Managing Client Expectations

Author: Katt Soriano

Picture it: you’re blasting your favorite tunes, as a lavender essence fills the room. The subtle floral accents on your wall, customized by you and your BFFL dance freely around you. Suddenly, you hear a knock on your door, only to see one of your favorite, friendly faces. You embrace each other with the most genuine of hugs, and allow the aroma of fresh brewed coffee to surround you as you sip on your java (with your favorite French vanilla, coconut creamer, of course). You eat chocolate, share laughs, goals and catch up on everything that’s happened in the past month and a half. Before you know it, 3 hours have flown by, and it’s time to go!

Would you believe me if I told you this wasn’t a coffee date with a bestie?

Instead, this is my little piece of paradise I call Seneca & Boone, aka work. This is where I make hair goals, magic happen. Our 99sq ft studio in downtown Bellevue and 113sq ft Ballard, WA  studio,co-owned with my best friend Alyssa Hrisko, is everything we could want and then some.

Now, you may think I’m biased, because obvi, I’m in a studio suite, so that’s all I know. Actually, it’s quite the opposite, for almost 10 years of my career, I was part of one of the most elite salons (at the time) in the Seattle area. It was a small corporate salon, which submersed me in a culture of Sassoon training, high expectations and even higher heels. My clientele was built in an over 2,000 sq ft space with over 60 stylist (in one location), over 30 operational staff (which included live music, Barista’s and apprentices) and at that time made you feel like you were walking into your own personal fashion show. I’m beyond grateful for my experiences, both good and bad. I’ll be completely honest and transparent when I tell you, I was scared shtless as to what my babealicious clients would say when I made the transition. Will they feel like sardines? What if they hate my “low rise jeans and baby tees” mix?! (Yes, when “spice up your life” or “lucky” starts playing, it gives me life.) Basically, it was the equivalent of a Shel Silverstein poem racing in my head.

Yet, as my babes made the transition to my petite parlor, something truly special began to flourish. I was no longer just customizing their hair goals, I was able to customize their experience. It was a 100%, tailor-made appointment, based solely around her. The most beautiful part about it, was I got to know my gorgeous clients on an entirely new level: Even though it was only 99sq ft, it was just the 2 of us… no distractions, no fuss, pure luxury and privacy at its finest.

Now because, again, I can be biased or delusional, I decided to be vulnerable and ask a few of muh babes how they felt about the change. Here’s what they had to say;

Alecsis @alecsispiscuc – Being in Seneca & Boone’s new space has allowed me to have more time to get to know Kat and create such a special bond with her. I feel like I can trust what she is doing with my hair because of the time she takes to not only learn my specific hair needs, but also build a relationship with me #hairgoals

Taisha @flygirltai – The personal touch and one to one experience with Kat has made a world of difference in my overall experience. Not only is the attention to detail apparent but my relationship with the stylist is exceptionally unprecedented, making my visits truly unique and special.

Hannah @hannahpiscuc – Your hair is such an important part of who you are. While you’re sitting there with your hair wet or foils in, it feels so vulnerable. For whatever reason you are getting your hair done, you are going to leave changed. In the corporate salon I felt like there wasn’t as much freedom to be creative. There were so many people involved throughout check in, getting a beverage etc.. Now, at the new salon, it feels like going over to your best friend’s house for a girls night. It is much more intimate and comfortable!

Not gonna lie, I straight up got all Drake in my feelings reading all of those. Now, again, being in an “unconventional” salon can seem intimidating and you may find yourself asking, “Where do I start?!”.

So here are what I like to call “Kat’s tips pour le petit salon” 

#1) Pay attention to the big and small details! 

Keep the salon clean, your towels fresh and space dialed! I sh*t you not, I make sure all of our la croix cans, water bottles and creamers are not only stocked.. but all facing the same direction and perfectly aligned. Why? Listen, if you’re taking the time to make sure your see thru fridge is lined to perfection, your clients will feel assured their precision cuts or hues will have the same detailing. It sounds OCD, but try it, people will notice!

#2) Listen to your client!! 

What kind of music do they want? Did they compliment the scent of the salon? Or maybe make a not so positive comment? Tweak, and adjust! I had a gal once tell me she was going to a beach boys concert (#goals), so I played a beach boys station next time she was in… it was a heavenly piece of nostalgia for her. **extra tip-bad memory? Keep a notebook with things your guests tell you, feedback, stories, formulas, all of it, this is their experience, go out of your way to make them feel like a royal minus the drama**

#3) Treat every greeting like its the first. 

Set up their coffee cup & chocolate on their coaster the same way. Offer to hang up their jackets and bags, guide them on where to sit… literally… make them feel like Julia Robert’s when they finally let her shop… everytime! Consistency in our presentation is just as important as consistency in their hair goals.

#4) Make it your own!! 

What makes you, you? A luxurious space alone will bring someone in the first time, but YOU babe, is what keeps them coming back! Don’t you ever let anyone tell you otherwise. A space is just an empty box without YOU. So maybe you serve mimosas in the day and wine in the evening. Maybe you spoil your babes with the delicious macaroons at the cafe across the street once a month. Perhaps you change your essential oils every quarter, whatever. Treat it like you’re inviting them into your home.. but better! But whatever you do, make it YOU, because they love you!

#5) Dress up and show up! 

This is one, I really take to heart because… when you’re doing your own thing, it can be hard. However, something you have to remember, is our clients come to us for fashion and beauty guidance… so wear and show that with pride. I’m not saying wear minis and sky high heels all day (unless you do, in which case.. brava Bebe!), but I am sayin, show up polished, intentional and with purpose to showcase that their time is equally important to you.

So there you go! Maybe the suite life is for you, maybe it’s not… there’s no shame in a bigger salon, space or whatever. In fact, I highly recommend bigger salons with apprenticeships to beginning or new stylists to continue their education and help build their clientele! Make that munneeey hunneey!!! But when when push comes to shove, promise me to never forget one thing. You make the space come to life, you are what makes it special… not the other way around. Don’t you forget it babe!