Modern administrator = salon brand

- What role the administrator plays in the client's impression of the salon- What the client remembers and what is repulsive- How to look, speak and act to make the client come back

Selling without imposing: tools and scripts that will work in 2026

- How to sell services and products in a natural way- Key phrases that do not annoy customers but motivate them to buy- Algorithm: needs identification → recommendation → confirmation of benefits

Zoomers, millennials, baby boomers: how to serve different generations

- What customers 20+, 35+, 50+ want: behavioural patterns and expectations- What words, topics, and approaches work/don't work with each group- Personalisation of service for generations: small features that impress different types of customers

How to identify customer values and needs in 3 minutes

- Question + observation technique: how to read a person from the first minutes- What signs indicate priorities: price, speed, quality, atmosphere- Building service and offers based on what this particular client values

Anti-stress communication: how to remain professional in difficult situations

- Dealing with negativity, delays, force majeure- Techniques of calmness and confidence when working with emotional clients- How to build a dialogue, even if the client is ‘not in the mood’

Increasing the average check is easy: no discounts and no pressure

- When and how to offer additional services to make it sound like caring- Upsell through service, not through ‘promotions’- Upselling: how to recommend a product to make the customer thank you