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"About 50 percent of women over 40 experience hair thinning, and 80 percent of men experience it during their lifetime," says Casey Gilley (@caseylgilley), salon educator, senior stylist and retail expert. Yet many clients never mention their concerns—and when those conversations don't happen, salons miss opportunities to support clients between longer appointments and leave valuable retail sales on the table.
Inside Studio Gaven Hair Colour—a Franklin, Tennessee salon generating approximately $50K–$55K in monthly retail sales—Casey follows a simple consultation framework designed to make hair thinning conversations feel supportive, not uncomfortable, starting with asking better questions.
Here’s how she does it:
Casey starts every consultation by asking: “Tell me your two primary concerns today.”
Asking for two concerns gives clients space to share more than what's immediately visible. The first answer often focuses on their color, cut or style, while the second can uncover concerns they weren't planning to mention—like increased shedding, scalp changes or thinning.
From there, she asks follow-up questions like:
At Studio Gaven Hair Colour, that consultation-first approach has helped turn hair wellness into a meaningful retail category, with Nutrafol® becoming an integral part of the salon's personalized recommendations.
Clients are already asking about hair thinning. Make sure you have an answer—try Nutrafol.
Casey says stylists often lose trust before they even make a recommendation simply because of the language they use.
"We don't want to make the client feel uncomfortable by saying, 'We've noticed a ton of hair in the sink,' or 'It looks like your hair is breaking off and falling out.' We want to approach it lightly because it is a sensitive topic for them," Casey explains.
Instead, she asks: "Have you noticed any changes in your hair and scalp health lately?"
Casey's go-to language guide:
Say This:
Avoid This:
Casey never recommends the same routine to every client. Instead, she builds a personalized hair wellness plan based on what each client shared during the consultation, explaining how each product supports their specific concerns, goals and lifestyle.
Rather than simply recommending a product, Casey educates clients on why each step is part of their hair wellness journey, helping them feel supported throughout the process.
When hair shedding is a concern, Casey tailors her recommendations to the client's needs, including:
See how Casey demonstrates the Hair Serum application during a client consultation:
The demand for hair wellness isn't slowing down. Is your salon ready? Nutrafol can help.
Hair thinning isn't an overnight fix, so Casey makes sure clients understand what to expect before they leave the salon. Setting realistic expectations also helps keep clients engaged between appointments, rather than losing them when results don't happen immediately.
Casey walks every client through a realistic timeline so they understand what progress may look like and when to expect it:
Casey’s Pro Tip: Take before and after photos so clients can track their progress at future appointments.
As more clients ask about hair shedding, Casey sees every consultation as an opportunity to educate and guide them toward personalized recommendations. "We introduced Nutrafol into the salon because of the overwhelming questions and clients that were coming in asking about Nutrafol and other hair thinning options.”
For Casey, every hair thinning conversation is an opportunity to educate, not sell. By leading with questions, listening to each client's concerns and creating a personalized plan, she says stylists can become trusted partners in their clients' hair wellness journeys. Here's why she chooses Nutrafol:
Tap through the images to see what sets Nutrafol apart for clients experiencing hair thinning:
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