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
In 2017 Nancy Griffin, president of Contento Marketing issued a brilliant report on retail. It was stated that “seventy-five percent of spa managers felt their low retail revenues were caused by staff resistance”.
I wonder if the managers ever thought to offer training that was structured for how introverts learn. Were they even aware that 95% of therapists are introverts?
This excerpt from an article by Mary Jo Asmus provides another perspective. Read More
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
The spa and wellness industry is projected to generate $US 20 billion in revenue by the year 2020. Retail sales is one of its most important revenue centers. Yet despite booming growth overall, retail revenues have remained disappointingly low around the world.
Clearly, what the spa industry is doing is not working. Traditional therapist training is not the answer. Read More
Gordon Tareta is the area director of spas for Marcus Hotels and the founder of spa consulting firm, Tareta Group International. His comment about Sephora particularly resonated with me because when I worked as an esthetician, Sephora was right down the street. I remember the spa owner telling us that it makes no sense for a client to leave our treatment room and purchase the same products somewhere else. Customer service was everything. Read More
I’m noticing a common thread among extremely high performing spas that I’ve consulted for.
Only 11% of spa teams in the world are selling 30% and higher in retail.
What makes them different? Read More
If you’re still wondering about the value of engagement and retail training take a look at what the experts say.
Smart hoteliers know they can’t afford to ignore the next generation of luxury travelers. Why? Because they are an economic force to be reckoned with. Read More
A bird in the hand is worth two in the bush. That’s why as an “industry insider” I am constantly surprised at how spas and hotels continue to miss the obvious. The spa industry is losing millions in revenue from retail product sales. Obviously if you resolve that problem, a lot will begin to correct itself in the way of market share, customer and employee retention. Read More
I’m discovering an interesting trend in retail sales results and global spas. And since we’re just starting a New Year — this could be the key for massive success. Here we go.. Read More
It’s here! I just received my third and final post training retail sales report and the results are not surprising.
If you’ve been following me you know that three weeks ago, I wrote about training the hair stylists at a Five-Star property in Hong Kong. I was absolutely thrilled at the opportunity because so many decision makers balk at the idea of budgeting for staff training.
In fact most of my conversations with spa managers center around their justification of cost. “What will the return on investment be? Is it worth it?” Read More