Keep clients coming back · Every business
The Consultation Questions to Ask Every New Salon or Med Spa Client
A good first consultation takes five to ten minutes and covers four things, what the client wants, their history, anything that affects safety and how they will maintain the result, and the questions below can be copied straight onto a card or intake form.
Ask every new client what result they want and what they don't want, what has been done to their hair or skin before, what health factors or products could affect the service and how much time and money they plan to spend keeping the result up. Ask before touching anything, write the answers in the client record and repeat the plan back before you start.
The questions to copy
| Topic | Salon question | Med spa question |
|---|---|---|
| The goal | "Show me a photo of what you love, and one of what you'd never want." | "What would you like to look different, and what would you like to keep exactly as it is?" |
| The words | "When you say 'a trim' or 'warmer,' what does that look like to you?" | "When you say 'natural,' how much change would feel like too much?" |
| History | "What color, relaxer, keratin or box dye has been on your hair in the last two years?" | "Have you had injectables, fillers, peels or laser before? Where, when and how did it go?" |
| Reactions | "Have you ever had itching, burning or a rash from hair color or a product?" | "Do you have any allergies, including to lidocaine, eggs or animal products, or a history of severe allergic reactions?" |
| Health and medication | "Is your scalp sensitive or irritated right now?" | "Are you taking blood thinners, or do you have a bleeding disorder or any skin infection or inflammation in the area?" |
| Routine | "How long do you spend on your hair on a normal morning, and what tools do you use?" | "What does your skin care routine look like, and how much sun do you get?" |
| Upkeep | "How often would you like to come in, and what range feels right for maintenance?" | "How often are you able to come back for follow-up, and what budget feels comfortable over a year?" |
| Timing | "Any events coming up that this needs to be ready for?" | "Any events in the next two weeks? Some treatments need time for swelling or bruising to settle." |
| Check back | "So I know I've got it right, tell me in your words what we're doing today." | "So I know I explained it well, what do you expect to see, and when?" |
What to do with the answers
- Write the answers into the client record the same day, including the photos, so the next visit starts from them.
- Follow the product instructions on skin allergy tests for hair color; FDA advises a patch test before every use, even for clients who have colored before without problems.
- For injectables, confirm the client is in the approved age range and the treatment area is one the product is approved for, and document the conditions discussed.
- Give the price for today and an honest estimate of upkeep before starting.
- Book the next visit, or the follow-up check, before the client leaves.
Why it works
A consultation is a small version of what health researchers call a decision aid, a structured way of laying out options and asking what matters most to the person. A Cochrane review of 209 studies with 107,698 adults found that people given that kind of structure were about 1.75 times as likely to make a choice that matched their own values, which in a salon or med spa is the difference between a client who loves the result and one who says nothing and quietly books somewhere else.
The safety questions carry their own weight. FDA warns that people can develop sensitivity to some hair dyes with repeated exposure, so a reaction is possible even after years of coloring, and it notes that dermal fillers are approved for adults 22 years of age or older and that it may be difficult or impossible to remove some filler material once injected.
General information, not medical or legal advice; follow your state board's rules and the product labeling, and talk to a licensed professional about your situation.
Sources
- U.S. Food and Drug Administration. Hair Dyes.
- U.S. Food and Drug Administration. Dermal Fillers (Soft Tissue Fillers).
- Stacey, D., Lewis, K. B., Smith, M., et al. Decision Aids for People Facing Health Treatment or Screening Decisions. Cochrane Database of Systematic Reviews, 2024. 209 studies, 107,698 adults.
- Agency for Healthcare Research and Quality. Use the Teach-Back Method: Tool 5. Health Literacy Universal Precautions Toolkit.
Related reading: Signature Experiences for Salons, Barbershops and Med Spas, From the Welcome to the Rebook · One Place for Every Client's Details: Record Keeping for Salons, Trades and Practices · Explaining the Work: How to Walk Customers Through Options Without Pressure
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