Do you believe that every customer deserves a great experience? Your quiet, somewhat shy therapists are well skilled in treatments. They can perform a perfect massage or facial. They diligently attend product training and know the ingredients contained in your retail offerings. Read More
Despite the proliferation of introverts in the industry, old school methods of training are still being used in spas around the globe! This may be due in part because hospitality companies don’t often conduct personality assessments for their employees.
However, those of us who work in spas know that the serene atmosphere and mellow vibe tends to attract a more laid back soft spoken kind of person.
In the case of sales training, 99% of programs are designed for extroverts. Read More
As consumers become more knowledgeable about what other consumers are experiencing, the demands for excellent customer service increase. The vast majority of consumers say they will walk out of a store if they receive inadequate assistance from employees. Nowhere is this more impactful than in the luxury market.
Despite the importance of individual attention at luxury retailer stores, many consumers think today’s brands aren’t delivering. Only 38% of consumers said they receive better customer service in luxury retail than in non-luxury retail.
Want to read more of my article? It’s on Huffington Post-Click Here
Here are five important facts about customers that all spa managers should be aware of. This will help to explain why it’s important to provide a great customer experience and avoid the bad.
As we come into the holiday season most spas will begin to experience an upturn in their customer bookings and overall sales. But is your staff delivering the kind of positive experience that will have your new customers craving more? Read More
When I first met Khun Kate we hit it off right away. She had just opened her anti-aging clinic in Bangkok around the same time that I’d launched my online retail training class. We spent two hours bonding over the topics of favorite vacations spots, anti-aging treatments and perfect customer service. Read More
Tony is a veteran stylist who works in Philadelphia. He’s been in the beauty industry for over 20 years and consistently has the top retail sales in his salon. He’s tried to retire several times but his clients won’t let him. His client base, amazingly, ranges in age from 19-82! Read More
People are hungry for love, affection and attention. Any good spa manager and therapist knows this. As a therapist, I would measure my effectiveness, not by tips but by the amount of daily hugs I received from my clients. If none were forthcoming it worried me; what could I have done better?
I think that going to a spa should be like a visit to your grandparent’s home. Here are five things that my Grandmom did which made me feel special. Apply them with your own clients and watch your wait list grow. Read More
Almost half of spa owners see no increase in their sales in the foreseeable future. Yes, according to the Professional Beauty Association (PBA) “60 percent of spa and salon owners are positive on growth, expecting to have higher retail sales in the next six months.” As for the other 40 percent — flat to declining.
What’s shocking to me is that 0.5% growth is now being called success. “Overall indicators and feedback from beauty professionals across the country continue to be positive and we remain optimistic that the beauty industry will continue this growth into 2015” says Steve Sleeper, Executive Director of the PBA.
Is retail sales a force of nature that can’t be controlled by man (or woman)?
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Living in Bangkok, there are no lack of places to get body treatments. After several late night writing marathons which resulted in hunched painful neck and shoulders, I finally decided to get a massage.
I opted on a spa located in a Five-Star hotel. As part of an international luxury brand, it has a reputation for excellence so I felt safe with my choice. Read More