Let’s talk about listening! Don’t underestimate the soft skills that form part of a brilliant hairdress
er’s toolkit. We’re referring to the art of customer service, the ability to empathise, imagine, communicate, and importantly
listen.
As part of Authentic Beauty Concept’s Replenish Relaunch, we were invited along to meet hairstylists and brand advocates Anna Cofone and Samantha Cusick. They were giving an open talk about the value of listening in the world of hair, creativity, and client relationships. Their dialogue unpacked the nuanced, often unspoken language of being a great hairdresser. The two of them offered a thoughtful exploration into how presence, intuition, and awareness can transform creative outcomes.
The power of listening
At the core of Sam and Anna’s discussion was the assertion that listening is the leading skill in their work. They reference not only hearing what clients say, but tuning into everything they don’t say. For example…
- Noticing body language, personal style, and emotional cues
- Interpreting subtle details: the client’s music preferences, wardrobe, and mannerisms
- Understanding when to honour the brief – and when to gently introduce something new, but always informed by what you have heard about your client.
Anna Cofone used instances in her career as a high-profile hair stylist for actresses, fashion designers, celebrities and music stars. She emphasised the art of active, silent observation as a foundation for trust. Whether prepping for a high-stakes shoot, client event or an everyday look, it’s about more than just technical execution, says Anna. I
t’s about truly seeing the person in the chair.
Creative interpretation and trust
Sam Cusick invited Anna to recount her experience of crafting a Met Gala look for one high-profile client in just 45 minutes. It gave the example of how deep listening and intuitive creativity can meet high-pressure moments. “Listening, and not just to spoken words,” says Anna,“is how I know what to do.”
She’s talking about emotional intelligence in fast-paced settings, especially when time is limited and impact must be immediate.
Both Sam and Anna agreed that learning to step back, pause and create space is key to letting your client’s vision, lifestyle and experiences influence the hair you create and answer their brief. Often, the best ideas come when the pressure to act is replaced with the patience to listen.
Key Takeaways:
- Listening is an active skill. It involves interpreting non-verbal cues, energy, and intention – not just words (and spoiler, it’s hair stylists unsung superpower).
- Unspoken details matter. A client’s music taste, fashion choices, confidence, life experiences and demeanour can reveal their vision more than they sometimes articulate.
- Trust is built in the quiet moments. Creating a sense of safety allows clients to open up – leading to more meaningful, collaborative work.
- Knowing when to pivot. The ability to read the room and gently introduce new ideas is as crucial as following the brief.
- Creativity requires space. Pausing and reflecting can be just as productive as action.
Listening is a superpower
We loved this session which embodied the Authentic Beauty Concept ethos. The messages were about slowing down, tuning in, and working with authenticity. In a fast-paced industry, Samantha Cusick and Anna Cofone reminded us that active listening is the most powerful tool in any hair professional’s kit.
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