Elevating the Waxing Experience: Why Wax Membership Centers Deserve 5* Customer Service Training

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As a spa consultant I gravitate toward spas for my personal care service. However you may be one of thousands of  waxing enthusiasts who frequents wax membership centers. If so, you’ve likely noticed the convenience and affordability they offer compared to full-service spas. However, when it comes to customer service, there’s a critical conversation to be had. Should wax membership centers receive the same customer service training as full-service spas? In this blog post, we’ll explore the reasons why the answer should be a resounding “yes.”

1. A Renewed Focus on Customer Experience

In recent years, the beauty and wellness industry has been undergoing a transformation. Customer experience is now at the forefront of any successful business, regardless of its size or specialization. Waxing membership centers should align with this trend by investing in comprehensive customer service training. As most beauty professionals know, aesthetic and cosmetology schools focus on training that ensures their students are able to pass the state boards. Little attention is paid to actual customer engagement with the intent of product sales.

2. Professionalism Matters

Waxing is a highly personal and sometimes sensitive service. Clients often expect the same level of professionalism and courtesy at wax membership centers as they would at full-service spas. Providing top-notch customer service creates an atmosphere of trust, making clients more comfortable and likely to return.

3. Loyalty and Retention

Just like full-service spas, wax membership centers can benefit greatly from client loyalty. When clients receive exceptional service, they are more likely to become repeat customers and even recommend the center to friends and family. Retention is increased when customers are sent home with recommended products. A strong focus on customer service can be a key driver in client retention.

4. Managing Unique Customer Needs

Wax membership centers cater to a diverse clientele, each with unique skin types, hair removal needs, and preferences. Customer service training ensures that staff can effectively communicate with clients, understand their individual requirements, and recommend appropriate services and products.

5. Handling Challenging Situations

In any customer-oriented business, there will be challenging situations, from addressing client complaints to handling unexpected issues. Customer service training equips staff with the skills to navigate these situations professionally and efficiently, reducing stress for both clients and employees.

6. Elevating the Overall Experience

Exceptional customer service isn’t just about resolving issues; it’s about enhancing the overall experience. From the moment a client walks in the door to the moment they leave, every interaction should be positive and memorable. This positive experience can set wax membership centers apart from their competitors.

7. Building a Strong Reputation

Word-of-mouth marketing is powerful in the beauty and wellness industry. When clients have a great experience at a wax membership center, they’re more likely to share their positive experiences with friends and on social media. This can help build a strong reputation for the center, attracting new clients and boosting revenue.

8. Adapting to Changing Trends

As the beauty and wellness industry evolves, so do client expectations. Staying up-to-date with the latest trends and techniques is essential, but it’s equally important to adapt in terms of customer service. By investing in ongoing training, wax membership centers can remain relevant and competitive in the market.

In conclusion, wax membership centers should absolutely receive the same customer service training as full-service spas. Doing so not only benefits the clients but also the centers themselves. It leads to increased client satisfaction, loyalty, and a stronger reputation in the industry. In a world where customer experience reigns supreme, prioritizing top-notch customer service is a win-win for everyone involved. So, whether you’re a client or a business owner, remember that outstanding customer service is the foundation of a successful waxing experience.




THE Four Steps Successful Spas Use to Sell Retail (video)

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Wearing masks has caused a decline in the use of lipsticks and foundations. More attention is now paid to cosmetics for the upper half of the face, like mascaras, brow enhancers and concealers. And most importantly, everyone is paying more attention to the health and wellness of their skin which bodes well for spas. Read More

The New Perspective on Retail

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As late as February 2020, I was still writing blogposts to a somewhat skeptical audience about the importance of selling spa retail. Managers were still worried about pushback from their teams! Many found the process of seeking training budget approval from senior management nerve wracking. Combined with navigating the complex forms of the financial department it was too time consuming. Sales suffered.

Connecting the dots between retail revenue, staff training, customer retention and financial health was simply not being done.

Spas that did decide to take the training leap were for the most part considered outliers. Even as they achieved positive results, they still weren’t proof positive enough for a massive industry shift.

And then Covid-19 happened.

Today, we can all bear witness to these simple facts:

  1. More spas with a strong homecare/retail culture managed to survive than those that didn’t.
  2. Spas whose therapists were more comfortable selling retail transitioned more easily to online consultations than those that didn’t.
  3. Spas with robust online retail sales before the pandemic, generated more revenue during shut-down.

The conditions that caused low sales before Covid-19 have not gone away and they won’t do so on their own.

This year, for a different outcome you need to seek out a different solution.

According to March ISPA’s Pulse magazine article “The Training Experiment”, the days of sitting in an eight hour class are over. You may still be cumulatively in class for eight hours, but everything will be online.

This means a shift in convenience and affordability. However, the flood of training means that classes should be carefully assessed for the following:

  1. Quality
  2. A solid track record of training before Covid-19
  3. The information being provided has real value
  4. The company you select can provide any ongoing support that the spa may need

This means a shift in convenience and affordability. What may have been financially out of reach in the past is now not only doable but critical. However, the new flood of training material means that classes should be carefully assessed for the following:

When you get these things right, you are well on your way to accomplishing your retail goals.

In 2021 Business Trainers May Be Obsolete. Here’s Why.

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Training courses are a necessary part of whatever we do in business life. We need the knowledge that they provide if we are going to grow and remain competitive.

Training is never a bad thing. For the hospitality industry it can increase employee and customer retention as well as expand operational knowledge. Read More

When Spas Lay Off Managers Do Problems Go Away?

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It is common knowledge that many spas are laying off management in an effort to reduce expenditures. What I discovered from conversations with industry friends is that often they are replacing spa managers with senior therapists and desk personnel. Read More

Five Reasons To Get Onboard With Online Retail Training

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Right now the spa industry is existing in a time of uncertainty. You may be looking for ways to improve what you did before or trying to find that silver bullet that will fix all past mistakes. (There isn’t one). You can never go wrong educating your staff. However, you must select a course that fits into the current work climate.

Here’s why the Express Online Retail Training Course may be the answer; Read More

Four Things All Spa Managers Want and How To Get Them

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Albert Einstein said that the definition of insanity is to do the same thing over and over again and expect a different result.

Thankfully many spas are now reopening. Customers have anticipated this for months and are excited. Competition is greater than ever. It’s important to over-deliver just to maintain your customer base.

Were the following four “wanna haves” on your wish list before COVID-19 closed spas down?

  1. More customers
  2. More frequent bookings and re-bookings
  3. More robust retail sales
  4. More highly engaged therapists and support staff

If they were, it’s clear that you must do something different to achieve your goals. I never met a spa manager who didn’t want the same thing. But the ones who get the best results always have an ongoing training process in place that guarantees success.

Have a look at the demo of my Express Retail Training Course. It is delivered totally online, provides fast results, and may be exactly what you need.

Here’s the link to get more information.

Reopening is serious business and is crucial for our industry. For many, it is exciting and brings out new skills and ways to connect with our clients and staff. Your “wanna haves” are important.

Leave a comment below or connect with me here.