We posted this short, funny, customer service video on YouTube, showing common sales and service “horrors” that happen in spas and salons everywhere, ruining chances of retaining guests, rescheduling, and retailing. Each vignette illustrates a fatal flaw–some obvious, some more subtle–and all of them re-enactments of real spa employee behavior I’ve personally experienced. It’s a […]
Registration for this webinar has closed and below are the topics which were discussed. This training is available online as Part 2 of The Spa Concierge Finishing School. Please check the Events and Learning Academy pages for this and other trainings. The first in our “Moments of Truth” series for your front desk team, this one-hour […]
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. Your biggest moment of truth in a spa or salon takes place, not in a treatment room or at an employee’s station, but when a client is checking out. This is the […]
Registration for this training has closed and below are the topics which were discussed. Please check the Events and Learning Academy pages for our offered trainings. Interested in trainings in your area? Please email us. If you own, manage, or plan to invest in a spa, this program is a must! Co-taught by Peggy Wynne Borgman […]
Registration for this webinar has closed and below are the topics which were discussed. Please check the Events and Learning Academy pages for our offered trainings. You only have so many hours in a day. And in a busy spa operation, you lose lots of those to crisis management. How can you cross more items off […]
Registration has closed and below are the topics which were discussed. Please check the Events and Learning Academy pages for our offered trainings. A one day class with Lisa M. Starr of Wynne Business Spa Consulting Sponsored in part by The Banyan Tree, Hainan Competition is increasing! Are you ready? The rapid growth of the […]
You can’t win an argument with a customer. Holly Stiel, the great hospitality customer service guru, says it perfectly: “Being Right is the booby prize.” Last week, an article in the Wall Street Journal described Proctor & Gamble’s burgeoning PR disaster involving a new disposable diaper that may be causing rashes. They’re printing the liquid-absorbing […]
Registration for this webinar has closed and below are the topics which were discussed. Please check the Events and Learning Academy pages for our offered trainings. A great public relations program is more important than ever, and there are more outlets for public relations than ever before–including online review sites, Facebook and Twitter! But which modalities […]
In an increasingly virtual world, the “high touch” spas are one place consumers go for good old fashioned, live, hands on (literally) customer care. When our clients finally tear themselves away from their keyboards, PDAs and iPads, they’re ready to have their socks knocked off–by your employees. Are they up to the challenge? As we […]
Is social media now just about bargain-hunting–sharing discounts, steals and deals with your friends? We know from past studies that discounts do not lead to loyalty. They lead to the expectation of more discounts. Which means, that shiny new customer will linger only if you can undersell your competition. Where’s the so-called wisdom of crowds? […]