We have always been optimistic about the opportunities that will arise from the pandemic to do things better.
Here’s what Simon Sinek, who popularized the concept of WHY says: Read More
Linda Harding-Bond
October 16, 2020
Master Class
Linda Harding-Bond
September 30, 2020
As the coronavirus pandemic continues to evolve, the damage to the job market looks likely to be deep and long-lasting. Managers are not only dealing with the stress and sadness of having to let go of a large number of their workers, many of them are also feeling underlying anxiety about their own positions.
Linda Harding-Bond
May 28, 2020
I live in Bangkok. Two blocks away is the largest spa company in the city. It has eight locations, working hours from 10 am-12 am and at any given time, no less than 30 therapists on staff per location. Upon entering, you see an extensive retail area of consumable items comprised of body products, moisturizers, bath oils, exfoliators, soaps and diffuser reeds. Read More
Linda Harding-Bond
February 19, 2020
Morning Headaches? Check Your Cell Phone
Tags: android, bedtime, chiropractors, contortions, head-pain, I-pad, I-phone, neck-pain, sleep Master Class, Products
Do you take your I-phone, android or I-pad to bed with you? I do. I know experts say it’s not conducive to a restful sleep but I’m sorry. Bedtime is when I catch up on pop-culture, videos and e-mail. Read More
Linda Harding-Bond
January 16, 2020
Gwyneth Paltrow, Oscar winning actress and owner of the e-commerce site Goop is stirring things up again. Most recently her addition of celebrated perfumer Douglas Little’s candle “This Smells Like My Vagina” has seemingly touched a nerve across all areas of social media. Read More
Linda Harding-Bond
December 14, 2019
There is still sufficient time to maximize customer holiday spending at your hair/ lash/ brow salon or spa no matter if it’s a corporate entity or single person operation. I’m totally loving April Maguire’s tips to make our last minute Christmas income even merrier. Of course I added my own twist with a nod to my international spa tribe. Read More
Linda Harding-Bond
November 29, 2019
For many entrepreneurs, having the idea is the easiest part. But when it comes to communicating the idea, well, that’s when things get tough. Read More
Linda Harding-Bond
November 18, 2019
For the past several months I’ve been traveling around the United States teaching spa managers and therapists how to increase their retail sales. I was thrilled and honored to conclude my U.S. visit as a speaker and instructor for Biologique Recherche’s East Coast Conference in Florida. Read More
Linda Harding-Bond
June 21, 2019
What makes you spend your hard earned money?
I buy when I need something specific. Other times it’s because the item will make me feel better, it appeals to my sense of aesthetics and in that moment I feel like I’ll love it forever.
As a trainer who instructs therapists on how to increase retail sales, my first stop is always the spa retail store. Read More
Linda Harding-Bond
May 21, 2019
As I travel globally training spa teams and speaking at conferences and events about selling retail, I encounter spa managers who are very successful at achieving high retail sales and customer retention. Most of them employ the same behaviors no matter where in the world I happen to be.
Here are the top five. How many of them apply to you? For the YouTube version click here
1. Set Achievable Goals
It’s impossible to meet numbers goals if your team has no idea of your expectations. Set realistic but not underwhelming sales goals for your team. Give them something to reach for, they might surprise you. Global standards are three home-care products after a facial treatment and two products for basic body treatments.
Acknowledge and reward winners and runners-up. Don’t forget most improved sales to keep the underdogs motivated.
2. Train Your Team
Winning spa managers don’t allow their egos to get in the way. They know their shortcomings and take action when outside training is clearly needed, particularly with retail sales. They make it a point to attend classroom sessions so their team grasps the importance of the training. They know their education will also enable them to follow up in the weeks thereafter.
3. Rewards & Consequences
For winning spa managers, selling home-care sales is never an option. Because retail sales is a direct indicator of customer engagement winning managers focus on performance. High sales, up-sells, cross-sells and customer retention or lack thereof is built into therapist evaluation. Therapists who do well are recognized and rewarded.
Therapists who under-perform are given opportunities to improve but not kept around forever because it is draining to team morale and the financial health of the spa.
4. Interacting & Engaging
Winning spa managers make themselves available to their team. They understand that they are the linchpin from which everything flows. They also understand that the behaviors they want their guests to receive is best demonstrated by modeling those behaviors themselves. Therefore a significant part of their day is spent interacting with the guests, therapists and front desk staff.
5. Advocating for Products
Winning managers are knowledgeable about the products on their own retail shelves. They make it a point to use the products themselves. That allows them to give personal testimony. They consistently let their team know why they like the products and encourage home care use on a daily basis. As therapist’s knowledge is reinforced and modeled by their manager, sales increase.
Need to chat about your team? Connect with me at Linda@moontideconsulting.com