sharon hilditchwrites
• Secondly it makes you confident and proud in what you’re doing. If you experience what you do regularly and improve on it when it needs tweaking then you’ll feel good about it.You’ll know you are offering your customers the
best.And that’s why we all got into this in the first place isn’t it?Whether you’re a business owner, skin care professional or both – you want to make people happy and improve their skin and their life.
At the same time as the service side of your business, it’s important to know your products. If you provide a certain treatment does all your team know everything about it? How long does it take?What’s the recommended treatment course? How much does it cost?What are the benefits?What conditions is it beneficial for?And the one we often get caught out on – what are the ingredients?
I hate it when I go to buy an electrical product or something to do with IT and, when asking in the store for some information, they just read out a card or leaflet attached to the product. I can read myself but if a sales person actually knows his or her stuff it breeds confidence. If you know your stuff you’ll come across more confident and passionate and that is what a client wants to see when considering which treatment to take or if they’re pondering investing in a new product.
So, as well as experiencing your own treatments regularly, make sure your team uses the products too. If you do and you love them you’ll tell people that honestly. If all you know is what you read on the tin, well that’s OK but nobody just wants ‘OK’ customer service, do they?
listen to feedback
Feedback from customers and your team really is key. It’s very easy to hide away from feedback, but it’s the most important thing you’ll hear on a day-to-day basis in your business. Obviously, when it’s good it’s easy to listen to but when people are actually making positive and constructive suggestions it’s very easy to hear them as negatives.
Take them on board, discuss them with the person and try to learn from whatever it is they are saying. The small things are just as important as the big things – if someone is taking the time to tell you about it, whether that be in person, on the phone, email, SocialMedia, letter – then it must be worth your time to engage in that conversation.
act on it
And most importantly – act on it. Don’t just listen to everyone but never change anything. If it needs changing, change
it.And tell people why. They’ll be really pleased to see you listen to them whether they’re your team or customers.
And remember – credit where it’s due. If somebody came up with the idea specifically – say thank you, and tell them you’ve done what they suggested. They’ll be delighted to know they’ve made a difference!
Sharon Hilditch, MBE is CEO and developer of Crystal Clear
International, with a wealth of clinical skin care expertise.
t: 0151 709 7227
w:
www.crystalclear.co.uk @crystalclearskn
86 GUILD NEWS
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