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Highly Confidential- What No Spa Consultant Will Ever Tell You

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Last week I wrote about training the hair stylists at a Five-Star luxury hotel in Hong Kong. This was a new area of the beauty industry for me as my experience has always centered on spa.

I appreciated the opportunity to expand my Increasing Your Retail Selling program to a related area. I know that investing in training can be fraught with doubt for many decision makers. They wonder if the ROI is worth the outlay.

So I decided to go where no spa consultant has ever gone before and share my post training results publicly complete with recommendations.

Here’s how it will work; When I receive the weekly retail report from my contact you will see it too. Full disclosure. No editing, only the names will be protected.

Do I risk shooting myself in the foot? You betcha. But my system is process proven. The chances of a giant fail are slim. (Fingers crossed)

Note: the spa manager was informed as this information is highly sensitive and confidential. Once they were assured no names would be mentioned I received approval.

Hold on to your seats, here we go.

Prior to beginning training I requested a report of sales revenue results from the three previous months.  Figures indicate the entire month of sales for each stylist.

Let’s monitor stylists #3 and #6 over the next few weeks.

For the entire month of October:

Stylist #3 generated 186.00HKD=$23.81USD  

Stylist #6 generated 626.00HKD=$80.13USD

See below.


In my first blog post I mentioned that I discovered the underlying problem for low sales from the hair team was an inability to conduct a good customer consultation. This was my primary area of focus for training.

Post Training Recommendations

I recommended that the spa manager implement a daily interactive sales tracking chart which would be upkept by the team. Each time a sale was made they would simply place a stroke next to their name. This allowed them to see the team’s progress as well as their own personal standing.

I also recommended a daily status meeting in the tradition of hotel GM’s and their department heads. This was to help them “get their head in the game”.

Each morning a review of that day’s guests and services would be discussed with strategies developed to maximize sales. The prior day’s retail successes and challenges would also be reviewed. High achievers would be celebrated and therapists who needed more support would receive it immediately.

And this is major-I recommended that the group take one minute to meditate and set their intentions. Envision themselves having successful consultations and product recommendations.

The spa manager implemented each recommendation immediately.

Here are first week post training results for the week ending December 3:

Stylist #3 generated 616HKD=$78.84USD  

Stylist #6 generated 790HKD=$101.10USD

So, what do you think about the results so far. I’m interested to hear your feedback

 

 

 

 

Linda Harding-Bond
Linda Harding-Bond is shifting the paradigm on spa retail training with "Increasing Your Retail Selling” This system focuses on customer engagement and discerning the guest's needs through skilled listening. It is uniquely designed to develop the inherent skills of introverts-the predominant personality type in the spa and wellness industry. Retail sales results are immediate and long lasting. The program is also available as an online training system with remote coaching for managers. Linda has provided training for Empire Beauty Schools, MSpa International, Six Senses Resorts, Oberoi Group and Goldeneye Resort & Spa. She is author of The New Esthy Handbook. Contact her by e-mail for a complimentary consultation- Linda@Moontideconsulting.com .
Linda Harding-Bond
Linda Harding-Bond

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