Secrets Of Retention And Retail Of Treatment Professionals

Secrets of Retention and Retail for Treatment Professionals

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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

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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.

 

Strategic Vision Sessions Planning

Spa Business Planning Made Easy

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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.

“A vision without a plan is a hallucination.”

Join us on Tuesday, January 18, for our first management webinar of the New Year, Spa Business Planning Made Easy. 

Planning is one of the most misunderstood business processes, and one of the most essential. Yet most plans don’t survive more than a few months.

If your spa doesn’t yet have a 2011 Strategic Plan in place, you’re not alone, and it’s not too late to create one. This session will give you a fresh understanding of the planning process, and the tools to build a simple and resilient strategic plan than can be continuously renewed, even when conditions change.

Would you like to tackle the New Year with a simple, executable Strategic Plan? Would you like to have a way to move from 30,000 feet vision to tactical, practical “sea level” and back again with ease?

This webinar will share with you the secrets of:

• Identifying your most important priorities

• Understanding what planning can (and cannot!) do

• Setting actionable goals

• Setting the optimum planning “time horizon” (it will surprise you)

• Getting your team to buy into your plan

• Techniques to ensure that you stay on plan, every day
• Ensuring that your Strategic Plan translates into your company’s Daily Plan
• Not getting sidetracked by the “tyranny of the immediate,” the daily crises that erupt in every company
Online Spa Management Training

Live Spa Director’s Management Intensive Training

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If you own, manage, or plan to invest in a spa, this program is a must.

If you’re already involved in spa operations, this seminar will help you tackle your toughest management challenges. If you’re planning to open or acquire a spa, you’ll leave this program with a clear understanding of the requirements for business success. If you’re considering a career change or advancement into spa management, the Spa Director’s Management Program will put you miles ahead of the competition.

You’ll have a chance to meet other spa industry professionals, a diverse group of people, and often an international one. Participants typically represent a variety of industries and greatly enrich the program with their input. You’ll create a support network that will prove invaluable as your business or career grows. The small size of the class ensures individual attention and maximum interaction.

Attendees return to the workplace with new tactics and new understanding the fundamentals that underly spa success. Our enormous take-home course text becomes an invaluable everyday reference for busy directors who need ideas and help fast. (How do we know? Whenever we visit our graduates at their spas, we see the textbook open on their desktop!) Attendees enjoy an Industry Discount at adjacent Preston Wynne Spa during their stay.

Unlike most management training courses, the Spa Director’s Management Intensive is rigorously updated and relevant to the current business climate. Hot button-topics like yield management and mid-recession employee morale issue are part of the curriculum. Unlike most other consulting/education firms, we actually own and operate a successful 27 year old day spa with fifty employees. We’re in the trenches with you in this difficult business climate–we have to walk our talk. We share what’s working now.

THE AGENDA

Financial management skills for directors and managers

• Overcoming your “fear of financials: financial literacy made easy

• Managing by the numbers: how to really use the information you get from your financial statements

• Budgeting basics: how to set financial goals that make sense

• Positive cash flow vs. profit: the critical difference

• Capture rate and its impact on the stay spa financial plan

• How to evaluate the effectiveness of your employee compensation plan

• Best practices in compensation design

• Performance incentives to motivate your team when you can’t give raises

• Plugging the profit “leaks” in your operation

• Understanding the impact of discounts and promotions

• Understanding the legal and accounting issues of gift card sales

Sales and Marketing

• The only three ways you can grow your sales

• Marketing modalities for spas: what works, what doesn’t

• Event marketing essentials

• Marketing trends: the good, the bad, the ugly

• Millenials vs. Boomers: understanding the next generation of spa goer

• Best practices in spa web presence

• Getting the most out of your printed marketing collateral

• The why and how of spa packages

• Social media: roles, responsibilities and ROI

• Advertising: where to spend your budget now

• Understanding yield management

• Crafting more compelling and less expensive marketing offers

• Understanding your real cost of customer acquisition

• What “retention” means in your spa (it’s different for day, stay and med spas)

• The role of the local market in hotel spas’ success

• Introduction to Selvice: seven steps to better customer service and higher sales

Successful Spa Programs

• Establishing your Therapeutic Vision

• Why the spa menu drives vendor selection–not the other way around

• The pros and cons of “branded” treatments

• Innovation vs. profit: keeping it simple

• Trends in menu and program design

• Modular menu design

• Customization vs. chaos: how to offer one without getting the other

• Understanding the real cost/benefit of a new service

• Optimizing workflow while ensuring safety and customer satisfaction

• Best practices for managing back bar costs

Retail Management

• Ending the disconnect: making retail happen in a spa

• How to use a Home Care Consultant

• Creating a more profitable retail mix

• Best practices for optimizing your inventory turns

• Ending the sales leaks in your store

• Salesflow: redesigning internal processes to support sales success

• Effective recommendation tools that spa employees love to use

• Scripting that sells

• Best practices for partnering with vendors

• Basics of visual merchandising and display

Leadership

• Understanding social styles and their impact on interpersonal communication

• What your team needs from you and how to give it to them

• Recruitment: how to hire the best employees

• Why the customer actually comes “second” in a great spa

• Why you’re doing everything yourself and how to stop it

• Why you can’t motivate your staff and what to do about it

• How to produce great staff meetings

• Best practices in employee discipline

• Performance appraisals that improve performance

Quality Management

 

• Moments of Truth: why little things are a big deal to your guest

• The Experiential vs. Transactional spa

• How to manage quality in the “closed door” spa environment

• “We don’t need another hero”: how consistency creates great service

• The three essential ingredients of world class service

• How to instill a “quality” mindset in your entire team

• Spa Speak 101: helping your team communicate with quality

• Process improvement 101: how to make things better, faster

• Teaching your team to effectively resolve complaints and perform service recovery

• Comps, refunds and redos: how to use them wisely

• Inspection: the key to success

Taught by Lisa M. Starr of Wynne Business Spa Consulting and Education.

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