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“Opening the Conversation”-an excerpt from The Engaged Therapist

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One of the biggest shortcomings of spa therapists is that they are not proactive or responsive in initial consultation interviews.

The ability to engage and be present during conversation, is the key to laying the foundation for future up-sells, cross-sells and home care recommendations.

Most guests are not really interested in the therapist’s point of view on topics other than themselves. They simply want validation and a listening ear.

If the therapist can establish their position in that regard the guest will be in their pocket. 

That’s why most introvert’s fears of extensive conversation are unfounded. They simply need to ask one or two astute questions and the conversation will evolve on its own. 

Here is a quick list that will help spa therapists initiate engagement opportunities:

Therapist Questions
So, how are you feeling today?
I hear an accent, where are you from?
Was your flight long?
What’s the temperature there now?
Are you here on holiday?
What made you pick our city/resort?
Have you heard about our specialty treatment/products ?
Will you be with us for a while?


These questions open a world of possibilities for engagement, recommendations and ultimately sales.

Asking the guest how they’re feeling today can assist in gaining more insight. If they respond with a simple “OK”, the therapist can reference their treatment selection to determine if there is a specific issue which needs to be addressed.

Discovering the length of a flight can lead to more treatment recommendations. For instance, if a guest has been on a plane for 12 or more hours, why not recommend an increase in treatment time or an add-on enhancement to combat jet lag? Many people don’t think to schedule a 90 or 120 minute massage but they’d love it. Be creative. Very few therapists suggest also having a massage before the long flight home.

If the temperature in their home city is colder, recommend a warm body treatment and soothing head massage to jump-start the hydration process for skin and hair.

For more information on consultations and retail recommendations, read The Engaged Therapist: How to Increase Retail Sales Now and Forevermore on Amazon 

Linda Harding-Bond
Linda Harding-Bond is shifting the paradigm on spa retail training. Her Express Online Retail Training Course is exactly what's needed for post-COVID-19 spa re-openings. Designed to bring your therapists' retail skills up to speed, it will quickly position retail as a robust alternate revenue stream. Linda has provided training for many world-class organizations including The Oberoi Group, St. Regis Hotel, Anantara Hotels & Resorts, Shangri-La Hotels, The Resort at Pedregal, GoldenEye Resort and Spa and Six Senses Resorts. She is author of "Listen, Engage, Sell!: The Foolproof Method for Increasing Spa Sales in 7 Days or Less" and "The New Esthy Handbook: an Essential Guide for Novice or Nervous Estheticians". Connect with her at Linda@Moontideconsulting.com .
Linda Harding-Bond

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