Our Blog

Our Blog

The Therapist – Management Retail Disconnect

Tags: , , , , , , , , , writing
featured image

There are currently 32,930 vacant positions for therapists in the US spa industry and 1,030 for managers. Inspired by these findings from its annual Spa Industry Study, the International Spa Association (ISPA) Foundation commissioned PricewaterhouseCoopers (PwC) to conduct a global study to get underneath the reasons for the high number of vacancies. 

Retail was one of the issues that were uncovered.

Therapist perspective

The overwhelming majority of service providers are passionate about providing exceptional client service and they would like to have a long-term career in the industry. Flexible scheduling and the ability to balance work and home life are important to these employees (see Graph 2). However, they do perceive issues surrounding their compensation package. Less than half agreed that their total compensation fairly reflected their contributions. Pay/salary ranked high (46 per cent) among the factors attracting service providers to the industry and this research may suggest a gap between expectations going in and the actual real-life experience.

The sometimes thorny topic of retail up-selling was also explored in the research. A key finding was that 46 per cent of service providers do not believe that up-selling retail products is actually their responsibility. This compares to almost 90 per cent of management believing that service providers should have this responsibility. There is a clear disconnect. When focusing on millennial service providers, they were more willing to accept up-selling as part of their role, so the message appears to be potentially changing across the generations.

Read complete report here>>>http://leisuremedia.com/features/features_display.cfm?featureid=32744

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 many world class organizations including The Oberoi Group, Shangri-La Hotels, The Resort at Pedregal, GoldenEye Resort and Spa and Six Senses Resorts. She is author of "The Engaged Therapist" and "The New Esthy Handbook: an Essential Guide for Novice or Nervous Estheticians". Connect with her at Linda@Moontideconsulting.com .
Linda Harding-Bond
Linda Harding-Bond

Related Posts