How to Elevate Your Hair Colour Consultations

Colour consultations become much easier when you have a framework to guide you. That’s why we created a three-step consultation blueprint that covers all the bases for your clients' needs. This is how it works…

Step 1: Identity

Start by getting to know your client. Who are they? What does their lifestyle look like? How much time do they have to spend on their hair? These are all important details that help you figure out the kind of looks they love and what level of colour maintenance fits their schedule. For example, if they're all about low-effort locks, they might prefer a balayage that allows for quick touch-up appointments. Or if they're a fashion lover, they might want your expert insight on the latest colour trends. Knowing more about their likes and dislikes lets you get into their mindset, so you can make colour decisions that fit their unique style.

This is also a good time to discuss their budget. How much money they're willing to spend on their hair will guide the types of services you can recommend, as well as the time you're able to invest. Then, begin a hair colour analysis to understand their suitability for different products, shades and techniques. This is a must-have step in every hair consultation. 

What is a Colour Suitability Analysis?

It's an assessment where you take note of each client's unique characteristics. Through their hair, the details to assess include:

1. Natural hair colour depth
2. Underlying pigment
3.  Hair type
4. Percentage of grey hair
5. Texture
6. Porosity 
7. Density

Once you've got these details down, take a close look at your client's skin tone. Is it cool, warm or neutral? You'll know it's cool-toned if, on fair skin, you see rosy areas or on dark skin, you see hints of blue. Meanwhile, if their skin is warm, it will feature pale gold hues if lighter, or terracotta, tan and rich amber undertones if their complexion is dark. Neutral skin tones are rare, but are recognizable by having a mix of both cool and warm tinges.  

From there, you and your client can discuss whether to use hair colours that harmonise or contrast with their skin tone. Go warm on warm and cool on cool for harmony, or mix warm with cool for the best kind of colour clash.

Colour Questions to Ask

During the Identity phase of consultation, some questions you can ask your client are:

• How would you describe your style?
• What do you like most about your hair?
• What do you like least about your hair?
• How often do you like to visit the hairdresser?
• How much do you hope to spend on your colour?

Step 2: Destination

Next, figure out your client’s dream hair ‘destination’. Understanding the look they hope to reach helps you map out a journey that will achieve their ultimate goals. This is the time for photos; take a look at your client’s inspiration and dig deep into their hopes. Do they want a subtle change? A drastic makeover? If they have grey hair, do they strive to embrace it or are they seeking coverage?

As your client chats about shades, keep their skin tone and eye colour in mind to give suggestions on what will suit them best. Again, this is where harmonising vs. contrasting comes into play. And, while finding their perfect colour isn't an exact science – it largely comes down to personal style – the Wella tone equation helps you recommend cool colours or warm colours to create the most striking effect. 

Colour Questions to Ask

A good consultation experience requires you to ask and then really listen to your client. Here are some of the questions you'll need answers to:

• Can you tell me about your hair history and any previous colour services?
• Do you have any photos of your dream hair you can show me? (Ask for three photos so you and your client can be sure of the service direction.)
• What do you like most about these photos? 
• Are you going for a subtle or dramatic transformation?
• (If they've asked for grey coverage) do you want full coverage or a touch of grey blending? 
• So what I’m hearing is that you prefer your hair colour like [insert client's goals]. Have I understood that correctly?

Step 3: Services

The consultation session is almost complete. Now you've asked questions, analysed your client's hair and checked out their inspiration photos, you have all the information you need to recommend the perfect shades and services. Talk them through the products and techniques you'll use to meet their colour preferences, as well as any potential challenges in transforming their current hair colour into their dream shade.

For example, if they have very dark hair and want to go platinum blonde, this is the time to manage expectations and explain that the process may take more than one appointment. Or if they have damaged hair and were hoping for all-over, intensive lightening, you might choose to steer them in the direction of gentler services while they build up the condition of their hair.

You can also talk about at-home hair rituals at this stage. The key to maintaining beautiful colour is care, so share tips on how they can upgrade their existing routine with the right shampoos, conditioners and treatments. Then it's time to start colouring, with a clear vision of exactly what your client wants. By the end, you'll have a happy customer and some new 'before and after' shots for your salon Instagram.   

Sometimes challenges arise, and that's okay. It's all part of being a colour professional; clients are entrusting you with one of their most precious features – their hair – so they may be nervous about trying something new. The key to navigating these tricky situations is to communicate. If they're pushing back against your advice, here's how to handle it:  

1. Acknowledge their 'no' and keep things positive, whether it's finding an alternative or reaching a compromise.
2. Listen to the 'why'. For example, if it’s due to budget, you could suggest alternative, more affordable services.
3. 'No' might actually mean 'not now'. Sometimes clients need time to get used to an idea and might be more open to it in their next appointment.

Looking for more advice to keep your clients happy? Check out our complete collection of salon tips to elevate your business.