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

1 How can I incorporate collagen into my existing treatments?

First things first, why is collagen such big news? Well, it’s one of the most important proteins in our body, serving as one of the main building blocks for bones, skin, hair, muscles, tendons and ligaments. It is what keeps skin from sagging, and plays a crucial role in keeping it 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 of collagen we produce drop – so much so that as we reach our 50s, it’s estimated that we have already lost up to a third of it. 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 facial treatments in order to:

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.

There are a number of ways to work collagen into your treatments. You can incorporate products that contain collagen, such as serums, creams and mists, into your facials. Furthermore, use these with products containing vitamin C to boost collagen synthesis.

You can also use facial massage techniques. A simple one is to gently massage your client’s face using circular motions, focusing on areas where you notice signs of ageing.

It's also a good idea to learn more about collagen. Consider a training course that includes in-depth education on the different types of collagen and which ingredients it works alongside.

2 How do you deal with difficult clients/ client complaints?

When confronted with a difficult client, 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.

Listening attentively is a powerful tool for diffusing difficult client interactions. Allow the client to express their concerns fully without interrupting. Repeat or paraphrase their concerns to demonstrate your understanding. This approach helps clients feel heard and valued, paving the way for a productive resolution.

Rather than engaging in arguments or trying to prove who is right, shift the focus towards finding a solution. Collaborate with the client 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.

There may be instances where the complexity of a difficult client'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.

Difficult client 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 client service strategies. Continuous improvement is key to building a resilient and client-centric business.