What would you do?
With over 26 years of being a healthy hair specialist in the beauty industry, what I am about to share with you had never happened to me - until recently. Once again, I learned just how important the consultation process is.
In April of this year, a loyal, long term client came in for her routine relaxer service. No big deal. So, I started by prepping her hair.
Step 1: Design Essentials Restore Vitamin Treatment
To protect her previously relaxed hair.
Step 2: Apply Design Essentials Calm Soothing Scalp Protection
To reduce any irritation during the relaxer process.
Step 3: Design Essentials Lo-Lye Relaxer
Chosen because hair was color treated.
As I proceeded with the service, we talked and just caught up as usual. About half way through the service, I checked with my client to make sure she had no irritation. After 14 minutes of processing, we headed over to the shampoo bowl to rinse. Once I started to rinse the relaxer from her hair, the unthinkable happened. The hair started to rinse off her head and fall into the sink in patches!
My heart sank. I felt like screaming. I felt like I was going to pass out. But no, I must remain calm. I must calmly and gently tell this 25 year old sweet heart that her past the shoulder length hair, is half gone. What do I do? What do I say? What would you do? What would you say? I had to tell her. She jumped up, looked in the sink and fell to the floor in tears. I cannot express to you how I felt. I tried to remain calm while I shampooed and conditioned what was left of her hair.
I had to figure out what happened. I replayed everything in my mind over and over again.
Once she calmed down and was able to talk, we figured it out. She had used a shampoo that had color pigments in it - just 2 days before the relaxer service. Guess what? If I had started with my usual consultation, as I do with every client before a service, I would have known that. DO NOT do any service on any client before a proper consultation.
After 5 months of treatments, extensions and weekly maintenance, all of which I provided at no charge, we decided to cut off the rest of the damaged hair - and start over with a new style. With the help of Design Essentials Professional products, the hair is growing back healthy, strong and damage free.
Always remember CONSULTATION IS KEY.
6 Steps for a Successful Consultation-a few things to talk about
Lifestyle
Are they active? Do they work in a professional environment? Are they a busy mom?
Personal Traits
Eye Color, Hair Color, Skin Tone
Hair Concerns
Dry Scalp, Thinning, Breakage
Chemical History
Relaxer, Keratin Treatment, Haircolor
Desired Result
Smooth, Curly, Length, Color
Client Commitment
Maintenance Schedule, Prebooking, At Home Care
And one final question that I will now add to all of my consultations. "When is the last time you shampooed your hair and what did you use?"
Just Be You -
Angie