule, that you stick to. For some of us the hardest part is creating the set schedule and sticking to your guns and saying no when a client asks you to do them a favor and come in early or stay late. I know many of you think that by not accommodating these requests that you will miss out on money. Once I started coaching stylists to say no we have found they are actually not missing out on any money. They are still seeing the same number of clients and they save their sanity. Their clients are less stressed out because they’re not booked so packed together, and the stylists aren’t burnt out because they’re working too hard. It’s the exact opposite effect, you’re not going to lose clients or money you’re just going to be carrying yourself as a professional, and it’s going to lift your business overall

The follow up piece to this is creating a cancellation policy. It doesn’t matter if you have created it if you are not enforcing it. Until you start charging people for the late cancellations and no-shows you are not effectively managing your schedule and you’re not saying no you’re saying yes, it’s okay to cancel with me last minute. There’s no penalty, it’s all good. It’s really important that if somebody cancels within your cancellation window they get charged. You can let them know it’s okay they can’t make it in, but because of the policy you have in place you will have to charge them the cancellation fee before they are able to book their next appointment. This is a business decision not a personal one. It is really important to respect yourself as a business owner and enforce those things all the way through.

Communicate your guideline.

Your next step is going to be to publish this guideline. It is going to go on your website, it’s going to go in print, it’s going to be communicated verbally to your clients at their first appointment. This is how you pre-say no is by letting clients know what your cancellation policy is, and letting them know cancellations are not something you tolerate in your business. This is a really healthy thing to have in your business and if you don’t already have it in place I want you to get it in place today.

Stick to your guns.

If somebody asks you to stay late it’s a no. If somebody asks you to come in early, it’s a no. If somebody is late or a no show you enforce the policy and you charge them. Something really powerful will happen when take the reins in your business and begin to do this.

Remember your happiness needs to come first.

When you start taking control of your schedule and don’t let your clients walk all over you, you’ll be seen as more of a professional. You will have more freedom with your family, you’ll be less stressed out and you won’t be working those long crazy days. Trust me, you will still be making great money.

Situation Number Three: Saying no in a consultation.

A lot of stylists get caught up saying yes when they should be saying no during a consultation. For those of you who don’t know, my experience mostly in the industry is as a salon director. I spent a lot of time dealing with angry and frustrated clients. When a client called in for a redo they always had to speak with me, because I wanted to know what was going on. Often times I would get that the person was crazy or unrealistic and a lot of times this would boil down to the fact that stylist made a mistake during the consultation. When somebody sits in your chair and wants something unrealistic or you get the vibe that they’re crazy or you’re going to label them as crazy or their personality type just isn’t a match for yours, it’s better to just say no. It’s better to say “You know I hear what you want, but I am getting the sense that we’re not a great match for each other. It’s nothing personal, I am very specific in the way that I do hair and I think what you’re looking for just isn’t something I can achieve. I am going to end the visit right here. I wish you all the best in finding a stylist who is going to help you reach your goals.”  Even though that person may be disappointed, how much worse is it when you spend three hours doing someone’s hair, and you are doing something you didn’t even want to do because you knew it was a bad idea, and she then comes back and wants a refund. If you had just said no in the beginning, yes you would have had a gap in your day but you also would have saved yourself the headache.

There are also scenarios where I have had stylists feel like everything went great and they are unsure why the guest might want a refund or a redo. After talking to the client, they will express they were really clear as to what they wanted in the consultation and the end result was not what I got. That is the stylist’s fault, they did not pull enough information out of the guest to be the same page so that the result could be achieved. So, either the stylists needed to say no, or ask more questions to get more defined picture on what was going to be happening for the day. In a lot of redo’s, it actually does end up being the stylists mistake because they ended up saying yes when they really should have been saying no.

Set the guideline.

Your consultation guideline is going to be more of a personal one. What’s going to help is if you have a consultation script that you run through some pretty standard questions and if you’re asking your questions and getting a lot of red flags, or you can’t get on the same page I want you to trust your gut and feel confident saying no.

Communicate your guideline.

What you can do is start off the consultation by saying “It’s so nice to meet you. Let’s talk about what you have in mind for today. I’m going to share my professional opinion as well just so that we can ensure you feel confident, gorgeous and happy as you walk away today, and that we’re on the same page.” This allows you to set the tone and take control. It allows both sides to communicate what they have to say versus a guest giving you their wish list and you making their dreams come true.

Stick to your guns.

When somebody starts to have a crazy plan or she’s a level one today box dye and wants to be a level 9, it’s not going to happen and you are not even going to promise you can get her to a level 7. You will maybe even under promise and say no. It’s really important that you don’t over-commit to something that you’re not going to be able to pull off. If your gut says this is not a good thing to do, don’t do it, it’s better to send the guest packing then to say yes and have disappointment and pain later on.

Remember your happiness needs to come first.

Are we bummed when we have to send a guest away. Totally. What makes us feel worse is when we have a redo because we weren’t prepared, or we over-committed, or we really didn’t know what we were doing. There is no pain deeper than that as a stylist.  I want to encourage you to just say no from the start, because I promise you it will be so much less painful than cleaning up the mess on the back end.

For you to do:

Make a list of all your personal guidelines, boundaries, or policies so that when you are at the crossroads and thinking you should say no, but feeling like maybe I will say yes, you have something to keep you in check.

Know which particular situations that you will always say no to, this allows your rules to be your rules. Having your own personal rules is really huge and will help you make important decisions in your life.

Sit down and make a list of all the situations you find yourself in where it’s hard for you to say no. Maybe some of them are in your personal life, but most will be in your professional life. Make you own set of policies and guidelines of times when you are going to say no. You have to have personal policies you set in place for yourself. Your time is your time. Once you do this you will find you can be so much happier.

I hope that by the end of this you are feeling empowered to say no more often and you realize it’s not such a dirty little word.


Links Mentioned:

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To sign up for my free Facebook training class click here now.

To sign up for my free website training class click here now.

To listen to past episodes of The Thriving Stylist Podcast click here now.


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I always say that for a client, meeting a new stylist is like going on a first date. I like to use that analogy because I think the two experiences are very similar. The client is nervous, she is hoping she says all the right things, and that you guys click, because no client comes to you hoping it is not going to work out. They hope that you’re going to be their person. Please keep that in mind. You on the flip side are hoping you’ll have a really great time together, that the client has that kind of hair that you really like doing and you want to build that long-term relationship too. With that analogy to think about, what can make or break a first date? No matter how hot or how good looking the person sitting across the table from you is, no matter how fancy the restaurant is, or even if they pull out all the bells and whistles, the relationship is not going to last if the conversation sucks, or if there is no trust that can be built. If the communication is not there it’s just going to be a flop. As a stylist our consultation is the ultimate communication and trust builder, there is nothing else. You can do the best hair in the world, but if your conversation skills lack and you can’t have a good consultation, or if in the first 15 minutes of meeting you a client isn’t fully confident you get them, or think this is going to be a great long-term experience, they are likely not going to come back for a second time. The consultation can really make or break it. Consultations are also the difference between retention and referrals vs. re-do’s and a failing business. Your consultation can really make or break your career.

I think a lot of stylists skip over this read, and think oh yeah, I’ve done consultations before. I guarantee each and every one of you reading this have never heard this strategy before. You have never seen consultations explained this way no matter how many consultation classes you’ve taken or the tools you have tried out. So, let’s dive in.

We all come pre-wired and predisposed to learning in one specific way or another. You’ve probably heard people talk about that before maybe as far back as elementary school. There are four different learning styles and most people have the natural tendency to think that they are hands on learners. Only 25% of the population are in actuality hands on learners and the other 75% learn another way. All of your clients, and you are wired to learn in one of the four ways. I want you to understand the four learning styles because the client sitting in your chair learns in one of these four styles better than any of the others, and the only way to ensure that the consultation goes flawlessly is actually by hitting all four of these styles in one way or another through the process so that you can be 100% sure that your messaging is coming through loud and clear to the guest.

I want to remind you the purpose of a consultation. The goal for us is to listen to what the guest wants, almost like taking an order at a restaurant. We also want to offer advice based on personal opinion or expertise so that we can get on the same page and meet in the middle. Most of you reading this blog don’t like to just be order takers, or do the hair your guest requests even if it is a bad idea.  They’re coming to you because you are the professional, so you should be offering that professional advice. Then there is the middle ground between what the guest came in asking for and what you as the stylist believe is the best plan. When we are working to get on that same page with our guest there is an element of learning happening there. If you aren’t speaking to the style that the client understands best they’ll have no idea what you’re talking about. So, if in your mind you have the perfect plan, and you explain that to them, think they’ve got, and in their mind the client could be like I hope this lady knows what she is talking about because I have no idea what is going on right now. A lot of the time the client won’t tell you if they don’t know what is going on. If we improve our consultations and communication it is never going to be an issue in the future. When most stylists consult they speak in their own communication style, and naturally we’re all really great at speaking in our own style. Alternatively, others are kind of going through the motions based on other consultation techniques they learned at a class somewhere, but they don’t understand the logic behind it. The key and most important part are that you have to understand the logic behind what you are doing and the tools you are using. I want to give you the logic so that your communication is going to soar and all of your consultations are going to kick some serious ass! I want to share with you the four key elements of every consultation to ensure that you and your guest are 100% on the same page. Each of the key elements is wrapped up into a learning style, some of these are going to be familiar while others are brand new.

Learning Style Number 1:

The first learning style I want to discuss is visual which is also known as spatial. A visual learner likes to see pictures, and images, they have a better spatial understanding when they can see the world around them. A visual learner is an I’ll believe it when I see it type of person.

Learning Style Number 2:

The second style I want to discuss is an oral learner. An oral learner prefers sounds, auditory and musical sounds alike. They prefer music, but sound would also count as hearing the sound of your voice. The more that you can speak to them the better.

Learning Style Number 3:

The third style I want to discuss is the verbal learner-linguistic. There is a difference between oral and verbal learners. A verbal learner prefers words in both speech and writing, verbal learners are actually great at reading content and comprehending it. They’re also great at taking notes, and when they do it really cements everything into their brain. They like speaking and learn through speaking.

Learning Style Number 4:

The fourth style I want to discuss is the physical, kinesthetic learners who prefer to use their body. These are the hands-on type of learners, where sense of touch really makes a difference.

Reflecting back to those four key learning styles I want you to try and place yourself and see what fits most with you. I am going to dive deeper into each style and talk about how you can start incorporating all four of these elements into your consultations because every single guest you have sitting in your chair is either a visual, oral, verbal, or physical learner and consultation is a teaching and sharing technique. The more we can get on the same page with each guest the better our consults will be.


Let’s start with our visual learner, somebody who’s a visual learner wants to see examples of what you are talking about, and not just one. The more examples you can show a visual learner the better. Showing them the little details is something they need to really understand what you are talking about. They are going to do best if they are able to show you examples and you in turn are able to show them examples, because they communicate much better through looking at something rather than talking. They won’t understand what you are talking about until they see it.


Then we have somebody who would be more in tune with the oral learning style. For them they are going to be very in tune with everything that’s coming out of your mouth, and they’re going to match your tone. If you are going into a consult and you are not really feeling it, low tone, and low energy, you have already blown it before you even opened your mouth. They’re never going to come back. They want you to be high energy, they want to feel that positivity through your voice. You need to smile through your voice, they want to hear that happiness in your voice. They want to be all in on the conversation-don’t be distracted. If you get distracted and pulled into a side conversation or consultation with an oral learner you are screwed they are done for. They want to have 100% of your attention for that consultation, you have to be all in with no distractions. They will also want to hear you recap the plan several times. You must explain exactly what the understanding is, exactly what the plan is, at least two times so it really cements in. They are also going to find comfort in you knowing exactly what they want, when they verbally hear a recap it is going to give them the greatest peace of mind that they have finally found someone who understands what they are looking for.


So, then we have those who are more verbal learners. Very different than the oral learner a verbal learner actually needs to keep talking. The verbal learner wants to talk themselves, because when they’re able to speak and say things that’s going to cement it in their head a little bit more. You need to keep this type of guest talking. You want to get this guest to spit out all the details and you do this by asking questions, you ask what they like and also what they don’t like. A verbal learner needs to be coerced into continuing to talk so that you can both get on the same page. For these types of learners, you need to remember it is equally important to know their likes and dislikes.


Then we have the physical learner, and this type of person wants to feel really physically connected and they want that through eye contact. We want to look at them in the eye and not through the mirror and be truly eyeball to eyeball. Get in front of your guest, if you have a stool that you can sit down at eye level with them, this is the best. If you bring out something like a swatch book encourage them to touch the swatches and really make a choice for themselves. Allow them to touch their own hair, if you are doing a cut have them hold their hair so you can show them where the cut will be. This kind of confirmation for a physical learner is everything. Getting them really involved in the process is huge.

A good consultation is a partnership 100% of the way, and if you can’t get on these four levels with each and every guest and make sure they actually get the information they need to feel comfortable with the plan, you’ll end up with a redo, a refund or no retention if you can’t get these things down.

So, let’s pull it all together and make your game plan:

Guest walks through the door you greet them immediately. Greet them with a huge smile, a handshake or a hug. Do what works for you. As you walk up to them and you have a smile in your voice you have already appealed to the visual, physical, and oral learner.

Guest sits down and you sit down with them eye level if possible and if not, you stand in front of them, remembering to be eyeball to eyeball. What you are going to start doing here is working through your list of consultation questions. You should have a list of at least 15-18 questions in your brain that you routinely ask each guest. If you are in my Thrivers Society program I give you the consultation overview with a major checklist cheat sheet of all the questions you should be asking. If you are not a part of the program yet I encourage you to still make a list of 15-20 questions that you’re going to run through with each of your guests to make sure you hit all the touch points. When you are asking your questions, you want to be sure you are doing so with a huge smile and warm tone because that’s really going to be great for the oral and verbal learners.

As a guest starts to mention what they have in mind I want you to pull out a look book. Some sort of printed book that your guest can flip through, or scroll through on your phone. It needs to be a visual resource that you and your guests can go to during the consultation to get to what the guest is looking for. Ask the guest to hold the book or the phone and to go through and pick out pictures that they like. This is going to be both for the physical and visual learner. If you’re just showing them pictures you are only appealing to the visual learner, but once you make the guest an active participant in the experience everything is going to be enhanced and you’re going to meet the needs of both the visual and kinesthetic learner.

When a guest shows you a photo they like, ask what they like about the photo and if there is anything they don’t like. This question appeals to the oral, the verbal, and the visual learner. Based on the picture they show you can now show alternatives if needed, this is great for the visual learner. From here you can ask questions about the new photo and get them talking about it, this is great for both the oral and verbal learner.

Now when you are doing color, always use a swatch book or color ring, every single time. There is no scenario in a consultation where one of those tools doesn’t come out. This is very important for the visual and physical learner-they have to have it. They don’t understand any other way, going through magazines will not be enough. Having something a guest could look through, feel through, point to, and touch is really going to help you get to where you need to be for that guest. By doing this you are going to cover the visual and physical components for each guest.

If a guest comes in and wants just a trim. Hand them a mirror, turn them around so they can see the back of their head and show them what one inch means to you by combing through their hair. This gives the guest a super solid visual and a guest who is a visual learner can really understand that. Use you comb as a guide to give your guest a visual on what you will be doing, even just feeling that comb go through their hair is going to be great for a physical learner as well.

At the end of the consultation you’re going to say OK, so my understanding is that this is what we are achieving today. Here is when you will begin your recap, you will show a swatch again, talk about the process of what you will be doing, talk about the colors you will be using, show multiple swatches if necessary, discuss the cut that will take place, reconfirm the length of the cut and the style. Once you have recapped everything that is going to take place you want to place your hand on the guest’s shoulder and let them know that is your understanding of the plan and ask if there is anything else they would like to add or change before getting started. That confirmation for the verbal and oral learner is everything.

Often when consultations go bad it’s because the stylist ended up dominating the conversation. Verbal communication is very common in consultations in the salon, some visual though it is often fairly weak. There is very little partnership in the consultation process, I rarely see a stylist who is truly trying to get on the same level and communicate in the way that a guest understands. The more you can nail this down and start incorporating all four pieces the easier your life will get. Your consultation allows you to teach your client what is possible for them. This comes down to their learning style and the only way to communicate effectively is to hit all four points.

If you have ever had a client leave unhappy or call for a redo, generally speaking this is due to the consultation. Even though you may have felt you were on the same page you weren’t, there was some kind of communication breakdown. The more time you spend in your consultations pulling out information you will see a decrease in unhappy guests looking for redo’s.

I have decided to include for you today everything you need to create your consultation kit. I have suggestions for everything I want you to be walking out with every time you consult with a guest. Make sure you head to brittseva/012 to receive your consultation kit cheat sheet, so you can really start putting it together, practicing, and putting it into play for your business so you can get your consultations nailed down.


Consultation Kit Quick Guide

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