"It's not what I wanted."

Five words that haunt every beauty professional.

Usually, the problem started before you touched their hair/skin/nails. It started with a consultation that didn't happen—or didn't go deep enough.

Why consultations matter

Alignment: You and the client agree on what's happening.

Expectations: They know what's possible (and what isn't).

Trust: They feel heard before you start.

Upselling: Natural opportunity to suggest add-ons.

Protection: Documentation if there's a dispute.

The 3-minute framework

Minute 1: Listen

"What are we doing today?"

Then: Stop talking.

Let them explain. Ask clarifying questions:

"When you say shorter, how short?"
"Can you show me a picture?"
"What didn't you like about the last time?"

Goal: Fully understand what they want.

Minute 2: Assess

Now you look/touch/examine:

Current condition
What's possible given their situation
Any concerns or limitations

Be honest: If what they want isn't possible, say so now.

"Based on your hair texture, we can get close to this, but it might need two sessions."

Minute 3: Agree

Summarize the plan:

"So today we're doing X, which will take about Y minutes, and the total will be around Z. Sound good?"

Get verbal confirmation before you start.

What to document

In their client profile:

What they asked for
What you did
Products used
Any sensitivities or preferences
Notes for next time

This protects you and enables personalized service.

Red flags to catch early

🚩 "I want exactly this picture" — Manage expectations now.

🚩 "My last stylist ruined it" — They might be difficult. Proceed carefully.

🚩 "I don't know, you decide" — They might blame you later. Get specifics.

🚩 "Can you do this quickly?" — Rushing leads to mistakes.

🚩 "Is this going to cost a lot?" — Quote the price before starting.

The pricing conversation

Never surprise someone with the price after.

Before you start: "This service is $85. With the treatment we discussed, it would be $105. Which works for you?"

If it's complex: "Given what we're doing today, I estimate $120-140. I'll confirm before we get too far."

For returning clients

Consultations aren't just for new clients.

Quick check-in: "Same as last time, or anything different?"

Reference your notes: "Last time we went a bit shorter on the sides—want to keep that?"

This shows you remember them and takes seconds.

When to say no

Some requests you shouldn't take:

Impossible given their current state
Outside your skill set
Going to damage their hair/skin
Recipe for disappointment

How to decline: "I don't think I can get you exactly there today, but here's what we can do..."

Or: "That's not my specialty—I'd recommend [colleague/specialist]."

Better to say no than to have an unhappy client.

The upsell moment

Consultation is when add-ons happen naturally:

"I'm noticing some dryness here—our conditioning treatment would really help. Want me to add that?"

You're recommending based on assessment, not just selling.

After the service

Quick check before they leave:

"How does it look/feel? Anything you'd want different next time?"

This catches small issues before they become review complaints.

Make it a habit

3 minutes. Every client. Every time.

It prevents 90% of "not what I wanted" situations and builds the trust that creates regulars.

👉 Vinci 26 stores client notes and service history—so every consultation starts with context, not guesswork.

Build something that's truly yours.

The Consultation That Closes: How to Start Every Appointment Right