This past Sunday, I arrived for my bi-monthly massage at the spa. Since I was a few minutes early, and after changing into my robe, I went to the lobby to look at some of the retail skin care products and makeup. I observed two women in their mid fifties trying to decide what products to purchase. There were two well known spa brands and they were trying to figure out the best “wrinkle-fighter”. The receptionist behind the counter, a young attractive twenty-something simply ignored them, spending her time on the phone confirming the appointments for the next day. You get the picture, and I am sure you have observed this common occurrence if you are a regular spa goer.
I could not help but put my esthetician cap on and try to help these ladies since no one else was. They were trying very hard to figure our which would be best and not only didn’t know, but could not read the boxes because of the small print and the dimmed lights. I helped them pick out product of which they were very grateful and happily felt the mere $65.00 for the cream was a great price.
As it turned out once my service was done, so was theirs. I was in the dressing room with the one woman who had received the facial and turns out it was her first one. As her friend came in she commented that she loved her facial and that she was going to get some products that were recommended to which her friend was happy too.
Moments later, I was in the lobby paying for my service, prior to these guests and saw the esthetician (who I have known for some time) and told her what the woman said in the room. Her response to me, “Oh, she will probably not buy anything as she has a credit somewhere else”. UGGG!
1. To any spa owner reading this blog let this be a reminder to keep an eye on your front desk and therapists. In staff meetings discuss these types of scenarios that can occur and how to better handle customers from the minute they walk in until the time they leave. Never assume that they heard it the first time. I am sure the receptionist in this spa is efficient at checking guests in, ringing up their purchases, and confirming the appointments for the next day. However, she is likely not given an incentive nor coaching to sell product and it was evident in this case.
2. Immediately go out and purchase magnifying mirrors to help your customers read the labels. Most women and men over 50 are have worsened close-up eyesight and cannot read the text on the products. They may not mention it to you, so place some of these mirrors near the product to help them!