Are you being served?

Salon Smart speaks to the UK's leading hair extensions salons to find out their secrets to offering an extensions service.

Talk it up

Your marketing techniques and word of mouth may fill your columns with extensions bookings but your first port of call should be persuading your existing clients to consider the service.

Michelle Griffin from the Michelle Griffin Training Academy says it's vital that the whole team, from receptionists to shampooists, are "on message" about extensions. "Everyone needs to be able to speak confidently about extensions so why not do some role play at your team meetings and consider staff incentives for successful recommendations?" says Michelle.

Staff at Headlines in Billericay make a point of talking about extensions to their existing clients. "If they come in for a cut and blow-dry and are frightened to have colour then we experiment with a few extensions," says owner Ricky Prady. "And if they have short hair that isn't growing we encourage them to move to a graduated bob by using extensions."

Actions can also speak louder than words and staff wearing extensions are a talking point and a walking advertisement. "It also gives your staff a chance to practise the latest styles," says Michelle.

Price it right

An extensions bill may be significantly larger than a client's usual cut, colour and blow-dry, so it's important to make sure pricing is clear and realistic. A deposit is also crucial.

"This should cover the cost of products, hair, bonding and tools so if the client cancels or fails to turn up you won't be out of pocket," says Michelle Griffin. She also advises basing your hourly rate at equal or slightly above your colour service rates.

Anne Veck in Oxford prices her service in two parts. "We outline the prices of the service, which includes a follow-up restyling and wash appointment and the price of the hair extensions themselves, which we charge in advance as a deposit to secure the appointment," says Anne.

The crucial consultation

Building up to an hour of consultation time into your extensions appointments will help you fully understand your clients' needs. Bonds in Rhonda schedules in 30 minutes of consultation time for each new extensions client.

"We test the roots of the hair and ask them to fill out a form that lists their previous extensions treatments and medical history, plus we also ask them about all aspects of their lifestyle and hair in general," says owner Jayne Morgan. They also add two or three extensions to the hair. "This gives clients an idea of how extensions feel in the hair but it also means they see the technique involved and understand the pricing structure," says Jayne.

Claudio Contrasti, owner of Contrasti in London, has a checklist of points to consider. "We take into account the client's age, personality, skin tone and face shape to personalise the style," he says. "We also need to ask questions to determine if the client will be able to maintain her extensions. For example, if she swims a lot extensions are not recommended."