It’s easy to complain, because there’s always something to complain about. The weather is usually good for a groan or two, our favorite sports teams tend to lose about half their games, we have an ache or pain at any given time and, these days, the wobbly economy has us heaving one huge, collective sigh. I’m guessing that many clients give you some variation of why life’s not treating them well. But here’s the contradiction that betrays their miserable frown: they’ve come in for a hair cut or hair color, which by definition means they’ve come to you in a spirit of hope. Don’t disappoint!

After they’ve spouted off for a minute about this or that, instead of agreeing with them, jump in to find out how you can tap into the shred of hope and joy they must have inside somewhere. They already know that you won’t be able to stop the rain or cure their arthritis. They just want you to make them feel better about themselves.

So direct your conversation not so much toward the details of how they want their hair, but more about the big picture of their image and lifestyle. How bold do they enjoy being? How much time will they devote to doing their hair every day? Do they feel that they’re looking older, drabber or less relevant than they used to? Dig deep, and design a hair style geared toward who that person wants to be, and you’ll gain a loyal client.