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Mastering Complaint Resolution And Service Recovery

WEBINAR: Mastering Complaint Resolution and Service Recovery

Registration has closed.  Below are the topics which were discussed. 
This training is Part 4 of the Spa Concierge Finishing School
and can be accessed on our Learning Academy page.

Join us  for this 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

Please check the Events and Learning Academy pages for our offered trainings.
Spa Directors Management Intensive

Spa Director’s Management Intensive 2011

 

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

 

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?

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).

If you would like this course offered LIVE in your location, please reach out to us at seminars@wynnebusiness.com

to discuss or access our online Spa Directors Management Intensive here.

Seven Steps To Abundant Sales And Stellar Customer Service

Mastering Complaint Resolution and Service Recovery

 

  • 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.

Seven Steps To Abundant Sales And Stellar Customer Service

Spa Employees From Hell!

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 great clip to show at a spa staff meeting, and certain to get people talking.

When you’re ready for the horror to end, you’ll find each of these scenes, along with vignettes showing the proper way to “replay” each, available on DVD and mp4 format, titled Selvice: Seven Steps to Abundant Sales and Stellar Customer Service.

Please email us to receive a copy.

Thanks to BoomCycle Online Marketing for their stellar video editing on “Tales from the Spa.”

Mastering The Reservations Call

Front Desk Training: Mastering the Spa Reservations Call

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 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

 

spa client reception

Front Desk Training: Checkout that Maximizes Rescheduling & Retail

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

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

Read more

Spa Leadership Planning

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

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 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.
Questions?  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.
Live Spa Staff Training

How can I train my front desk team without any time and budget?

Virtually every spa has cut back on meetings and education during the downturn. There’s good news, though. Training your team is less expensive, and more convenient, than it’s ever been, thanks to–yes–the miracle of modern technology.

We’re talking about online training. These are almost-as-good-as-being-there presentations that will engage and inform you and your team.

We suspect, if you’re reading this blog, that you’d be willing to spend $15-$25 per person to get your front desk team world-class training in the following subjects:

  •  Mastering the Mindset of World Class Service
  •  Mastering the Reservations Call
  •  Checkout that Maximizes Revenue and Retention
  •  Mastering Complaint Resolution and Service Recovery

These are part of our Wynne Business Spa Concierge Finishing School and each includes a Powerpoint presentation and audio lecture, full of fresh, use-it-tomorrow content. They’re just $69 individually, and $234 for the complete set. Choose one segment for a specific need, or for even better results, spend an hour or two each week bringing your entire support team through the series. It will be especially impactful when they learn together, and you should see an immediate improvement in focus and results from this crucial group of staff, who are often overlooked when it comes to training, and yet are one of your strongest links to building a loyal repeat clientele.

To access these as well as others in our training library, click here.

 

The Front Desk Must Die

The Front Desk Must Die!

Spas are working harder than ever to be innovative in their designs, but there’s one convention that just won’t seem to die: the monolithic front desk. Once upon a time, we had big fat computer monitors and hulking CPUs to hide in those enormous desks. So why, in this age of flat screens and cloud computing, are we still confronted with these intimidating beasts when we enter a “state of the art” spa?

Front desks create a barrier between guest and client. In restauranteur Danny Meyer’s parlance, it’s hard to convince a guest you’re “on their side” when you literally are not. Check-in, a simple enough transaction, can be accomplished with about two keystrokes–and for that matter, on a handheld. Why use up valuable square footage that you could use for retail merchandising? Because architects and interior designers think we want these things.

Instead, guests could be welcomed by a friendly host who is visible from head to toe, whose full-frontal greeting will feel much more sincere. He or she checks guests in with his or her handheld, or at a simple podium. (Seeing staff engulfed by giant desks reminds me of those little old ladies you see piloting massive cars.) Perhaps we could even stop calling our spa concierges “front desk staff.” (It’s a bit like calling massage therapists “massage table staff,” isn’t it?)

In the new spas Wynne Business designs, we include a comfortable “checkout lounge” that encourages lingering, with tables where home care recommendations can be reviewed over a cup of tea and some conversation with a Home Care Advisor. This salesflow strategy separates the departing spa-mellowed guest from the frantic incoming one, who often induces the departing guest to unconsciously “giddyup.” Not good for retail or rescheduling. Even when there isn’t room for a checkout lounge, we include in the design a “checkout bar” with stools. “If you perch, you purchase,” we like to say.

The front desk is one part of the spa business that has never undergone a serious rethink, which is very strange. Yes, we store things in those massive desks, we conceal trash cans and we hide our Starbucks cups (heaven forbid.) But our front desks carry tremendous symbolism. They are the physical manifestation of the intimidation that so many guests still feel when they enter a spa. I have no idea why they are so often front and center, like some sort of altar. Talk about scary.

They also function as a sort of fort, from which your staff defends the spa from the clients. Visit a new spa and try to get a spa concierge out from behind their desk. It’s like prying off a barnacle. Behind a desk, it’s easy to look busy as long as you’re not leaning on it, chin in hands. Imagine what happens when there is no longer a desk to hide behind. Shelves get dusted, products are straightened, guests are interacted with, refreshments proffered, doors are opened.

So why not do away with them altogether? Handhelds make it possible for the “point of sale” to be anywhere the client is–another way to encourage more natural interaction with staff, better customer care, more spontaneity, and oh yes, larger purchases.

As we look for new ways to draw the ellusive Millenials into our spas, rethinking the front desk may be a very good place to start.