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expert opinion


WE’RE THE BEST IN COSMETICS!


Tis is what beauty specialist Len Klaphaak aimed to achieve when she started her own range of skincare products in 1962. Cosmetics made by beauty therapists for beauty therapists; pure, natural, of the highest quality, and manufactured in accordance with pharmaceutical GMP regulations. Almost fi ſty years later, thousands of beauty therapists are still more than happy to use Webecos products in their salons.


Purchasing from Webecos means purchasing direct from the manufacturer, and thus the margin normally charged by distributors is elimi- nated and you, the beauty therapist, can buy top-quality products at highly competitive prices. All products can be ordered online and of course we supply beauty therapists only. If you would like to try our highly competitive range of products, please visit our website and order our free introductory package.


Your body language can speak volumes about the way you feel and folding your armsmay be seen as a defensive stance.


dough hangover? Just not feeling the love?Then you should, in the interest of professionalism, keep it out of the workspace if you cannot transcend, even though thismeans deducting it fromyour personal off-time.


“Better yet, learn to cope, get over yourself, it is called the service industry for a good reason:We are here to serve. Back to our earlier realisation, that the client has come to see you, not the other way around, and that the client desperately wants to feel recognised, included, and connected.”


“In all salons, big or small, hygiene and appearance are one of themost important andmost noticeable things to a customer,” explains Deborah. “If the general appearance is not up to scratch, a customer can be instantly put off and feel uncomfortable.This can also lead to a complaint. In an industry where aesthetics are important, your salonmust reflect this through utmost hygiene throughout the building.”


handling complaints FREE


INTRODUCTORY PACKAGE


Of course, sometimes nomatter what preventativemeasures youmay take, it simply won’t be enough for some customers, and in this scenario a complaint is likely to be made against you, your staff and/or your salon.


If this does happen, CharlotteWhitney, Sales andMarketingManager for Sterex, has the following advice: “The key to dealing with difficult customers is the same across all business sectors because we are all human beings and regardless of the specific nature of the complaint; understanding the emotional state of the client is the key to successfully resolving the situation and keeping a happy customer.


www.beautytherapistsonly.co.uk


Corre c tive Cosmetics UK Ltd, PO Box 232, WR14 9AJ Malvern T: 0800 0850 429, E: info@be autytherapis tsonly.co.uk


“I always say thatmistakes will happen but it is how they are dealt with that is remembered and it is very true.You can win a customer’s loyalty or kill a relationship dead by how you handle a single situation so it is important to ensure you aremindful of the following skills that will help ensure a successful conclusion for both you and your client.”


don’t fight fire with fire


“It is all too easy to rise to taunts and remarks that an angry customer might present you with when making a complaint,” says Charlotte. “Clients can occasionally spend time preparing for how they are going to ‘open’ the complaint with you so my advice is always let them finish their opening speech


110 GUILD NEWS


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