Are Spa Managers Blocking Retail Sales?
I started my year out with a bang, training at one of the top spa organizations in Thailand. Most therapists are introverts but in parts of Asia it can be particularly challenging. Cultural norms dictate a certain reserve; and while that may be fine outside of spa, it does not improve retail sales.
Initially I get a lot of push-back from therapists while teaching them to interact with guests. The key is getting them to understand what good service means to the guest. Once they make the emotional link between verbal connection and good service it’s easy. Until that happens (usually by the end of day two) I feel like this-
It can be downright exhausting at times. Especially if the spa manager or director secretly operate from the same mind-set and viewpoint as the therapists and senior management has initiated the training.
Allow me to explain.
The first step of training is totally about determining how a low-performing team sees itself with regard to their performance. For instance, if on a scale of one to ten, (one being lowest) they rank themselves as a four, I know they have a realistic view. Knowledge builds confidence and as their skills grow, they will see themselves differently. No cause for concern here.
But if they perceive themselves as seven or higher? They are operating under a delusion that their manager has most likely co-signed on. Poor performance has been normalized and is reinforced daily. In meetings, the manager may express concern to senior management, and blame the therapists. But it begs the question of how they are addressing the problem.
Training is more challenging as they are in undercover protective/defensive mode and may not be fully aware of it.
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Watch my short You Tube video for how I improved my retail sales https://youtu.be/UGlxFjE3_6g