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Seven Steps To Abundant Sales And Stellar Customer Service

Mastering Complaint Resolution and Service Recovery

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  • 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, “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 training 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!

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 prevention
• 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 Learning Academy and click on “Spa Concierge Finishing School“. The 4th unit in this online class will help you tackle these challenges.

spa client reception

Front Desk Training: Checkout that Maximizes Rescheduling & Retail

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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.

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

 

Online Spa Management Training

The Spa Director’s Management Intensive: August 22-25

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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 and Lisa M. Starr of Wynne Business Spa Consulting

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Spa Management Consulting

Moments of Truth: Guest Checkout that Maximizes Retail and Retention

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Registration for this webinar has closed and below are the topics which were discussed. This training is available online as Part 3 of The Spa Concierge Finishing School. Please check the Events and Learning Academy pages for this and other 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 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