Secrets Of Retention And Retail Of Treatment Professionals

Secrets of Retention and Retail for Treatment Professionals

Registration for this webinar has closed.  Below are the topics which were discussed.

Please check the Events and Learning Academy pages for our offered trainings.

Spa therapists are not always comfortable with recommending retail products.

This session will help service providers and their supervisors understand how to boost confidence and income with new strategies, skills and and tactics. Find out how effective home care recommendation, an approach that honors the guest experience, can actually improve guest satisfaction.

  • The Home Care Advisor
  • When treatment time is sales time: walking the fine line
  • The difference between professional products and mass marketed formulas
  • Understanding social styles, starting with your own
  • Mastering the meet and greet with new clients
  • Using the New Guest Profile
  • Surefire techniques for connecting with even difficult clients
  • Mastering the art of the client consultation
  • Finding out where it hurts: understanding your client’s deeper needs
  • Analysis and observation skills
  • Treatment “narration;” helping them understand the value of what you’re doing
  • Creating the desire to extend their benefits through home care and spa services
  • Finding out if it’s “okay” to recommend home care
  • Appropriate timing and opportunities for communication during different services
  • Why it’s hard to toot your own horn and what to do about it
  • Creating solutions for your client’s deeper needs
  • Setting priorities: understanding how much to recommend, and when
  • Integrating home care communication into a service
  • Optimizing your recommended program: the fastest and best way to achieve their goal
  • Extending the invitation: when, where and how
  • Visual presentation of home care: do’s and don’ts
  • Understanding and responding when clients don’t accept your invitation
  • Fun with Bumps
  • Do’s and don’ts of sampling
  • The crucial importance of record keeping
  • Follow up: when and how
  • How to grow the relationship with every visit

 

Live Education Spa Training

Clinical Oncology Esthetics Training

Registration has closed.  

Please check the Events and Learning Academy pages for our offered trainings.

Morag Currin of Health Challenged Esthetics literally wrote the textbook on Oncology Esthetics.

A true industry pioneer and visionary, Morag is returning to California with her three day program for estheticians. We’ve already hosted this once and I believe any serious esthetician or spa owner needs to experience this education–whether you choose to cater to cancer patients or not, you need to know how to safely treat them when they are in your spa. Even cancer survivors, post-treatment, have special needs and restrictions. Do you know what they are? I sure didn’t.

This program includes lecture, demonstration and hands-on practicum with cancer patients in the spa environment. You’ll also be educated by an outstanding oncology nurse, one of the highlights of the first seminar. Participants will leave with the ability to offer safe, beneficial treatments to clients with health-challenged skins, and with a thorough understanding of the issues facing clients undergoing cancer treatment, including side effects that impact skin and contraindications for treatment.

If you’re wondering how to expand your customer base, it’s time to look at marginalized groups who have a strong need for self care, as well as high levels of stress. These are customers you may have shied away from, for fear your treatments might not be beneficial. Customers who desperately want and need your treatments, but don’t know if they’ll be safe or effective, or if you’ll even understand their health issues.

These potential clients include cancer patients, as well as other people with health-challenged skin: organ transplant patients, people in recovery, and even people with severe sensitivities.

As the spa industry moves toward a more meaningful focus on wellness, we have a tremendous opportunity to reach out to groups we have previously ignored, out of fear or ignorance. I think the health challenged segment will offer our industry some of the most profound growth opportunities we’ve seen in years. But education is essential. This is your opportunity to be in on the ground floor of a new and exciting movement. Whether you practice in a clinical or spa environment, you’ll leave with an important new skill set that very few people in the industry possess.

 

The Transforming Power Of Hospitality In Business

Welcoming Your Guests

How to welcome your spa, salon and hotel guests so they are happy to revisit.

“Being Right is the Booby Prize”

That’s a direct quote from my friend Holly Stiel, who has been a guru in the world of hotel and spa concierges for years. Far from being just good advice for “hospitalitarians,” these are words to live by.

In Santa Barbara last Sunday night, I arrived at a restaurant. The host was all smiles until it was revealed that our party of six did not have a reservation. It was a cold, post-holiday evening but the little cafe on State Street was busy.

He explained with a weird, tense smile, that we would be fortunate indeed if there was a way to fit us in. Could he recommend another restaurant for us, I asked, not wanting to participate in the song-and-dance.

Turns out there was a way to get us in! A miracle.

So as he seated us, he made sure we knew how lucky we were. He told us exactly that, with the same taut smile.

This restaurant owner won the Booby Prize. By making sure we knew we were “wrong” (assuming there would be a table for us as walk-ins) he had hoped to school us (my restaurant is very popular, and you, Ms. would-be Guest, are being incredibly presumptuous sashaying in here with your party of six!) Instead, he lost my future business.

Being Right is something most of us aspire to and we pursue it, instinctively. His response is one of the most common hospitality “being rights” I see. Hosts and hostesses at restaurants do it all the time. But the gentleman could have acted more like an “agent” rather than a “gatekeeper.”  These are expressions coined by Danny Meyer, the great restauranteur, in his book Setting the Table, the Transforming Power of Hospitality in Business. (Yes, you’ve heard me recommend it before.)

What if he’d simply welcomed us with, “We’d love to get you in. Thank you for coming tonight. Give me a moment and I’ll see what I can do.”

I would have continued my twenty-year tradition of dining there.