— Business-Boosting Insights: Part 3 of 5 —
When you offer personalized services designed to match each client’s goals for visiting your spa, you help build loyalty and strengthen your relationship with your clients. In this personalized approach, a spa professional zeroes in on the underlying motivation for a spa visit (stress relief, a moment of luxury, etc.) and offers additional services designed to enhance the client’s overall spa experience.
Note that this is different from “upselling,” which may generate pushback from customers and employees. If you recall part two on emotional cues (check it out if you missed it), spa employees who pay attention to body language and other signals of receptivity know how to respond accordingly. A thoughtful approach to service enhancements helps clients feel special, reinforcing the idea that their spa experience is custom-tailored to their needs.
Let’s take a look at how this might work in your spa. For example, a regular client books a one-hour Swedish massage at your spa for $130. Your team member who takes the call knows this client has a demanding job and looks to your spa’s top-rated masseuse to help her “unwind from the grind.” Your employee suggests that the addition of aromatherapy ($15), hot stones ($30), and foot and hand masks ($30) would create the ultimate relaxation experience, and this stressed-out client appreciates the personalized recommendation.
The client agrees to the extra services, bringing the total to $205. She experiences additional relaxation and pampering, and your spa sees a 58 percent higher ticket for that visit.
Here’s another example:
A well-known local figure wants your spa’s signature facial, which runs $125. He mentions he is preparing for an upcoming public appearance and wants to look his best. Your esthetician responds with ideas for enhancements, suggesting that a collagen eye treatment ($25) and dermaplaning treatment ($60) would provide a brighter glow and skin smoothness that looks amazing in photos. He readily agrees, bringing the total to $210—nearly double what he would have spent on the facial alone.
Finally, consider a couple who recently decided to renew their vows. As part of their celebration, they want to pamper themselves, so they book a couple’s massage at $250 and body wraps at $200. When they check in at your spa, they mention to your staff that they received these same services at a spa on their honeymoon 20 years ago. Your employee congratulates the couple, then mentions they could take the luxury even further at this milestone with the addition of a scalp massage and face mask at $50 each. Eager to celebrate, the couple says yes, and you bring in a total of $550 instead of $450.
Of course, it’s important for your staff to make the cost of these enhancements clear at the outset—no one wants to be surprised at checkout by a bill that’s higher than expected. If cost is a concern, it can be helpful to bring up payment options. When you accept the CareCredit health, wellness, and personal care credit card as a payment solution in your spa, your clients can move forward with additional services and treatments you recommend they might have otherwise skipped. The result is greater client loyalty and a boost in revenue for your spa.
More insights are on the way! Watch for part four of this five-part series.
Next month, we’ll talk about how you can increase your revenue by making a spa visit complete with retail products.
Join the CareCredit network today. Call 855-860-9034 or click here to learn more.
*Subject to credit approval. Minimum monthly payments required. See carecredit.com for details.
call 855-860-8996 and mention code SIAEN0122CE
Sponsored
Clients who visit your spa are looking to relax, unwind and be pampered. With the CareCredit health, wellness and personal care credit card, you can offer them a dedicated, flexible way to pay for additional treatments, services and products during their visit. This can add up to more relaxation for your clients and a higher average ticket for your spa.
If approved for the CareCredit credit card, your clients can take advantage of promotional financing to pay for spa services and retail products. Your business gets paid in two business days, and clients can continue to use their card during future visits.
Join the CareCredit network today. Call 855-860-9034 or click here to learn more.
*Subject to credit approval. Minimum monthly payments required. See carecredit.com for details.
