My definition of a
great facial is when
I fall asleep.
Once I make it past the
torture of the pore extractions,
I settle in to a peaceful,
meditative state. If I have to
ask if I was purring (because,
of course, I don’t snore), then it
was an exceptional experience.
I very rarely buy any products
after a facial. Why you may ask?
Is it because I am cheap?
Because I already have too many
products (ok, that may be true).
Because I don’t believe in the
esthetician?
Nope. It’s because I wasn’t
asked.
I realize there is a fine line between sales and a spa
experience, but if a service provider shies away from asking
me to make a purchase, the answer will always be no.
So, how do you encourage your service providers to sell
me a product? How do they find time between my snoring
(oops, purring) and my relaxation to ask me to make a
purchase?
Be AWARE of Me
A great therapist finds the mood of the client, knowing
whether he or she wants to talk, engage or simply experience
total silence. It’s called reading the room.
But if your employees value the
fiscal health of the spa as much
Do your
as they value giving me an
employees need
help with the art
amazing guest experience,
of the upsell?
then be assured they can
Click here to print a PDF
absolutely achieve both.
version of this article to
give to every one of your
The secret is in being fully
staff members.
aware of the client, looking
not for how they can sell a
product, but how they can match the
client with what he or she needs.
You are matching my needs with your solution.
“Michael, what kind of experience do you enjoy most
during your facial? Do you appreciate complete quiet
and peace, or would you like to know a bit about what I
am doing through the process?”
What if I was asked these questions while walking back to
the treatment room instead of how my day is going? My day
is going GREAT! I am at the spa!
Instead, these probing questions would both get my
attention and allow me to tell my therapist directly what it is
that I need. No mind reading necessary.
Based on my answer, the therapist also has two ways to
sell me product.
If I am someone who likes to chat (or simply can’t stay
quiet for an hour), I will make their job easy. With every
application, I can be sold to by simply describing the product
and how it will help me. Watch and listen for my reactions
and engage me with questions. “How does that feel as it
settles on your skin?”
We all know that an open-ended question is better than a
closed question (or one requiring only a yes or no answer),
but most of us don’t practice the best questions to ask.
A service provider can even insult (maybe critique is a
May 2018
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PULSE
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