Tag therapist

Tag therapist

Lose Money or Clients Which Does Your Spa Deserve?

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Change can be difficult to implement at a spa. New procedures are particularly hard because people are used to operating in a certain way.

I always begin my retail classes by asking therapists why they chose to work in the spa industry.  It helps me to understand their motivation or lack thereof. Some say money, others say they like to make people feel good. Some come from a family of therapists and others don’t have a reason. It just seemed the best thing to do at the time.

Knowing your “why” is important because it can make decisions simple in the long run.

I recently spoke with a spa manager whose group I trained. It seems that two therapists are resistant to doing anything different.  They are using  “family problems” as their excuse for not executing what they were taught in class. They say the new protocol of  customer engagement combined with their personal stress is too much to deal with. Bottom line, they are not interacting or making home care recommendations so guests are walking out with no retail products.

When I was a therapist at Rescue Spa, there was a brief period when my father was in the hospital. So I certainly understand that SOP’s are not top of mind when focused on a sick family member. I informed my spa owner what was happening and took time off. I was not receiving salary, only commission, so for the time my income stopped.

But my “why” for becoming a therapist was to ensure that my multi-cultural clientele received the of quality service that I wanted to receive. So knowing that I couldn’t give 100% I chose not to go in.

I am quite honestly perplexed as to why that wouldn’t be the first suggestion from the spa manager. When a therapist is under-performing, it is the customer who suffers. Most of us have seen the backlash that poor service can bring in today’s consumer focused environment. Is it really worth it? What am I missing?

Write to me at Moontide Consulting.com  and let me know.

By the way check out our YouTube channel where we discuss  spa issues in three minutes or less. Remember to”like” and “subscribe”.

Are Your Spa Therapists VIP Ready?

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Over the weekend I received a text message from award winning Rescue Spa in NYC. One of their many VIP guests is visiting Asia and wants to have a facial.   The VIP also happens to be a YouTube vlogger with over a half million subscribers as well as over one million Instagram followers.  Read More

The Surprising Reason Introverts Are Better At Sales

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Still trying to justify retail training for your quiet spa therapists? Read this insightful article by Geoffrey James from INC magazine.   

The stereotype of a successful salesperson is an extrovert who sells anything to anybody. He (or, less commonly, she) charms customers so thoroughly that they sign on the dotted line before they know what hit them. Read More

The Shocking Truth about Wellness Retail Sales

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Excerpt from The Engaged Therapist: How Spas Can Increase Retail Sales Now and Forevermore

Currently, wellness facilities and concepts are growing both independent of and across the landscape of spa. Millions of dollars are being spent creating new spaces and programs to enhance mental, emotional, physical and spiritual well-being.

But when I peep behind the curtain, I see with few exceptions, that the gate-keepers and their outlook toward  therapist training hasn’t changed. See the chart below: Read More

Bryan K. Williams-Master of Platinum Service

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When Lynne McNees, ‎President at International SPA Association (ISPA) invited me to their  conference in 2013, I never imagined that four long years later I would be part of the ISPA2017 professional development session lineup.  Read More