ASK THE Experts

Our beauty experts answer your questions about every aspect of running a salon or spa business

How can I incorporate collagen in my existing treatments?

Collagen is big news in skincare; it’s the super ingredient everyone is talking about. But how can you introduce collagen into your facial treatments?

First things first, why is collagen such big news? Well, it’s one of the most important proteins in our body and plays a crucial role in keeping skin looking youthful, firm and, above all, healthy. We naturally produce collagen – it is what gives our skin its structure and firmness. As we age, the levels we produce drop – so much so that as we reach our 50s, it’s estimated that we have already lost up to a third. This causes cell structures to weaken and skin to lose that youthful elasticity.

Luckily, there are ways to help your clients discover their glow by introducing collagen into your facials in order to the following.

Reduce wrinkles and fine lines – collagen provides the necessary structure and support to the skin and targets those tell-tale signs of ageing.

Improve hydration – collagen plays a vital role in retaining moisture levels to keep skin plump and hydrated. This can help to reduce dryness, flakiness and dullness.

Promote elasticity – collagen is responsible for the skin’s elasticity, which allows it to stretch and bounce back.

Protocol

Use collagen-based skincare products – incorporate products that contain collagen, such as serums, creams and mists, into your facials. Use with skincare containing vitamin C to boost collagen synthesis.

Consider stocking collagen drops that contain a concentrated dose of marine collagen. They can be applied directly to skin or blended with other products to supercharge them.

Use facial massage techniques – Ihave created a range of techniques to use during my facials that stimulate collagen production in the skin. A simple one is to gently massage your client’s face using circular motions, focusing on areas where you notice signs of ageing.

Lastly, learn more about collagen – find an appropriate training course that will inform with all there is to know about this ingredient and how to use it to leave skin looking refreshed, more youthful and radiant.

Deborah Mitchell is the founder of Heaven, which manufactures skincare, body care, supplements and scent products.

What are the best ways to deal with difficult customers and customer complaints?

Having owned a number of nail salons and helped launch many more as a consultant, it’s safe to say I know a thing or two about how to handle a tricky customer.

When confronted with a difficult customer, it’s essential to remain calm and composed. Remember that their frustration may stem from a legitimate concern or misunderstanding. Show empathy by actively listening to their grievances and acknowledging their feelings. By adopting a respectful and empathetic approach, you can de-escalate tense situations and establish a foundation for effective communication.

Practise active listening

Listening attentively is a powerful tool for diffusing difficult customer interactions. Allow the customer to express their concerns fully without interrupting. Repeat or paraphrase their concerns to demonstrate your understanding and ensure that you have correctly captured their point of view. This approach helps customers feel heard and valued, paving the way for a productive resolution.

Avoid taking it personally

When faced with a difficult customer, it’s important not to internalise their frustration or criticism. Remind yourself that their dissatisfaction is directed at the situation, not you personally. By maintaining a professional perspective, you can better focus on finding a solution rather than being emotionally affected by their negativity.

Offer solutions, not arguments

Rather than engaging in arguments or trying to prove who is right, shift the focus towards finding a solution. Collaborate with the customer to identify their needs and expectations, and work towards addressing them. Offer alternatives or compromises that align with your business’s capabilities while aiming for a win-win situation. By demonstrating a genuine willingness to resolve the issue, you can foster customer satisfaction and loyalty.

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Seek assistance when necessary

There may be instances where the complexity of a difficult customer’s request or their persistent dissatisfaction warrants the involvement of a manager or other team member. Don’t hesitate to seek assistance if you feel overwhelmed or if additional expertise is required to provide a satisfactory resolution. Coordinating with colleagues can help ensure a swift and efficient resolution to the customer’s concerns.

Learn from each interaction

Difficult customer interactions provide valuable learning opportunities. After resolving the issue, take a moment to reflect on the encounter. Identify any patterns or recurring issues that can be addressed proactively. Share insights and feedback with your team to enhance overall customer service strategies. Continuous improvement is key to building a resilient and customer-centric business.