Advancing Education – Question 1: What are the most common areas that salons will upskill their staff in this year? How does this relate back to increased revenue?

Learning: The level of training, whether it is treatment, whether it’s technology, whether it’s customer service, it has to be continually revisited.

Karla McDiarmid from Macquarie Medi Spa said customer service wassgoing to be big this year, retail, tips, equipment knowledge, and bringing new equipment into the businesses, to make more money and get better results.

Emma Hobson from Dermalogica said the current trend was very much about personalisation and the root of everything was excellent communication skills.

Pene Timberlake from Syneron Candela said people were coming in to see you for an experience, not just to get an outcome, so you had to be able to communicate on that one-to-one level.

Kylie Scarf from Vamp Cosmetic Clinic said the customer service side of things for them was about careful staff selection at the beginning.

Otto Mitter from Ex-Import Niche Products said everyone can have the same services, but you stood out from the others due to your team of staff.

Bianca Polinelli from Just Lashes said they were working on really knowing their complaints management process.

Anh Hoang from Le Beauty said she applied the role playing in classrooms to always get something out of it.

Jess Goldenberg from The Therapist Co said even coaches these days were starting to look beyond training, not at just the hard skills for the therapist, or even their diplomas , but those softer skills that they needed to be able to have that intimate, personal communication within the client interaction.

Watch the video at the top of the page for the full discussion.