Growing your Beauty Business with Jana Elston

Do you ever get frustrated when a client tells you they are using a supermarket brand moisturizer and that they are very happy with it? Looking for ideas on how to handle such a situation? What I have done in the past is try to educate the client about the differences between supermarket and professional skin care brands. Because this approach did not always work for me, I looked for other ways to approach this situation. I now have tried a slightly different approach which has been working for me. When my clients tell me they just love their product and I come in and say, but mine is better and yours does not work as well, the ingredients are not as good etc etc etc. they feel like you are just trying to sell them. Their barrier goes right up and they shut down to any suggestions. Something I learned in self-defence is, if someone grabs you and tries to pull you in one direction and you try to pull away in the opposite direction they are ready for it, they just pull harder...

We all have to deal with difficult customers from time to time. Something I learned a long time ago, is that if we could successfully resolve issues for an angry or complaining customer, they would most often become our most loyal customer. Customers make judgements on the service and judgements about the business based on how the staff and management respond to a difficult situation. When dealin g with a difficult customer, it is important to acknowledge their feelings, don't ignore, or worse, dismiss their feeling. Typically a complaining customer would have been psyching themselves up for the confrontation, often taking you by surprise.  Imagine the customer blown up like a balloon full of hot air. If you confront your customer, question their judgement, deny or justify your actions, you’ll just be adding more hot air to that balloon. If you keep adding hot air to that balloon, it will eventually explode. The best thing to do is to let the hot air out of t...