# Episode 87: Guest Experience Series - Say THIS or Say THAT?

Page: https://stenobird.com/podcast/the-hair-hustle-podcast-7012713/episode-87-guest-experience-series-say-this-or-say-that
Text version: https://stenobird.com/podcast/the-hair-hustle-podcast-7012713/episode-87-guest-experience-series-say-this-or-say-that.md
Podcast: [The Hair Hustle Podcast](https://stenobird.com/podcast/the-hair-hustle-podcast-7012713)
Published: 2026-06-09T11:00:00+00:00
Episode link: https://www.heatherpod.com
Audio file: https://episodes.captivate.fm/episode/2109f2d9-0bfe-42a7-b515-3512d60f353d.mp3
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JSON: https://stenobird.com/v1/public/podcasts/the-hair-hustle-podcast-7012713/episodes/episode-87-guest-experience-series-say-this-or-say-that
Duration seconds: 770

## Resource

Contact Heather: helloheatherpod@gmail.com Coaching Interest: HERE Free Know Your Numbers Worksheet: HERE InSalon Class: HERE Summary In this episode, Heather Podlesney launches a new guest experience series focused on improving client interactions in salons. She shares practical scripts, tips on effective communication, and strategies to build trust, upsell, and enhance guest satisfaction. Chapters 00:00 Introduction to the Guest Experience Series 00:27 Why Guest Experience Matters in Salons 01:20 The Power of Words and Trust 02:15 The Consultation: Setting the Stage 03:39 Swapping 'What Are You Looking For?' for Open-Ended Questions 05:52 Guiding Clients with Descriptive Questions 07:07 Handling Client Pictures and Self-Consciousness 08:25 Discussing Budget Without Making Clients Uncomfortable 11:08 Confirming Client Goals and Desires 11:53 Using Feedback to Identify Client Problems 13:18 Encouraging Client Feedback and Problem Solving Keywords guest experience, salon tips, client trust, communication, consultation, upselling, hair styling, salon success

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## Transcript

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