How to Nail the Perfect Consultation.

By Amber Bullock - 2024 AHIA Creative Master Colourist of The Year.

Ever had a client sit in your chair with absolutely no idea what they want? Or found yourself stuck mid-consultation, unsure of what to ask next? Don’t worry—you’re not alone! I’m here to share some of my consultation secrets to help make every client feel like a superstar.

But first, hi! I’m amber bullock, salon manager, colour director, social media multitasker (when I get a hot minute), and Jenni’s righthand woman at bond hair religion. Last year, I hit the peak of my 21year hairdressing career, winning AHIA Master Colourist of the year in July and AHIA manager of the year shortly after. This year, I’m a super proud brand ambassador and colour educator for Eleven Australia.

When it comes to my clients, my mission is simple: make them feel safe, heard, and valued. The key? It all starts with a killer consultation.

Why the consultation is everything

Let’s be real—the consultation is the most important part of any service. Get this wrong, and not only could you have a disappointed client, but you might also end up having a redo that costs the salon big bucks. I’m not perfect (who is?), and I’ve also had my share of hair disasters. But every mistake is a lesson. At bond, we have a client agreement form for new clients or those wanting a big change.

We fill this form out together. It’s packed with open and closed questions covering everything from inspo pics to product recommendations. Both the client and I sign it, so we’ve got a record of the consultation if they later say, “it’s not what I asked for.” It’s rare, but it happens, and this form has saved us more than once!

5 tips for the perfect consultation

1. Be a hair detective

From the moment a client walks in, I’m assessing everything—hair, nails, clothing, skin tone, eye colour, personality, jewellery, even shoes! I also ask about their lifestyle: are they a fulltime mum, a business owner, or a gym junkie?

Why? Because every detail matters. If a blonde client with six kids shows up with sweaty, porous hair and only has an hour for a full head of foils, treatment, a haircut, and a ’90s blowout, I now know she’s time-poor, wants to feel good, and likely needs a low-maintenance solution (and maybe a hug).

2. Make it personal

I’m 5ft nothing, so getting to eye level is easy for me. I never start a consultation through the mirror. Instead, I position myself to the side, making direct eye contact. When it’s time to get hands-on, I move behind them. This approach helps reduce any anxiety they might have— because let’s face it, even the most confident client can feel a little nervous about a big change or a new salon.

3. Decode inspo pics like a pro

When a client shows me 67 Pinterest photos of essentially the same look, I ask for their two favourites. Then I break the images down into three sections: roots, mid-lengths, and ends.

So many times, a client will show me a balayage pic, and after a bit of chat, I discover it’s not the dark roots they love but the mid-lengths. By dissecting the image, I make sure I’m delivering what they actually want.

4. Take a trip down memory lane

If a client isn’t sure what they want, I ask if there’s a photo of themselves where they loved their hair. Most of the time, it’s a memory of when they felt beautiful and confident.

Of course, we have to consider whether their style has evolved or if their face shape has changed over time. But even if the old look isn’t quite right anymore, it’s a perfect starting point to suggest an updated, modern version. And if the colour they loved was high-maintenance but they’re now all about ease, I’ll propose a lower-maintenance option that still gives them all the feels.

5. Honesty is always the best policy

This might be my most important tip. I’ve built my loyal, six-month-booked-out clientele on honesty. I never sugarcoat it. Clients come to me for my expertise, and I won’t risk their trust by saying, “eh, it should be okay.”

If a client’s dream colour isn’t going to work, I tell them straight up. But I always follow up with a plan to enhance their look in a way that works. Your clients are walking advertisements for your work— make sure they’re showing off something you’re proud of!

Final thoughts

I hope these tips have given you a fresh perspective on consultations. Remember, the consultation isn’t just about the hair—it’s about building trust and rapport, understanding your client’s lifestyle, and setting them (and you!) Up for success.

Amber x

@ambercolourdirector