Do you believe that every customer deserves a great experience? Your quiet, somewhat shy therapists are well skilled in treatments. They can perform a perfect massage or facial. They diligently attend product training and know the ingredients contained in your retail offerings. Read More
May 16, 2016
May 12, 2016
April 27, 2016
Certain customer service industries where one on one interaction is the norm disproportionately attracts introverts. Included in these would be the salon, spa, beauty and wellness. Unfortunately, however, training around the skill set of selling has not been modified to the way introverts learn.
If it seems counter-intuitive to think that introverts make the best salespeople this info-graphic might make you think again.
April 18, 2016
Last week we received quite a bit of response from our Blab “How Cosmetic Outlets Slay Spas”. Everyone wasn’t happy and they let us know so. Many felt as though dirty spa laundry shouldn’t be aired in public.
We never saw it coming. I must admit that it gave us pause.
But then we received an e-mail from the co-owner of one of the largest membership spa clubs in the U.S. who wanted to know more. Read More
March 21, 2016
March 17, 2016
February 19, 2016
Most people don’t like change. Almost no one changes just for change sake. There has to be a strong motivation behind it. The fact is, many luxury groups have such a steady stream of new customers that they aren’t yet feeling the impact of their reluctance to change. Read More
February 12, 2016
I’ve had my ear to the ground of the massage industry lately. Retail product selling is generating a lot of conversation…
According to David Kent LMT, NCTMB, every day we have a limited amount of time, physical strength and mental energy to earn a living. When we are at work, we are basically trading time for money. The amount we earn is influenced, to a certain degree, by our education, experience, skill level, track record, etc.
When we trade out time for money, we are only able to earn as much money as we are willing to trade our time. So, how else can we earn more money without working more hours? The answer is to retail, which is the sale of goods to the public.
(Yes, I know that you don’t want to “sell”. But you’re really not. Keep reading.)
People want to know why they hurt, how you can help and what they can do for themselves. Like other healthcare providers, we must educate the public and present solutions.
When we explain the benefits of receiving regular massage therapy sessions, we are, on a certain level, “selling” or “retailing.” When we offer a discounted price for a group of sessions, it might be labeled a “Special,” “Package” or “Membership.” Ultimately, we provide the benefits and the consumer makes an educated decision.
So, what products do massage therapists frequently integrate into their sessions that would benefit clients and could be offered for sale? The list includes topical analgesics, aromatherapy, pillows, music, scrubs, hot and cold packs, to name a few.
(I’d love it if my therapist recommended these to me. Wouldn’t you?)
Be creative and let your clients know you are proudly offering quality items for their personal use. During a regular session, let clients experience the benefits of new products at no additional charge. Ask clients to share samples with friends, family and coworkers. Topical analgesics and aromatherapy are great gift ideas for those living with pain and stress.
You know the treatment techniques and products that will help your clients the most. Education is the fundamental principle that must be applied to your therapy and the other products you sell. It is easy to earn additional income without working more hours by promoting the products you are already using and the repeat business continually adds to the bottom line.
(I would begin by checking out what’s on the shelves at your spa. I’d bet there are at least three products that you can tie in to your massage services. Speak with your manager about your sales commission rates and set daily or weekly goals for yourself as incentive. Good luck.)
February 8, 2016
I think that for most of us, (especially introverts) it takes a moment for any type of spa training to sink in. We need to mull it over and process it. Any questions that we have may not even formulate until we apply the process; do some hands on. But by then the trainer or consultant is long gone. Read More