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Three Most Important Answers Spa Guests Want to Know

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What I observed pre-pandemic and even now with online coaching is that therapists are still uncertain of their power and the expertise that they bring to the table.

It’s so important for them to realize that spa treatments were missed.  No amount of online purchases can replace the ambience of walking into a spa and one on one experience that knowledgeable touch and personalized care provides.   

Retail should no longer be scary but unfortunately it still is for many. Fact is, by the end of treatment, clients will know by how they look or feel that the product(s) work. What they need is reassurance and clarification. These are the most commonly asked questions and the real meaning behind them. The key is to answer with focus on the clients not the product.

  1. Will this work for me? translation-

I’m not a professional and feel unsure of what I’m doing.

2. How does it work for me? translation-

Tell me the amounts to apply and frequency of use.

  1. Will I be able to achieve the same results at home? translation –

If I buy this, will I look or feel as good everyday as I do now?

That’s it! Provide detailed answered that leave no room for misunderstanding. Offer to write instructions down. If your guest is new and this is a first time purchase, it’s never a bad idea to follow up with a brief e-mail to ensure that everything is ok.

Following a simple process that begins from consultation will help you uncover their pain points along the way and flatten their decision curve. By the end of treatment, your guest should easily realize that your solution is the answer to their needs.

If your process isn’t conducive to home care sales, you probably need to rethink your operation.

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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