By: Jenni Middleton, Editor, Professional Beauty magazine

Professional Beauty magazine’s editorial team has visited over 200 salons and spas for official visits for their Awards, and organised just as many mystery shops during the past three years. In this session, she’ll reveal (without naming names) what most turns them off from a salon or spa, and what would stop them becoming repeat customers were they genuine customers. You’ll learn how to make small changes to your environment and staff training to make a big difference to your bottom line.

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