JUN 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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Page 57 of 96

June 2019 • 55 Set goals together. Beyond the short-term reason for each guest's fi rst visit, fi nd out what they're hoping to accomplish down the road. "Delve deep enough to understand their primary goals, such as reducing crow's feet, as well as their underlying goals, like living a healthier life," recommends Brown. "Each service provider should be able to create some kind of treatment plan that matches what each guest seeks." Once you've come up with a list of goals, propose a multi-step strategy and invite them to return so they can start hitting each objective. Follow up. Haven't heard from a client in a while? Reel them back in with a call, handwritten note or personal text. "Let them know you're thinking of them and would love to see them again," suggests Collier, adding that these follow-ups can be a good time to highlight a new offering. That said, she also recommends checking in with guests a day or two after their service to confi rm that they were happy with their spa experience and got what they wanted from the visit. This isn't the time to sell them anything, but simply to let them know you care. Such authentic communication, says Collier, helps build trust and an enduring connection— and, again, it's those meaningful relationships that tend to equal the ultimate in client retention. u 5 6

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