As stylists, we’re often trained to focus on what clients tell us during consultations. But just as important as their words are the non-verbal cues they give off—whether it's through body language, facial expressions, or even the way they handle their hair. Learning to read these subtle signals can help you create a more satisfying experience for your client, ensuring that you understand their needs, even when they’re not directly expressed.
However, it’s important to remember that while non-verbal cues can offer valuable insights, they’re not always definitive. The best approach is to use these cues as a starting point for deeper, verbal clarification. Let’s explore how to read these signs and improve your communication with clients for a better overall result.
1. Posture and Body Language
One of the first things you’ll notice when a client sits down in your chair is their posture. A client who sits stiffly or keeps their arms crossed may be feeling anxious or unsure about the appointment. In contrast, someone who leans in or sits with a relaxed posture may feel more confident and open to new suggestions.
- How to Respond: If a client seems tense, it’s worth reassuring them early on by asking if they have any specific concerns or hesitations. Offer positive reinforcement about their choice to visit you, and make sure they feel heard before proceeding with the service.
2. Touching Their Hair
Clients will often touch their hair during the consultation, either out of habit or as a way to demonstrate what they like or dislike. Pay attention to where and how they handle their hair—this can tell you a lot about their feelings toward their current style.
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Touching Split Ends or Frizzy Areas: This may indicate dissatisfaction with the texture or condition of their hair, even if they haven’t said so outright.
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Pulling at Lengths: A client who frequently pulls at the length of their hair may be hinting that they’re open to (or worried about) losing too much length.
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How to Respond: Use this opportunity to ask follow-up questions. For example, “I noticed you were touching your ends—are you concerned about damage or frizz?” Or, “It seems like you’re focused on your length. How do you feel about trimming it today?”
3. Facial Expressions During the Consultation
Sometimes, a client’s face will tell you more than their words ever could. Raised eyebrows, a hesitant smile, or a slight frown can indicate that they’re not quite on board with what’s being discussed—even if they’re nodding in agreement.
- How to Respond: Acknowledge these expressions directly and ask for feedback. “I see you’re unsure—what are you thinking about this style?” or “It looks like you might have some concerns; would you like me to explain more about this technique?”
4. Silence or Hesitation After a Suggestion
If a client suddenly goes quiet or hesitates when you suggest a style or treatment, it’s often a sign that they’re unsure but don’t want to outright say no. Silence can be an indicator that they need more information or time to process the suggestion.
- How to Respond: Encourage open communication by asking, “Is there anything you’re unsure about with this option?” or “Feel free to let me know if you need more time to think about it. We can explore different styles.”
5. Eye Movement
Where a client looks during the consultation can also offer insight into their thoughts. If they look down or away when discussing certain aspects of their hair, they may be uncomfortable or unhappy with that area.
- How to Respond: Bring the focus back to that part of the hair by asking for more details. For example, “You glanced away when we talked about your bangs. Are you feeling unsure about keeping them?”
6. Fidgeting with Clothes or Jewelry
A client who fidgets with their clothing or jewelry during the consultation may be feeling uneasy about the direction of the conversation. Fidgeting can often indicate a level of nervousness or uncertainty about the decisions being made.
- How to Respond: Break the tension with open-ended questions, like “How are you feeling about everything so far?” or “Is there anything you’re concerned about that we haven’t discussed?”
7. Mirror Behavior
Clients often check themselves in the mirror throughout a consultation, especially when discussing specific areas of their hair. Watching where they look and how they react to their reflection can provide clues about their priorities.
- How to Respond: If a client is focusing heavily on a specific area, such as the back of their hair or their face shape, ask them directly about their thoughts. “I noticed you’re looking at the back—is there something specific you’d like to change there?”
8. Reluctant Head Movements
A slight shake of the head, even when agreeing verbally, can indicate that the client is not entirely comfortable with the plan. If you notice this subtle signal, it’s worth pausing to make sure they’re fully on board.
- How to Respond: Address the mixed signals directly by saying something like, “I see you’re nodding, but I want to be sure you’re feeling confident about this choice. Is there anything you’d like to discuss further?”
9. Unease with the Styling Tools
During the cutting or styling process, watch how your client reacts to certain tools. If they flinch or seem uncomfortable when you reach for a razor, thinning shears, or hot tools, they might have had a bad experience in the past.
- How to Respond: Always explain why you’re using a specific tool and ask if they’re familiar with it. For example, “I’m going to use the thinning shears to remove some weight—are you comfortable with that, or would you prefer a different approach?”
10. Hands-on Demonstration
Clients may also try to show you what they want by physically handling their hair—tugging at certain sections, pulling it up into a shape, or flipping it a certain way. This can be their way of communicating without words.
- How to Respond: Mirror their movements and ask clarifying questions. For example, “It looks like you’re pulling your hair up into a bob shape. Are you thinking of going shorter today?” or “I see you’re flipping your bangs to the side—would you prefer a side-swept look?”
When to Ask Instead of Guessing
While reading non-verbal cues can offer valuable insights, it’s important not to make assumptions based solely on body language. Misinterpretations can happen, and what may seem like discomfort or hesitation could be completely unrelated to the consultation. The best course of action is always to ask questions and seek verbal confirmation.
For example, if a client appears unsure or gives off mixed signals, don’t hesitate to ask for clarification. A simple, “I noticed you seemed a bit hesitant when we discussed this—do you have any concerns?” invites them to express their thoughts openly.
In the end, communication is key. Non-verbal cues can guide you in the right direction, but they should always be backed up by clear, direct conversation. Asking questions not only ensures that you and your client are on the same page, but it also shows that you value their input and want them to feel fully confident in the service you’re providing.
Reading non-verbal cues is a valuable skill that can help you create a more intuitive and personalized experience for your clients. By staying attuned to body language, facial expressions, and subtle behaviors, you can gain a deeper understanding of their true feelings. However, never hesitate to ask for verbal confirmation when something seems unclear. Clear, open dialogue is always the best way to ensure you’re delivering exactly what your client wants, resulting in a better cut and a happier client.