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Adam Reed, founding partner and director of Percy & Reed

"I am always honest and just ask - there is nothing worse than trying to get a conversation going when all a client in the chair wants to do is use the time to relax - I know how I feel when a taxi driver is telling me all about their holiday! So I throw it right out there, ask directly and swiftly move forward with their wish - to cut in complete relaxing silence or chat away to our hearts' content! I am the silent type - so I totally get the need to not want to chat."

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Ben David, creative director at Myla and Davis

"As a stylist I work closely with people and have learned that respecting their space and understanding their body language is essential. After a hair consultation I can usually tell if people would like to continue chatting or just sit back and relax. I enjoy catching up with my clients but I understand how busy their schedules are and that some quiet time can be much appreciated!"

George Northwood, founder of George Northwood

"For me it's all down to the client. I feel I can read people well and sense from a few questions if they want to talk or not. Personally I always take the client's lead, as it's their service."

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Jordan Garrett, stylist at Daniel Hersheson

"I always start the conversation by asking clients where they are going or what they're doing in the evening as this encourages easy conversation. If I'm blow-drying the hair, it's always good to know their plans as I can tailor the style to the occasion and offer ideas of ways to wear the hair. I always like to do this to give options that can take them out of their comfort zone and maximise the blow-dry. If I get the feeling clients don't want to talk I leave them in peace to enjoy the experience - the hair spa (basins) is the most relaxing time for the customer so we try and keep this as tranquil as possible."

Claire Bonney, colour director at Radio Hair London

"Small talk! It's important to be friendly, polite, and engaging… But it's also important to stay focused on the job, and clients respect that. Equally it's an important skill to judge if the client wants to chat or are quite happy to read a magazine or sit in peace."

Michael Kelly, colour director at Taylor Taylor Liberty London

"I think the new age salon client has progressed beyond the old school 'salon banter' where it was all about discussing personal lives, parties on the weekends, salon gossip etc. From a stylist /colourist perspective the first steps should be to engage with the client in the most professional way, be warm, inviting and friendly, but not too casual. Basically I stay away from personal lives unless the client initiates the conversation. Keep in mind, we are not therapists, so if the conversation is getting heavy, I come back to talking about the hair, it generally de-rails the Oprah moment! The thing is to keep the small talk happy, light, cheerful and pleasant. Nobody wants to be talking about world politics over highlights and balayage, especially when some appointments last four hours!"

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