Tag intimidation

Tag intimidation

Ten Ways to Please Your Global Clients

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Social media and news outlets are bringing us closer together minute by minute. Air travel is faster and more frequent; most areas of the world can be accessed within 24 hours. Opportunities to conduct business with a global clientele are increasing exponentially. So what can spa therapists do to help build a brand which attracts and maintains the attention of  treatment lovers from around the world?

What’s guaranteed to work every time and garner rave reviews on social media sites? Check this out-

Smile. A smile is a universal welcoming signal that crosses all boundaries and immediately puts your client at ease. Further engagement with the guest is mandatory and serves to benefit the therapist as well so make sure that the charm is dialed on high.

Interview your client. Use that intake form to begin your conversation.with your client.  Everyone’s situation and reason for visiting the spa is different. Give men the same amount of time and respect for discussion as women, their needs are often just as pressing. Don’t assume anything, ask questions and listen well.

Don’t categorize your clients. When it comes to skin and body care, knowledge of the  Fitzpatrick Classification Scale is not enough.  Multi-ethnicity is everywhere and creates some very interesting characteristics that probably weren’t covered in your massage or aesthetics classes.  Gather as much information as possible, this will help to ensure great service.

Make the client comfortable. People come in all shapes and sizes. Have a plan in case a plus sized or small person walks into your spa. Be sensitive to the hairstyles of your clients. If she (or he) has a lot of hair offer her two headbands rather than one. Don’t assume that the hair is all hers. Ask if its OK before plunging your hands into someone’s mane to perform a  head massage.  If you are performing facial services on a bald man give his head some love too. It’s exposed to the sun and needs care.

Cleanse, remove and check.  When I worked as a makeup artist for a spa, I would frequently have to remove leftover makeup from my client’s  neck or traces of masque from their nostrils, post facial. If a man has facial hair, masque may cling to his face. Check your clients in the daylight before sending them back out in public. They’ll  appreciate your attentiveness.

Use your loupe. Don’t trust your lying eyes. Examine the skin closely under a magnifying lamp and report your findings to your client.

Be gentle. You will never go wrong if you treat all skin with respect. There is a commonly held belief that darker skin tones can tolerate more aggressive products.  The opposite is true. Here’s the rule of thumb: If you are causing pain to your client, you are probably causing damage. This will get your name on social media quickly but not in a good way.

Avoid extractions.   A good practice is to focus on providing clients with skin that is polished, luminous and smooth to the touch. No one on vacation wants their skin to look damaged. If your client returns to you often, you can then create a schedule for deep cleaning and extractions.

Make product recommendations  Almost no one travels a distance and gets a treatment to not take something  home with them. Therapists have problems selling because they fail to initially engage with their client. If you have a product  that you really believe in or that worked incredibly well during treatment share the knowledge with your client. Recommend that they buy another for gifting, especially if it’s unique to your spa.

Make care recommendations   One of the ways to show true interest in your client is a final written recommendation for body and skin treatments once they return home. Create a three month schedule for them to follow, include a sentiment thanking them for visiting the spa. Send it to their email address. They will  appreciate the reminder to take care of themselves and likely follow your expert advice.

 

5 Shocking Secrets of Spa Therapists  

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I am based in Asia however it seems that when it comes to the spa industry in general, “don’t ask don’t tell” is the policy that folks often operate from. I had a massage the other day at a Five-Star hotel in my neighborhood. It was serviceable enough and I left feeling better. It was everything else that happened around the service which made the hair on the back of my neck stand up. Read More

1st 10 Days of Spa Tips-Quick Review

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Here is a recap from the 30 Days of Spa Tips Series on the Moontide YouTube Channel (hey, please subscribe while you’re there!). So far we’ve discussed … How to increase sales, customer engagement and therapist confidence in 30 easy to follow steps.

1. Retail Mantra- Tell Touch Smell Sell-   Four little words to remember when recommending products.

 2. Managers Set Your Expectations with Your Therapists-    Begin each day letting your team know the previous day’s results and which products are the hot item of the day.

3. Following Your Retail Road Map-      Begin your day by determining which services you’ll be performing, select your retail products based on those services and envision yourself selling.

4. Therapists-How to Deal with Your Fears and Intimidation-    Control nervousness by remembering that your customer is semi-nude. They are probably more nervous than you are.

 5.Therapist Communications with Guests and Intake Forms-   If you don’t understand what the intake form says get clarity before you begin the service.

 6. Can you Retail for the Stars?-    What’s your global skin I.Q? Which products work best for multi-ethnic or different skin types?

 7. Recommending vs. Selling-    Hospitality means providing  your client with suggestions for an appropriate product to take home  with them.

 8. Positive Thinking for Retail Stars-    Don’t talk yourself out of success. Envision yourself making lots of retail sales. 

 9. Is Your Spa Prepared to Sell-    For managers, receptionists and therapists’ proper preparation at the start of each day will help to bring success.

 10. So You Know Your Personal Brand-   Match your personal preferences to the products at your spa. They will be easier to sell.

 

Watch 30 Days of Spa Tips on YouTube on the Moontide Consulting Channel

 

 

 

30 Days of Retail Spa Tips  

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When you ask spa therapists “what gets in their way of selling products to clients” their answers paint a compelling picture. Read More