ASK THE Experts

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

How can I encourage my staff to become better retailers?

Encouraging your team to become skilled retailers not only enhances customer experience but significantly boosts business success. To effectively motivate your team, it’s essential to communicate clearly why retailing matters, provide practical training and reward exceptional performance.

Firstly, education and clarity are paramount. Therapists often perceive retailing as purely sales-oriented, neglecting the intrinsic value it adds to client care. Many therapists feel reserved or shy about selling products due to fear of rejection or seeming pushy. Reframe retailing as an extension of their professional advice and client wellness journey. Demonstrate how recommending appropriate products completes the treatment experience, maintains results, and ensures clients feel cared for beyond the salon visit. Clarifying this perspective encourages therapists to see themselves as trusted advisors rather than salespeople, helping reduce anxiety around retail conversations.

Practical training is equally vital. Offer regular workshops or training sessions, focusing on the benefits, active ingredients and ideal use cases of each product. Incorporate role-playing scenarios to build confidence and enhance communication skills. Allow therapists to share experiences and tips with each other, fostering a supportive and collaborative learning environment. As therapists become more comfortable and knowledgeable, retail sales naturally increase.

To address feelings of reservation and shyness, emphasise empathy in selling techniques. Encourage therapists to genuinely listen to clients, identify their needs and make personalised recommendations.

Develop a rewarding incentive programme that recognises both individual and team achievements. Rewards don’t always have to be monetary – consider acknowledging achievements through staffrecognition, extra training opportunities, spa days or product discounts. Regular feedback and celebrating small wins helps encourage continual improvement.

Share sales performance data openly, setting achievable targets to strive for collectively and individually. Open dialogue around progress allows therapists to clearly see their impact on business success.

Understanding their contributions motivates them to sustain their retailing efforts.

The impact of improved retailing skills within your team is multifaceted.

Financially, increased product sales provide higher profit margins and boost overall revenue, allowing reinvestment in stafftraining, business expansion, and facility improvements. Operationally, a retail-focused team creates a comprehensive customer experience, significantly enhancing client retention rates. Clients appreciate personalised advice, building loyalty and increasing the frequency of visits and referrals.

Effective retailing also transforms your team into brand ambassadors. As therapists deepen their product knowledge and confidence, their enthusiasm becomes infectious. Personally, beauty therapists will experience increased self-confidence, job satisfaction, and pride in their professional growth. This enthusiasm transfers to customers, creating a vibrant atmosphere. This positive environment attracts more clients and also makes the business an attractive workplace, aiding staff retention and recruitment.

Hannah White is the head of education and sales at skincare brand Monuskin and devices brand Carlton Professional.

What’s the difference between sugaring and strip sugar?

Over the past three decades, the introduction of strip sugar and traditional sugaring has significantly transformed the waxing industry in the UK. What was once a niche technique rooted in ancient practices has now become a mainstream and growing trend, largely due to its numerous benefits.

One of the most frequently asked questions amongst therapists is, what is the difference between sugaring and strip sugar?

Understanding the key differences between these techniques and the benefits of strip sugar waxing is important for professionals who are looking to offer these treatments.

Traditional sugaring is formulated to be used without strips. The paste is applied by hand against the hair growth and is flicked along the direction of hair growth to pull the hairs out.

Strip sugaring, on the other hand, is formulated for use with strips. It can be used as an alternative to a waxbased product as the technique is very similar. The product is applied thinly along the hair growth and removed against it, like wax.

''Strip sugaring is formulated for use with strips. It can be USED AS AN ALTERNATIVE to a wax-based product as THE TECHNIQUE IS VERY SIMILAR''

Benefits of strip sugar wax:

• Accessibility and ease of learning: Strip sugaring can be learned and applied quickly, making it an ideal choice for therapists of all experience levels.

• Hygienic and cost-effective: Strip sugar wax is applied with a spatula, preventing direct contact between the therapist’s hands and the product. This enhances hygiene while also reducing product waste, as less wax is needed per treatment.

• Hypoallergenic: Strip sugar wax adheres only to the hair, not the live skin, minimising irritation and discomfort for clients. It’s also water-soluble, biodegradable, and free from synthetic resins, making it a responsible choice for eco-conscious salons.

• Industry approved and recognised: strip sugar was included in the 2021 National Occupational Standard (NOS) by Habia.

Recognising demand for accessible and sustainable hair removal techniques, accredited training programmes can provide beauty therapists and educators with the skills to introduce strip sugar waxing into their services. Training academies and colleges can benefit from integrating strip sugaring into their curriculum, ensuring that students graduate with the ability to offer an in-demand, environmentally friendly treatment.

Rosie Khandwala is the co-founder of strip sugar brand Aqua Natural. Khandwala grew up using sugar waxing in Tanzania, and began training people in the technique in the UK after she moved here in 1988.

How can I treat milia using electrolysis?

A milium is a small, pearly-white bump just under the surface of the skin. These harmless cysts are less than 3mm in diameter, and they usually come in multiples, in which case they are known as milia.

Milia are common in all ages and genders and they form when keratin is trapped beneath the epidermis. While they can form on other anatomical areas such as the upper trunk, extremities and genital area, they are more commonly found on the face, and are particularly prominent in areas of fine skin, especially around the eyes and cheeks.

Electrolysis, or more specifically thermolysis AC/RF/HF (alternating current, radiofrequency, high frequency), is an effective way to treat milia. The thermolysis current is directed into the milia via a very fine, sterile probe (needle). The current generates heat energy which cauterises or coagulates the milia, causing it to dry and immediately shrink, and any remaining treated tissue is sloughed away over the following few days.

Every piece of electrolysis equipment has different outputs, current levels, frequency and so on, so it is vital that the machine manufacturer or company trainers direct the practitioner to the most efficient and safe settings for that particular piece of equipment. Depending on the number of milia, generally one treatment is sufficient, occasionally two or three treatments may be necessary if milia are extensive.

Immediately post treatment and for the first 48 hours, it is important for clients to use gentle products, ideally with soothing, healing and antibacterial properties. The treatment area should be kept clean, and it is important that the client does not touch or pick the area and uses gentle products, avoids heat and uses sun protection.

To help prevent reoccurrence, the client’s diet, skincare and general health must be considered. Professional peeling treatments are recommended as well as regular home exfoliation and hydrating products.

The most common challenge practitioners might face is confusing whiteheads, which contain sebum, with milia, which contain keratin. Another common issue is using too high current levels. In both cases, good education specific to your equipment type is paramount.

Milia removal with electrolysis is a hugely satisfying treatment to offer with fabulous client satisfaction. Since treatment cost is low, it is also a profitable treatment to offer. It is essential to get the best education before carrying out these treatments.

Janice Brown has over 30 years of experience in the professional beauty industry and is currently a freelance training consultant and electrolysis specialist. Her career has also spanned roles from therapist to director of House of Famuir.