Xia Xue, still in her dreams, was jolted awake by her phone's ringtone. Last night, she had been busy discussing the spring and summer exhibition with the designers until midnight and only returned home in the morning.

"Is there a problem at your shop, Sister Zhi Qing?" It was ten in the morning, and the beauty salon had just opened. What could have gone wrong? Xia Xue rubbed her forehead and lay back on the bed, feeling exhausted.

"Xiaoxue, I'm sorry to disturb your sleep." Zhi Qing deliberately lowered her voice in the office. "Don't say anything, just listen," she said as she extended the phone outside the door.

It was the sound of a woman's argument and someone trying to calm her down. Xia Xue was now wide awake. "Is it about the 'inone' product?" Xia Xue inquired softly.

"The customer's chin has a ruptured area. She's certain there's an issue with our product. This time, it's not going to be easily brushed off with a little compensation. This is a very troublesome customer," Zhi Qing, worried, leaned against her swivel chair. She dreaded encountering such customers, as no matter the method, it never worked. Some people simply look for opportunities to gain attention, perhaps because they generally lack them.

"Try to calm the customer down; I'll be there shortly. Don't let her affect other people." Xia Xue, now fully awake, climbed out of bed.

"Okay!"

After hanging up, Xia Xue hesitated for half a minute before sending a brief message to Xiao Lin, explaining the situation at the beauty salon and hoping he could arrive before noon. She then took a shower and rushed to the garage.

"Xiaoxue, where are you going? Didn't you say you'd take me to your exhibition this morning?" Xia Yusheng was carrying his bag, ready to head to the company, when he saw Xiaoxue rushing to the garage. He grabbed her.

"There's something wrong at the salon." Xia Xue glanced around, mindful of the Xia family's eyes and ears everywhere. "We've received a complaint about the 'inone' from a customer; I've already informed Xiao Lin."

Xia Yusheng couldn't help but get nervous as well; he didn't expect it to come so quickly. "Wait a moment; I'll go with you."

At ten, there weren't many customers in the salon. Optimal visitation usually happened after lunch. Thus, Zhi Qing had a strong aversion to this unrelenting customer. For a business, the worst thing is to have a bad start to the day, making it hard to turn good for the rest of the day.

"I'm very sorry, ma'am." Zhi Qing tidied her clothes and walked over to the customer with a professional smile. "You go ahead with your own work; I'll handle this here." She waved to a young beautician, indicating her to lead the other two or three customers into the beauty room.

"Are you in charge here? My surname is Fu, and I'm a member here." The woman pushed the glasses on her nose and tilted her chin up, looking down on Zhi Qing with a haughty expression.

"Hello, Ms. Fu. Let's talk in the meeting room," she said, picking up the cosmetics on the counter and heading to the office area at the back of the salon without waiting for a response.

"Bring two cups of tea," Zhi Qing instructed the receptionist, then laid out the cosmetics on the table. "Ms. Fu, during the use of which product did you discover the issue?"

This method of asking questions is a technique. Given time, it can gradually dissipate the customer's resentment while simultaneously taking initiative, guiding the customer into the negotiation process according to their mode.

The woman was first taken aback, then habitually pushed her glasses. "Shouldn't you first look at my wound before asking questions?"

An instinctive reaction indicated this woman was experienced. Usually, when a customer is asked questions, they naturally respond based on the questions posed, as a matter of speaking habit. So Zhi Qing smiled politely, while the assistant entered with coffee. "Please bring the recording pen."

"What do you mean by this?" Ms. Fu immediately reacted sensitively to the mention of recording.

"Ms. Fu, please do not get agitated; this is a procedural measure we have for unexpected incidents. Any sudden event processed here needs to be thoroughly recorded for archive keeping.

"Ridiculous, is this place a police station or a law firm, with such a procedure? I refuse." The woman pushed her glasses again disdainfully.

"This puts me in a difficult position, and I cannot address your issue this way."

"You're mistaken; I'm not here asking you to solve the issue."

Zhi Qing chuckled lightly. This woman not only had character issues but also seemed mentally unsound. "Ms. Fu, I'm not quite sure I understand your meaning. Could I ask why you're here...?"

"I'm now suspecting there's a problem with your product." The woman's haughty attitude ignited Zhi Qing's anger, yet she maintained her professional smile.

"According to your consumption record, I found that last month you purchased 'inone' from us at an 80% market discount, correct?" said Zhi Qing after finding the latest purchase record using Ms. Fu's membership number.

"That's correct. What's the problem with that? I got the membership card here during a promotion when I bought the set."

"Alright! May I ask what kind of trouble this product has caused for your skin? I must understand thoroughly before I can offer a suitable solution."

"Do you see this? On my chin, this is where I started having ulcers after using the product." Ms. Fu pointed to a wound on her chin. "It was fine originally, and now it's just getting worse. Other than using your product, I've used nothing else."

With disposable gloves on, Zhi Qing carefully inspected Ms. Fu's wound. It indeed showed signs of an allergic reaction, accompanied by a small area of suppuration.

"We've sold so many sets of 'inone' without ever encountering this situation. May I ask if you used skincare on an already wounded area, or...?"

"Are you deaf? I said the wound appeared after using the cosmetics!" Ms. Fu slammed her hand on the table. "I demand an explanation, or I'll go to the Consumer Council to lodge a complaint about your product."

"Ms. Fu, please don't be so angry. We will definitely resolve the issue. Before that, would you consider going to the hospital to treat the wound properly? Otherwise, it might leave a scar over time."

"What's wrong with you, trying to curse me, aren't you?"

Zhi Qing furrowed her brows; she'd seen unreasonable people before but none so shameless.

"Isn't it about compensation? Just name your price!" Losing patience, Zhi Qing crossed her arms. She's seen many like her.

"Do you think money can make those who are injured go away? I tell you, that's not happening."

"Miss, please don't be upset. Sit down, and let's talk it over." Xia Xue entered from outside the door, instantly stepping in to diffuse the tension in the room.

"Who are you?"

"I'm the owner here, and this is the lawyer," Xia Xue said, pulling Xia Yusheng to sit opposite the woman.

"How silly of you! Bringing a lawyer because you're afraid I know the law!"

"You've misunderstood me; the presence of a lawyer during any compensation or agreement makes everyone feel secure, don't you think?" Xia Xue picked up the 'inone' from the table, examined each product, then returned them to their original place. "You bought this set last month, and moments ago, you said your chin showed signs of peeling, causing the current ulcer after using this product, correct?" Xia Xue reiterated the situation. "Ms. Fu, please carefully recall and respond about the process in between; this is important."

"I've already said it three or four times; what more do you need to believe it?" Ms. Fu sat down in a huff and pursed her lips.

"All right, if you're sure the issue arose from using our cosmetics, then I have a question. Do you use these products daily? If used daily, the usage rate appears quite low based on your brought products."

"I use it occasionally," Ms. Fu, still condescending, wasn't expecting Xia Xue to ask such a question.

"Perhaps ordinary customers don't understand, but we in the skincare industry know that effects are proven over time. Of course, skin issues like ulceration develop neither overnight nor in a short period."

"Are you accusing me of fabricating this?"

"That's not what I meant," Xia Xue leaned forward. "If you have the time, could you wait a bit for our specialist doctor who will arrive soon? If you're unwilling to go to the hospital, they can diagnose your issue here. How about it?"

"I'm not sick; why would I see a doctor?"

"Skin issues are also illnesses."

"That's not necessary."

"In business, we're not afraid of anything but product problems. So no matter the reason, the best way is to solve it thoroughly. If our product truly caused your trouble, then we can seek redress from the manufacturer. If it's misuse, we'll develop a detailed skincare plan for you. If it's an external injury, then a doctor can solve it for you. Isn't that good?"

Ms. Fu sat silently in the chair, and Xia Xue's cheerful demeanor was making her uncomfortable. "The coffee's cold; Zhi Qing, could you change it for us, please?"

"Sure, boss."

Only three people remained in the conference room, the clock ticking away. Xia Yusheng quietly played his role, even though his mind was far from calm. (To be continued. If you like this work, welcome to Qidian (qidian.com) to vote for recommendations and monthly tickets. Your support is my greatest motivation.)

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