FEB 2019

DAYSPA is the business resource for spa & wellness professionals! Each issue covers the latest in skin care, spa treatments, wellness services and management strategies.

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40 @dayspamagazine • Februar y 2019 "YOU WANT TO SUPER-SIZE THAT?" Let's face it: The word "upsell" doesn't necessarily have the best connotations. We've all experienced a salesperson pushing us to spend more than we intended or buy items we didn't need. Such negative experiences may cause spa pros to shy away from suggesting add-ons, fearing that it might turn clients off. But when done thoughtfully, upselling can deepen the customer experience, make guests feel closer to your spa and provide a healthy boost to your profi ts. "There's no need to feel awkward about upselling— we're here to help clients feel better and relax," says Teresa Solokow, regional director of operations for milk + honey spa in Austin, Texas. "Adjusting your perception of what an add-on is allows them to see the benefi t of it." Indeed, the milk + honey team refers to add-ons as "enhancements," since the ultimate goal is to make the service even better. But there's no denying the fi nancial boon to the spa—it pulls in an average of $4,000 a month from enhancements alone. How can you perfect the art of the upsell? Heed the following suggestions from spa pros in the know. IDENTIFY THE NEED One of the keys to a successful upsell is helping the client see its genuine benefi ts. That means making suggestions primarily based on what the individual actually needs, rather than on a product or service you're simply trying to push. To help inform what those needs might be, The Spa at the Four Seasons Resort The Biltmore in Santa Barbara, California, has © GETTY IMAGES The Art of the Upsell Add-ons are the perfect way to enhance a client's spa experience and your bottom line. by Barbara Diggs PROFIT CENTER

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