Together, we can create safe spaces where trust is built, confidence is restored, and they leave feeling like the best version of themselves. 

every transformation starts with trust

Being in the salon chair can make some clients feel vulnerable. During your consultation, signal respect and trust to put them at ease by:

• Welcoming every client with positivity and curiosity

• Help them feel in control by asking for permission before touching their hair 

• Let clients know that you’re here to reach their hair goals

• Listen thoroughly before you recommend next steps

Another place of vulnerability is the mirror in front of the chair, says K18 Senior Manager of Education + Training, Alifia Young. She suggests that while “clients may pick themselves apart in the salon mirror (and thinking we stylists will too), you need to get on their level—literally. Sit on a stool and speak to them face-to-face, not through the mirror. This lets clients know you are equal, and they are safe. Then, they’ll most likely relax and be willing to open up.”

ask the right questions

Identity is everything, according to K18 Director of Education Design + Development, Amber Thorne. The salon experience should be deeply personal from the beginning, so try tailoring the consultation to your clients’ preferences. She says, “This will build trust and also show genuine curiosity and respect for the client, like:

• What’s your hair journey been like so far?

• Are there any past salon experiences you’d like me to be aware of?

• Are there haircare practices/routines you like?

It’s also valuable to stay open to different cultural influences in haircare. Whether that’s understanding protective styles, traditional treatments, or the significance of certain looks. Practicing empathy and being receptive to feedback helps ensure every client feels truly seen and heard.”

representation matters

Clients notice who you represent on your walls, your website, and your chair. If they see themselves reflected in your space, they know they belong. Make your space more inclusive by:

• Using gender-neutral language on your menus (think “short/medium/long cuts,” not “men’s/women’s”)

• Showcasing a diversity of hair types, colors, and textures in your visuals

• Learning how to work with all hair textures—from fine to coily

calm the senses
Clients can get sensory overload from the salon’s bright lights, loud dryers or music, and strong fragrances. Turn the hair appointment into a self-care moment by:

• Keeping lighting soft and warm

• Asking if clients prefer lighter scents in their hair products

• Offer sensory-friendly bookings where music and conversation are optional

• Having intentional, relaxing scents to create a calm space

transparency is everything

Clients want to understand what’s happening to their hair—not just what’s being sold to them. Avoid coming off too salesy by:

• Narrating your process in plain, educational language

• Briefly explaining what the product’s purpose is before applying

• Mixing your color in front of your client and making adjustment decisions together

• Sending clients home with personalized aftercare notes to keep their results going

• Posting your prices online and talking through service upgrade costs 

prioritize accessibility 

A truly inclusive salon welcomes every body and every ability.

• Ensure clear pathways and adjustable chairs for mobility access

• Ask if clients need any accommodations before the appointment

• Encourage clients to bring comfort tools: headphones, fidgets, or their favorite blanket

• Checking in with your client on their comfort level, like ‘on a scale from 1-10, how does your scalp feel right now after bleaching?’

Next time a client sits in your chair, remember: how you made them feel is just as important as how you made their hair look. With these tips, your space can become welcoming and accessible for everyone.