The Right Questions
Effective customization begins with asking clients the right questions , whether on the phone at the time of booking , at check-in when they complete intake questionnaires , or in the treatment room . Laura Martinez ’ s team at the Four Seasons Hotel and Residences at Surf Club have found the following questions to be simple , but effective , ways to get the heart of why clients come to the spa — and , therefore , how you can tailor your treatments to give them that “ Wow ” experience every time : 1 . What is your goal for today ? 2 . How would you like to feel when you leave ? n
FEATURED SOURCES
KATJA GUIMARAES Co-Founder and Director TEREZA ZANCHI
CECILIA HERCIK Director of Spa and Wellness SEA ISLAND RESORT
LAURA MARTINEZ Director of Spa THE FOUR SEASONS AT THE SURF CLUB
TODD SHAW Chief Experience Officer FOUNTAIN LIFE
20 PULSE n NOVEMBER / DECEMBER 2021