Before you start

• •New client intake form available (paper or digital)
• •Color history card started in the booking system

The procedure

Step-by-step, in order. Each step has the action and the reason it matters.

1. 1

   Greet at the door and offer a tour before sitting

   Show the client the shampoo area, product area, and chair before sitting them down. New clients who orient to the space physically feel more comfortable giving honest feedback during the service. A 90-second tour reduces 'I didn't want to say anything' complaints.

2. 2

   Allergy and sensitivity screening — before any product discussion

   Ask before picking up a color swab: any history of scalp reaction to color, bleach, or perm? Any known PPD allergy? Any current scalp conditions (psoriasis, open wounds, eczema)? Document answers. A chemical burn from undisclosed PPD allergy is a liability claim.

3. 3

   Patch test — required for any client with reported sensitivity or new-to-salon

   Patch test protocol: apply a pea-size amount of intended color mix behind the ear. Wait 48 hours — no shortcutting. Document the test date and result in the client card. If the client declines the patch test, document the refusal in writing and have them sign.

4. 4

   Consultation — show, don't just describe

   Ask the client to show you a photo of their goal. Pull up examples on your own device too — the word 'balayage' means 10 different things to 10 different clients. Document the agreed-upon outcome in the client card: 'natural balayage with honey-gold tones, no brassiness, keeping 1 inch of natural root.'

5. 5

   Assess current hair condition and history

   Ask: last color service, type of service, where it was done. Feel the hair — point of difference between a good stylist and a great one. Compromised bonds from prior bleaching change the formula and the timing. Document anything that affects your approach.

6. 6

   Set expectations on timing and maintenance

   Tell the client how long the service will take (give a range, not a point). Tell them the maintenance requirement: 'this color requires a toner refresh every 6-8 weeks or it goes brassy.' A client who is surprised by their color after 8 weeks blames the stylist, not the chemistry.

7. 7

   Book the follow-up before they sit in the chair

   While the intake form is still out, ask: 'when would you like to come back for the toner refresh?' Book it now. Clients who leave with a follow-up booked return at 3× the rate of clients who leave with a reminder card.

Verify when done

• ☐Allergy screening completed and documented before product selection
• ☐Patch test scheduled or client refusal documented
• ☐Goal outcome documented in client card with specific language
• ☐Follow-up appointment booked at intake

Common mistakes

• ✕Skipping allergy screening on clients who 'seem fine'
• ✕Describing color outcomes with words instead of photos
• ✕Not booking the follow-up at intake
• ✕Forgetting to document current hair condition assessment

Trainer notes

The patch test declination documentation is non-optional. A client who declines a patch test and then has a reaction will not remember declining it. Your signed documentation is the only protection.

Common questions