What is your business selling?
If you've read any of my posts on www.dermascope.com or www.prestonspaforum.net you may have already seen this. But I think it is a topic that is worth repeating and writing in multiple places.
Recently I called a client's business to schedule a massage. Interestingly, I was asked no questions about my issues, problems or needs for the session nor was I told about the various types of massage available. I was told what time was available (which I took) and then told to arrive a few minutes early since I was a new client. Not only did I have no idea what type of massage I would be getting, but I didn't even know the therapist's name. Lucky for me I got a great therapist when I showed up for my session.
The point of sharing this story is to open your eyes to lost opportunities. As a client, I was totally receptive to any suggestions the receptionist might have made during our conversation as far as specials, new techniques and the like. My appointment (which turned out to be an hour-long deep tissue massage) could have easliy been upgraded to a 90 minute session or maybe even a hot stone massage if I've been given the choice.
The lack of suggestive selling translated into a loss of revenue for both the therapist and the spa. How many opportunities at increased sales and upgraded services are lost in your spa? My suggestion is to call your business or make time to observe your front desk and find out. If you encounter the same issues I did, take steps to improve your front desk sales and phone training ASAP. And let me know if I can be of help
Recently I called a client's business to schedule a massage. Interestingly, I was asked no questions about my issues, problems or needs for the session nor was I told about the various types of massage available. I was told what time was available (which I took) and then told to arrive a few minutes early since I was a new client. Not only did I have no idea what type of massage I would be getting, but I didn't even know the therapist's name. Lucky for me I got a great therapist when I showed up for my session.
The point of sharing this story is to open your eyes to lost opportunities. As a client, I was totally receptive to any suggestions the receptionist might have made during our conversation as far as specials, new techniques and the like. My appointment (which turned out to be an hour-long deep tissue massage) could have easliy been upgraded to a 90 minute session or maybe even a hot stone massage if I've been given the choice.
The lack of suggestive selling translated into a loss of revenue for both the therapist and the spa. How many opportunities at increased sales and upgraded services are lost in your spa? My suggestion is to call your business or make time to observe your front desk and find out. If you encounter the same issues I did, take steps to improve your front desk sales and phone training ASAP. And let me know if I can be of help
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