Elleebana’s Top 3 Insights for Exceeding Customer Expectations

Elleebana’s Top 3 Insights for Exceeding Customer Expectations

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel”

-Maya Angelou

How often do you hear stories from your friends, family members or clients regarding moments of negative customer service that they have experienced at an establishment? How likely are you to visit those establishments for your next purchase, service or treatment?

Unlikely? You’re not alone!

In fact, in a 2020 Achieving Customer Amazement Study published by Forbes Magazine, more than 1,000 consumers were surveyed which identified 96% of customers will leave a business due to a negative customer service experience.

This leads us to ask the question…

If customer service has such a profound impact on our clients overall experience and their choice of business or brand, what steps can we take to ensure that our customer service reflects the same love, passion and devotion we have for our craft?

Let’s discuss some of the key focuses that we embed here at Elleebana HQ to ensure that all our clients have a positive and personable customer experience with us.

Elleebana’s Top Three Insights for Customer Service:

1. The First Point of Contact

Whether you communicate with your customers via phone, email, SMS, social media or in person, the first point of contact is your customer’s first taste of what you’re serving.

A friendly, approachable disposition helps to make your customers or clients feel at ease, welcomed and comfortable.

Smiling can increase mood-enhancing hormones and helps to decrease the effects of stress-enhancing hormones.  Greeting your customers with a smile sets the tone for the conversation.

If you are communicating with your customers and clients through various channels online, you can still illustrate your amazing customer service through polite, friendly and personable messages.

Providing a friendly service to your clients is how you control the tone or the energy of the conversation and in return, will represent a positive customer service experience.

2. Solution-Focused Approach

Whether people are looking to make a purchase, searching for a service provider or requiring assistance, customers who approach your business will always seek action.

Actively listening to your client and giving them personalized advice or solutions,  is when we see the rudiments of great customer service.

Turning the focus on the solution is what helps your customer feel acknowledged and validated.

Whether they are coming forward with a question, a technical issue, a concern or simply providing feedback, it is vital to have clear and precise procedures and solutions in place for you and your team to streamline your customer care experience.

3. Product & Service Knowledge

Understanding and being confident with your products or services is visible when you are communicating with your customers.

Having in-depth knowledge of what your business represents, the products you are using, and the services you are providing will instill confidence in your client.

Ensuring that customer service staff have clear and easy to access references for information and providing them with tools and resources to find information promptly will ensure that your team is confidently equipped – expediting the service in a professional and efficient manner.

These top three insights create a great foundation to facilitate a positive and welcoming environment for all of your customers and your team; giving your products or services a stage to shine.

Ultimately, customer service is a feeling.

The feeling you experience when you walk into a business when you explore a website or the feeling you have when you are greeted by the front desk staff.

It’s the feeling you have after your lash lift or brow lamination and you’re looking in the mirror at the end of the day.

It’s the feeling of peace, tranquillity and beauty that we hope to share with all of our Elleebana clients, friends and family.

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Elleebana Master Educator on the Spotlight – Meet Kristy-lee Roberts

Elleebana Master Educator on the Spotlight – Meet Kristy-lee Roberts

I suppose I was like every other small-town country kid, playing outside in the dirt until the mosquitoes came out, working on the family farm, and learning how to drive in the front paddock. I remember some key core memories from my childhood – mostly these revolved around saving some sort of animal in distress and leaping into action, regardless of the species.


This triggered my career ambitions early and I had always wanted to be a Vet or work with animals in some sort of capacity, but then I thought about the animals I would lose or perhaps not be able to save, so I changed my mind on that one and left career prospects to the back of my mind. Fast forward to high school I wasn’t really a sporty kid – I LOVED the arts (I was always drawing and creating something), biology, and chemistry – quite fitting that those key subjects play a big part in my current role now.


In 2008 came my first big life event, my family and I moved to North Wales in the UK! I have family connections in England and Wales, so had visited there before I moved – living there in total for 11 years in a seaside town called Llandudno! A big chunk of my life was spent outside of Australia, where I was lucky to be able to travel to different countries, there are still so many places on my list that I would love to see! In 2010 I attended the local college and jumped in to my first ever Beauty Course, with the arty background, I had always had an interest in makeup artistry and nail art so this was perfect for me. I learned everything from waxing, manicures, pedicures and lash perming – hands up if you remember the white rods! I really enjoyed doing treatments and making people feel good, so I started gaining a small client base, mainly doing mobile beauty treatments whilst working alongside my main role in Mental Health, eventually a few years down the track, I left my role in Mental Health and focused solely on Beauty where I invested in further courses for lash extensions, wedding makeup, nail art, brow lamination, volume lashes, dermaplaning, and facials – you can never stop learning.


In 2012 saw the most life-changing event of all. The birth of my little girl Ava. Becoming a parent is without a doubt one of the most challenging yet rewarding experiences I have been blessed with. I hope that I am able to continue to be a strong role model and positive influence for her and to let her know that there may be small blips on your journey, but there is always something truly exciting on the road ahead. After some time, I had begun renting a space in 2018 in a great salon owned by one of my Tutors – these ladies are incredible and truly inspirational. I learnt so much more about the industry and I loved every second of it – then covid happened. As I was self-employed and couldn’t work, I felt really lost, like many other perhaps at the time.


In 2020 we moved back home to Australia! Quarantine was an experience. I had second thoughts about returning back home it became a little overwhelming, after spending so much time in North Wales, making many memories, and building a life. These huge adjustments to come for our family was going to be hard but I am so incredibly glad I decided to do it!


I had originally applied for a dispatch role here at Elleebana HQ however was fortunate to be able to land the role as an Elleebana Educator here in Queensland. I feel this was the piece of the puzzle I was missing! Joining the Elleebana family came at a point in my life where I needed it. It gave me purpose again; it provided me with challenges and a support system that I was looking for to further grow and begin to believe in myself. I have been able to meet so many amazing, passionate people and learn some incredible new things. Elleebana has really provided me with a key to unlock the future, to be able to gain so many opportunities and make some new incredible memories, not only for me but for my daughter Ava as well – so to Otto and Zoe I am truly thankful.


2023 is going to be another spectacular year!


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Coming to America – During COVID!

Coming to America – During COVID!

Are you looking for some online support and 𝙸𝙽𝚂𝙿𝙸𝚁𝙰𝚃𝙸𝙾𝙽 today? Well, look no further! 𝙏𝙐𝙉𝙀 𝙄𝙉 on PodBean as Otto Mitter @ottomitter jumps on ThreeBs podcast to talk how Elleebana USA started in Chicago during COVID.

The world of beauty business is full of opportunities and one that is growing exponentially. The lash and brow industry alone has been steadily growing over the last two decades with eyelash and brow services being huge mainstays in salon menus. To own a successful brand in the lash and brow industry is a remarkable opportunity. However to keep a brand growing for over 2 decades requires a lot of resilience, innovation, hard work and a few stars aligning every now and then helps you be up with the front runners.

Australia born and globally loved brand Elleebana is one of those such brands, 26 years in business and going stronger than ever before is something that is virtually unheard of. This longevity in the lash industry is a testament to the dedication of Otto Mitter and his team at Elleebana global headquarters as they pave the way for lovers of all things lash lift and lamination in over 60 countries around the world.

Tune in on PodBean to hear the challenges he has faced in the world of lash and brow lamination during COVID.

Listen Now!


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Another WIN for the Elleebana team!

Another WIN for the Elleebana team!

We are so excited to share that Elleeplex Profusion has just taken the reader’s choice awards for FAVOURITE LASH AND BROW TREATMENT OF THE YEAR!!!

Elleebana proudly released the next generation of lash and brow lamination in 2020 after 2 years in the making with clinical trials. Since then, Elleeplex Profusion has taken the world by storm and has become trusted by experts in 60 countries!!! It has also gained popularity not only because of its outstanding performance as a dual system but also because it really takes the worry out of overprocessing. 

There is a reason we keep saying Elleebana continues to push the treatment evolution envelope and influence the global market with innovation and excellence and this award is just a reassurance that we are on the right path to continue offering innovative solutions to our Lash Lovers community.

We can’t thank you enough for everyone who voted for us!!!


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Proud to be a WINNER!

Proud to be a WINNER!

It’s a special moment in time for us here at Elleebana. The delight we feel in sharing this with you is more than you will ever know.

The ABIA awards not only closed a weekend full of joy and connection in the beauty industry but also brought together the industry’s elite from all over Australia. With so many fantastic entries in each category, it is extraordinary to have Elleebana’s hard work and dedication to the industry recognised on such a global scale.

Launched in 2012 by esteemed trade visionaries Mocha Group, the Australian Beauty Industry Awards (ABIA’s), combined with the Australian Make-up Artist Awards (AMIA’s), are the trusted national award platforms which provide a benchmark of excellence across both specialist and individual categories across beauty, aesthetics and make-up expertise.

Mocha’s Owner/Publisher Linda Woodhead understands the pressure these creative entrepreneurs have faced during the pandemic and believes it’s time to shine a bright light on these stand-outs;

“Both the beauty and make-up artist industries are incredibly resilient and made up of some of the most hard-working individuals and teams you could ever meet. We hope that their local communities will support them through these difficult times and acknowledge the work that has gone in to seeing them recognised as Australia’s best on a global scale.”

In addition to Elleebana, the awards were sponsored by some of the biggest brands including Dermalogica, Beauty Expo Australia, Sustainable Salons, The Global Beauty Group, Issada, Ultraderm and other incredible names in the industry.

Elleebana is proud to be a winner and take the Best Business Performance of the Year Award home!!!

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Sydney Beauty Expo was a huge success!!!

Sydney Beauty Expo was a huge success!!!

Team Elleebana brought the Ellee Magic, had an experience we won’t forget, and made this year’s show one for the history books!

The excitement was more than we could bear as we all were so thrilled that the show finally returned to the industry.

We unleashed the latest product releases, had product demonstrations throughout the weekend with Elleebana Master Educators, had a blast meeting the Elleebana tribe and had the pleasure to accept the ABIA award for Best Business Performance of the Year (non-Salon) 🏆 but this is a topic for another post. Stay tuned!

This was certainly a weekend to remember and can’t wait to see all of your beautiful faces in Sydney next year!!!

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Overcoming challenges in the world of lash and brow lamination with Otto Mitter

Overcoming challenges in the world of lash and brow lamination with Otto Mitter

Are you looking for some online support and 𝙸𝙽𝚂𝙿𝙸𝚁𝙰𝚃𝙸𝙾𝙽 today? Well, look no further! 𝙏𝙐𝙉𝙀 𝙄𝙉 on Spotify as Otto Mitter @ottomitter jumps on Beaute by ABIC podcast to talk about overcoming challenges in the world of lash and brow lamination.

Otto Mitter’s path into the beauty world was inevitable, since a young age, Otto was introduced to the world of beauty by his mother who started one of Australia’s pioneering beauty, slimming & health clinics. Otto’s mother wrote and contributed to the first competency-based beauty therapy training in Australia (wrote the Diploma of Beauty Therapy, Diploma of Health Science and Aesthetics, and founded the Gold Coast Training Academy who graduated thousands of beauty therapists in Australia). Having been brought up by such an influential person in the industry it was only a natural progression that Otto found himself studying make-up artistry and all things lash & brow at the Gold Coast  Training Academy straight out of high school. Fast forward to now and after two decades of studying the art of lashes, brows, beauty, and cosmetic formulation, Otto and his team at Ex-Import (Elleebana) currently produce and supply lash & brow enhancement ranges for professionals and develop educational programs for over 60 countries across the globe and have a combined team of over 300 trainers worldwide. Otto’s dedication to education has seen him as a guest speaker and educator at the world’s most prestigious beauty and lash events.

Otto has a passion for continuing education, working with leaders in the industry, and helping up-and-coming beauty therapists, lash artists and educators develop their profiles and careers, which is appreciated by his team and colleagues around the world.

Tune in on Spotify to hear the challenges he has faced in the world of lash and brow lamination.


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Front Cover Vibes

Front Cover Vibes

Elleeplex Profusion, the art of health lamination is making headlines in Australia!

Lash & Brow lamination has captured the hearts of therapists and clients around the globe with a surge of brands entering the market as they compete for the top spot of being the most trusted and reliable product choice for lamination specialists.

Elleeplex Profusion is fast becoming the answer for lash specialists due to its foolproof formulation that takes the worry out of overprocessing or damaging lashes during the treatment process. Overprocessing has been a scary word when it comes to lash lifting because when performing lash lifts and laminations it requires precision and skill to avoid overprocessing issues.

Flick over to page 22 to read the article written by award-winning global lash & brow educator, Otto Mitter.

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Elleebana is coming to the Beauty Expo Australia

Elleebana is coming to the Beauty Expo Australia

The ultimate professional beauty event is back and we are excited to be part of it!

The Elleebana team is excited and ready to unleash the latest product releases at the Australian Beauty Expo, the ultimate professional beauty event. With product demonstrations throughout the day and exclusive Beauty Expo offers, the Elleebana stand should not be missed if you are heading to Sydney!

Following huge popularity in Chicago and Las Vegas, the Elleebana Flex Rods will be available at the Elleebana stand along with Elleeplex Profusion Lash & Brow Lamination, Elleefix Brow Styling, Regen 2.0, and Elleebana award-winning products.

Click below to get your tickets and see you in Sydney!!!

Buy tickets!

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Step into Luxury

Step into Luxury

We are glowing on the Cover of Professional Beauty Luxury Issue!!!

Known as the bible of the beauty industry, Professional Beauty features a cover story about Elleebana’s brand building and business growth.

Managing Director, Otto Mitter shares exclusive insights about building a business and his top five ways to ensure success. He uses these crucial principles on a daily basis in his company.

“The world of business can move quickly, you might have new treatments incorporated into your menu, you might have a new product range you wish to launch or you might have some expansion in your premises that need to come to fruition. Goals can change very quickly depending on many factors. Staying on top of this helps you know where you’re going and where you have been, but if you don’t have them,l you can find yourself wondering what to do next, which can cause a lot of unwanted stress and slows down the process of getting ahead.”

Our cover team:

Photographer: Nadia Masot

Hair and Makeup: Mia Connor

Styling: Laura Churchill

Model: Abeny Nhial

Creative Director: Otto Mitter

Read more here!

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