FRONT DESK TRAINING, 2/20: Mastering the Mindset of World Class Service

World class service is no accident. To achieve this elevated level of guest care, you must start by grounding team members in the unique “mindset” that inspires top service organizations. Especially during a recession, team members don’t always exhibit the right attitude, or may not seem to be inspired, about delivering superior customer service. Yet it’s more important than ever, especially because spa visits are less frequent. Your customer’s expectations are high, and employee spirits may be low. This webinar will help you jump start team morale.

This fast paced live session, led by Wynne Business President Peggy Wynne Borgman, will inform, engage and inspire all spa personnel, regardless of their role. Recommended as a “core course,” it’s the perfect prelude to our skills training programs, such as “Mastering the Reservations Call.”  It’s a great way to kick off a service improvement project, meeting, or coaching session.

  • What is “world class” service?
  • What do customers value most and why is it so hard for most spas to deliver this?
  • How staging experiences differs from delivering services or filling orders. Getting out of the “transaction” mindset.
  • Guest expectations of their spa experience: are you prepared to deliver?
  • The three key components of world class service: Values, Systems and Art
  • The core values of great service providers
  • Structure: the sacred geometry that holds your spa together
  • The Power of Consistency: how Systems drive world class service
  • Art: How World Class service providers create delight
  • Understanding social styles and how they affect our communication with others–coworkers and clients alike
  • Techniques for achieving rapport quickly
  • Moments of Truth in World Class Service: how to survive the test

At just $99, about the cost of one comped service, you can’t afford to miss this session. Train four employees at one computer and the per-employee training cost is just $25. Please make sure you are using a computer with speakers, and check your volume level before the session begins.

 

 

WEBINAR: “Mastering the Mindset of World Class Service”

World class service is no accident. The first step toward achieving this elevated level of guest care is to ground team members in the unique “mindset” that inspires top service organizations. Are you concerned that team members don’t always exhibit the right attitude, or don’t seem to be inspired, about delivering superior customer service? This webinar is a great way to kick off a service improvement project, meeting, or coaching session. This fast paced webinar, recorded live with Lisa Starr and Peggy Wynne Borgman, will inform, engage and inspire all spa personnel, regardless of their role. Recommended as a “core course,” it’s the perfect prelude to our skills training programs, such as “Mastering the Reservations Call.” Download for unlimited use within your business.

  • What is “world class” service?
  • What do customers value most and why is it so hard for most spas to deliver this?
  • How staging experiences differs from delivering services or filling orders. Getting out of the “transaction” mindset.
  • Guest expectations of their spa experience: are you prepared to deliver?
  • The three key components of world class service: Values, Systems and Art
  • The core values of great service providers
  • Structure: the sacred geometry that holds your spa together
  • The Power of Consistency: how Systems drive world class service
  • Art: How World Class service providers create delight
  • Understanding social styles and how they affect our communication with others–coworkers and clients alike
  • Techniques for achieving rapport quickly
  • Moments of Truth in World Class Service: how to survive the test

NEXT LIVE WEBINAR: Mastering Complaint Resolution and Service Recovery

Join us  for this live employee training session, co-presented by Lisa Starr and Peggy Wynne Borgman. We include time for your questions at the end of the presentation.

  • Are you confident in your employees’ ability to resolve guest complaints?
  • Do they know how to handle the inevitable issues that arise in a busy spa operation?
  • Are you certain that guests leave your spa satisfied?
  • When was the last time they received training in complaint resolution?

A great reputation has always been the best way to market a spa. But the internet has made superior customer service a crucial survival skill.

Web search is one of your top marketing modalities, and negative reviews can cost you thousands of dollars in lost revenue.

Our employee training webinar, “Moments of Truth: Mastering Complaint Resolution and Service Recovery” can give you a chance to economically and quickly get your team up to speed.

Don’t let another month pass without inoculating your front line team against mediocre customer service, and common errors.

“The road to success is paved with mistakes well handled,” said the founder of Neiman Marcus. This webinar is designed to enable your front desk team to manage the inevitable mistakes and mishaps of a busy spa operation, while strengthening customer relationships and improving customer service. The adrenaline-charged moment when an upset customer complains is a make-or-break event for your business. Make sure your team doesn’t hide their heads in the sand–ensure that they will ride to the rescue of your reputation!
Dowload for unlimited use within your business.

Agenda:
• Why your team must treat complaints as an opportunity
• 96% of your guests won’t complain; how to treat the 4% who do
• Using complaint resolution to improve relationships
• How online review sites have magnified the power of unhappy guests, and what to do about it
• Managing the “fight or flight” response when confronted by an upset customer
• The five steps to masterful complaint resolution
• Cultivating awareness: the ounce of preventation
• How to ask questions that get real answers from your guests
• Making it easy to complain
• How and when to apologize
• Helping the guest realize you’re “on their side”
• Avoiding the common mistakes of complaint resolution, including explaining, blame and scapegoating
• How to effectively manage a “venting” guest
• Techniques to improve your listening skills
• How to tell the difference between an upset and an abusive customer–and what to do about it
• Restoring a guest’s faith
• Making amends without giving away the store
• What most clients really want from “amends”
• The hidden danger in giving refunds too quickly
• What to do when your offer of amends is rejected by an upset guest
• How to prevent problems from recurring

To register, simply visit our Webex Training Center and click on the “upcoming” tab.

Note: You can use any computer with internet access to attend, but make sure the computer you select has speakers for our audio portion.

Can’t attend the live sesion? We have an on-demand version of this webinar. Visit the link above, and click on “Recorded Sessions” in the menu on the left side of the page. Follow the instructions to purchase the webinar download.

Our first Spa Director’s Management Intensive of 2011, in the San Francisco Bay Area

January 30-February 2

If you own, manage, or plan to open or acquire a spa, this program is a must!

Presented by Lisa M. Starr and Peggy Wynne Borgman of Wynne Business Spa Consulting

Go to registration site

If you’re already involved in spa operations, you’ll find solutions for your toughest management challenges. If you’re planning a facility, you’ll leave this program with a clear-cut strategy 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. This fast-paced, information-packed program is full of original, innovative but practical concepts that are actually at work in top spas. We work hard to make sure the days you spend with us are extremely rewarding. You’ll also take home our exclusive text, an incredible reference you’ll use again and again. This includes tools you’ll be able to put to use the day you return to work. You’ll have a chance to meet other spa industry professionals, a diverse group of people, from all over the world. 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.

Financial Management

  • Managing by the numbers: understanding financial statements
  • How productive is your spa? An accurate way to measure
  • Compensation Design: the key to profitability
  • Owner compensation: what’s fair?
  • Plugging the profit “leaks” in your spa operation
  • Discounting: is it right for your facility?
  • Staying out of trouble: proper accounting practices for spas
  • The raging gift market: taming the tiger

Marketing Mastery

  • “One-to-one” marketing: cheaper, better, faster
  • Customer retention: your best marketing tool
  • Calculating your actual cost of customer acquisition
  • A formula to instantly boost your sales by 33%
  • The power of PR: developing your media kit
  • Positioning your spa to survive intense competition
  • Essential components of great spa brochures

Successful Programs

  • Developing a compelling service program
  • Long-term programs: the new spa package
  • Programming for profit: which services to emphasize
  • Two key trends that must guide your program design
  • Staging spa experiences: the perils of packages
  • Workflow: managing its impact on quality and morale
  • Scheduling for maximum productivity.and quality

Leadership

  • Recruitment: effective strategies for hiring the best employees
  • Why the customer comes “second” in a successful spa
  • Why you’re doing everything yourself.and how to stop it!
  • Managing communications issues in your spa team
  • Why you can’t motivate your staff and what to do about it.
  • How to produce great staff meetings
  • Managing conflict between technical and support teams
  • Getting your support team to “think on their feet”

Quality Management

  • What customers value most: it may surprise you
  • How to manage quality in the “closed door” spa environment
  • The three essential ingredients of world class service
  • Training = quality: building your in-house program
  • How to instill a “quality” mindset in your entire team
  • Customer relations: resolving complaints
  • Comps, refunds and redo’s: how to use them wisely

Retail Success

  • Harnessing the awesome power of retail sales
  • Teaching spa therapists to sell
  • Tools and Techniques that support retail sales
  • Do you need a Home Care Consultant?
  • Creating a profitable retail mix
  • Retail Trends
  • The Spa Store: Visual Merchandising and Display
  • Mail order and online stores: Are you ready?

Tuition: $1995 per person.

10% discount for two or more registrants from the same company

10% discount for early bird registration (by January 7)

Multiple registrant earlybirds from the same company receive 20% off registration (by January 7)

Seminar venue: The charming Inn at Saratoga, along the banks of Saratoga Creek in the historic village of Saratoga. Nestled in the foothills of the Santa Cruz mountains, the Inn at Saratoga is a peaceful Silicon Valley hideaway. Just 20 minutes from San Jose International Airport (SJC) and 50 minutes from San Francisco International Airport (SFO).

Online ticketing for this seminar is powered by EventBrite

Moments of Truth: Mastering Complaint Resolution and Service Recovery

ON-DEMAND WEBINAR
About 60 minutes
$99 (unlimited use)

  • Are you confident in your employees’ ability to resolve guest complaints?
  • Do they know how to handle the inevitable issues that arise in a busy spa operation?
  • Are you certain that guests leave your spa satisfied?
  • When was the last time they received training in complaint resolution?

A great reputation has always been the best way to market a spa. But the internet has made superior customer service a crucial survival skill.

Web search is one of your top marketing modalities, and negative reviews can cost you thousands of dollars in lost revenue.

Our employee training webinar, “Moments of Truth: Mastering Complaint Resolution and Service Recovery” can give you a chance to economically and quickly get your team up to speed.

Don’t let another month pass without inoculating your front line team against mediocre customer service, and common errors.

“The road to success is paved with mistakes well handled,” said the founder of Neiman Marcus. This webinar is designed to enable your front desk team to manage the inevitable mistakes and mishaps of a busy spa operation, while strengthening customer relationships and improving customer service. The adrenaline-charged moment when an upset customer complains is a make-or-break event for your business. Make sure your team doesn’t hide their heads in the sand–ensure that they will ride to the rescue of your reputation!
Dowload for unlimited use within your business.

Agenda:
• Why your team must treat complaints as an opportunity
• 96% of your guests won’t complain; how to treat the 4% who do
• Using complaint resolution to improve relationships
• How online review sites have magnified the power of unhappy guests, and what to do about it
• Managing the “fight or flight” response when confronted by an upset customer
• The five steps to masterful complaint resolution
• Cultivating awareness: the ounce of preventation
• How to ask questions that get real answers from your guests
• Making it easy to complain
• How and when to apologize
• Helping the guest realize you’re “on their side”
• Avoiding the common mistakes of complaint resolution, including explaining, blame and scapegoating
• How to effectively manage a “venting” guest
• Techniques to improve your listening skills
• How to tell the difference between an upset and an abusive customer–and what to do about it
• Restoring a guest’s faith
• Making amends without giving away the store
• What most clients really want from “amends”
• The hidden danger in giving refunds too quickly
• What to do when your offer of amends is rejected by an upset guest
• How to prevent problems from recurring

Visit our Webex Training Center and click on “Recorded Sessions” in the menu on the left side of the page. Follow the instructions to purchase the webinar download.

Front Desk Training Webinar: Mastering the Spa Reservations Call

Monday, July 19

A live encore presentation with Lisa M. Starr and Peggy Wynne Borgman

9 a.m. Pacific/Noon Eastern

About one hour

The first in our “Moments of Truth” series for your front desk team, this one hour session is perfect for honing skills, building sales awareness and enhancing the service mindset.

Guests who are calling you for reservations are not just looking for appointments, they’re seeking a “preview of coming attractions.” Does your team handle your reservations calls like ho-hum, routine transactions, or do they strive to create a positive and memorable experience for every guest? This training session for front desk and reservations employees and their supervisors is an eye-opening journey into what it takes to provide five star reservations service while growing sales.

Agenda:
• Are you “filling an order” or “creating an experience” for your guests?
• Moments of Truth and why they’re so important to guest satisfaction
• The Three Elements of every great service experience
• Getting the Greeting right
• Finding your voice: what your guest wants to hear
• Creating rapport with callers who have different “social styles”
• Making the best possible first impression
• Essentials of telephone etiquette
• The do’s and don’ts of the “hold”
• Using the guest’s name effectively
• How to answer those tough or tricky questions (like “who’s your best massage therapist?”)
• Shortcuts for creating rapport quickly
• Active listening techniques
• What your returning guests need from the reservations call
• What they’re really saying when they ask, “How much are your facials?”
• Spreading the love around: how to make sure all your guests get great care
• Offering alternatives when their selection isn’t available
• Upgrading gracefully
• The best way to discuss “gender preference” for massage appointments
• How to communicate your cancellation policy without ruining the mood
• Helping ensure a smooth first visit: pre-arrival orientation
• The Fond Farewell

Tuition is just $99 per registered computer. Train multiple employees at each computer work station, reducing your cost per-employee to as little as $25.

Visit our Webex Training Center and click on the “upcoming” tab to register for the live program, which includes live participant Q & A.

Can’t make that date? Download the archived progam by clicking the “Recorded Sessions” link in the menu on the left side. Follow the instructions to purchase and download.

Front Desk Training Webinar: Checkout that Maximizes Rescheduling and Retail

Monday, August 9

9 a.m. Pacific/Noon Eastern

About 70 minutes; a live encore presentation

$99

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 moment you must ascertain whether a guest is satisfied, when your guest is invited to reschedule, and when they are invited to make home care purchases. Your challenge? To do all this while checking out guests as quickly and as accurately as possible.

Because your reschedule/retention rate is the most critical metric in business success, this “moment” must consistently ensure the best possible outcome. Being friendly and efficient is important, but it’s only the beginning.

Join us for this webinar, the third in our series for front desk employees and their managers. Presenters Lisa M. Starr and Peggy Wynne Borgman of Wynne business, veteran spa consultants and educators, pack the hour of instruction full of use-it-tomorrow, down to earth content. Jessica Zike of Coyle Hospitality Group, the premier mystery shopping company for the hospitality industry, will kick off the session by providing eye opening real-world performance data from their Mystery Shoppers, as well as anecdotes about front-desk experiences that missed the mark.

Participants will learn:

– The importance of the front desk team in building the business
– The hidden opportunities of checkout
– Who is supposed to do what? Understanding roles and responsibilities in this transitional zone
– Recognizing the guest at checkout; what to do when you don’t know their name
– Creating a smooth “handoff” from a service provider to the front desk
– Creating a smooth transition from the locker room to the front desk
– How to effectively gauge guest satisfaction at checkout
– The most inspiring home care recommendation strategies
– What to do when you’re asked a question you can’t answer!
– How to respond to “objections” such as “I already have something like this at home”
– Building the sale with “bumps”
– The recipe for persuasive invitations to return
– What to say when the guest says, “I need to check my calendar”
– The most neglected step in the checkout process

The webinar includes an hour long presentation and concludes with a Q & A session.

$99

Visit our Webex site to register and click on the “upcoming” tab.

Can’t make it live? Download an archived version of this webinar. On our Webex Training Center, click “Recorded Sessions” in the menu on the left of the screen. You’ll be prompted with instructions for purchasing the webinar. Once downloaded, you can use your webinar perpetually.

The Spa Director’s Management Intensive: summer session August 22-25, 2010

August 22-25, 2010, San Francisco Bay Area

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

Co-taught by Peggy Wynne Borgman and Lisa M. Starr of Wynne Business Spa Consulting

Read more

Free webinar, July 28th: Productivity Secrets of Busy Spa Directors

 

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 your “to do” list while not losing sight of the bigger strategic picture, and ensuring that your team gets the “care and feeding” they need? In this era of downsizing, with many spa directors spending more time on the operations floor, can you really increase your effectiveness?
 

 

This fast, free webinar will help you get much more out of your next day at the spa, and every day to come. The session is just 35 minutes, with a 10 minute live Q & A.

Joining me will be guest panelist Tatia Davenport of DeluxeSalonSupply.com. Tatia is an amazing businesswoman who operates two successful California spas, is Business Development Executive for DeluxeSalonSupply.com, and a former executive at e*trade.Her insights into productivity, gleaned from real-world experience operating spas and from corporate America, will help you take control of your time. This is a great webinar to share with your supervisors, too.
Date: July 28th
Time: 9 a.m. Pacific/12 p.m. Eastern
To register, visit the Wynne Business Webex Training Center and click on the “upcoming” tab
AGENDA
  • How your “to-do” list is sabotaging you–and what to do about it
  • The common task that starts most people’s work day–and why it should never start yours
  • The biggest source of “rework” and how to improve it
  • Process improvement made simple
  • Are you constantly interrupted, or constantly interruptable? Managing communication with others to protect productive time
  • Avoiding phone tag/e mail tag with a few simple techniques
  • “They can’t do anything without me!” Avoiding the trap of being the Answer (wo)Man
  • Delegation: the three-step process you must use so that items you delegate don’t end up back in your lap
  • “Inspect what you expect”
  • Block and Tackle: “batching” tasks
  • Good e mail “hygiene”
  • Simplify the Buy: why the way you source may be all wrong
  • The magic of Five Minute Meetings
  • Time-saving (and easy to master) technology tools
  • Understanding the “highest and best use” of your time and energy

First time in China: Advanced Spa Management Techniques with Lisa Starr


A one day class with Lisa M. Starr of Wynne Business Spa Consulting
Sunday, September 5, 2010
Sponsored in part by


The Banyan Tree, Hainan

Competition is increasing! Are you ready?

The rapid growth of the spa industry in China requires managers to be at the top of their game. Attention to detail in every aspect of the spa operation is essential to its success. A beautifully designed spa is just the beginning. Making sure that your spa can attract customers, make a profit, and operate smoothly is the truly challenging part.
If you are a spa director, manager or owner, you can’t afford to miss this outstanding program, which emphasizes practical and proven methods for improving spa performance. International spa consultant Lisa Starr, a former GM of a group of spas herself, will share advanced techniques for mastering the four pillars of spa growth and success:
  • Advanced financial management skills
  • Spa Marketing Strategies and Tactics
  • Selecting, training and retaining the top employees
  • Building an efficient operating infrastructure
This outstanding professional education will be presented at the luxurious Banyan Tree Resort. Admission includes lunch and tea breaks as well as your course text. Attendees will also receive a certificate of completion. Registration begins at 9 a.m. and the class begins at 9:30 a.m., ending at 5 p.m.
Tuition discounts are available for attendees of the SpaChina Summit, and members of the China Spa Association.
Register now with credit card or PayPal.
Questions? Prefer bank transfer payment? Contact us at seminars@wynnebusiness.com
ABOUT THE INSTRUCTOR
Wynne Business Senior Consultant Lisa M. Starr has almost 30 years of experience in the spa industry. An accomplished instructor, Lisa leads Wynne Business educational seminars for spa owners and managers. Her consulting clients throughout the U.S. and in Asia include day spa start-ups and turnarounds, medi-spas and hotel spas, hospitals, fitness clubs, and salons offering spa services. She is a popular speaker at industry events, including IECSC, ISPA, Spa & Resort Expo, and the Spa Asia Wellness Summit. Lisa is a regular columnist at American Spa Magazine and is Director of Community for SpaTrade.com, a top spa business portal.