The Zen of Spa Retail Training
The first time that I had to give a public speech I began to cry hysterically. I also wet my pants.
I was four years old and in kindergarten.
Since that time I’ve had many jobs where public speaking came with the territory. It’s never been fun but I’ve gotten considerably better at it. When I worked for Verizon as a training manager, I attended a two day workshop on public speaking. I had an instructor who was able to create a safe emotional space for the attendees. He built such an atmosphere of support that it was almost painless to stand in front of the other 11 trainees and give a five minute presentation. People performed brilliantly during those two days. I wish I could remember his name, he was wonderful.
I knew when I began working as a training consultant in the spa industry that most therapists were introverts like me. I’d been a therapist for 15 years so I was keenly aware that generally they didn’t like speaking in public. I know that they prefer to remain undisturbed in a darkened room with their client. In that setting, administering the treatment, they could be quite brilliant. Many of them still felt awkward conversing and selling. It equated to making a speech in public.
When I designed my retail training workshop, it was specifically for introverts. I kept two memories at the top of my mind; that 4 year old child who’d wet her pants and the kind instructor who’d created the safe space. I think that most of us can relate. Don’t we often spend a few extra moments in the loo before having to make a public speech? And don’t we always seek out a friendly face, a “safe space” in our audience?
This holds doubly true for therapists who live inside of their own heads.
In training that’s created just for them, the therapists excel because they receive triple reinforcement. A safe space, positive outcome and unlimited encouragement. By the time the emotional training wheels are removed they are selling their butts off and having fun in the process. They’re among their peers who understand them. It’s a good time for all resulting in higher retail sales, a better customer experience and increased confidence.
It’s a win-win proposition. How cool is that?
Linda Harding-Bond
