Tuning in to emotional cues can help boost your business & increase client loyalty

— Business-Boosting Insights: Part 2 of 5 —

A big part of the spa experience for clients can be emotional. Some clients may be super excited to treat themselves to an “ahh” getaway. Others may be torn between what they want and how much to spend. Learn how clients make decisions. One of the most effective things your staff can do is look at the entire visit through the client’s eyes. This can help them suggest additional same-day services and retail products that not only help to make the visit more satisfying for clients; it can also help increase your average ticket sales and help boost your business.

Learning to look for and understand emotional cues can help your team interpret when a client is interested in more options but hesitant about cost. For example, if a client says, “Oh, that sounds expensive,” your team can explain the value of the service or product and offer payment options to help them treat themselves today.

Here is a typical path your clients may follow when they’re considering skincare treatments:

It’s all about knowing how to proactively listen, respond, and customize each visit. If clients are uncertain about adding services or products, offering promotional financing options can help them stay focused on what they want.

Ask questions to build rapport.

Building rapport is the first step. For example, when clients call, ask if they’re celebrating a special occasion, looking for a day of relaxation and pampering, or on vacation. Do they have a wedding coming up and want to look and feel refreshed? Since this call is most likely the first impression of your spa, responding with honest interest shows empathy and builds trust, which are essential for lasting relationships and return visits.

Look for emotional cues.

The way the staff interacts with clients has a powerful impact on the overall spa experience. A tuned-in team looks at each client differently and tends to pay attention to cues and body language. Encourage your team to notice how clients respond when you share additional services or products that can complete their spa visit. Some clients may be reluctant to add on services until a promotional financing option is presented. Learn how to respond effectively.

Spa staff, no matter their position, should be prepared to listen and respond to client cues, such as uneasy body language or a change in voice volume and tempo, which may signal the cost of products or services is a concern. Here’s when it helps to assure clients you have several payment options.

Help put costs into perspective.

For many clients, even a little uncertainty about payment is enough for them to hold off. And yet, when clients know a promotional financing option is available, that may be all they need to move ahead with more services or add-on retail products.

Presenting the CareCredit health, wellness, and personal care credit card as a payment option to all your clients can help increase acceptance of additional services or add-on products.

Key takeaway.

The key to expanding your business and client loyalty is to really understand what each client wants. This takes a dedicated staff that knows how to integrate conversations about your services, products, and payment solutions throughout the client’s visit. By focusing on each individual, your team really can help your business grow.

More insights are on the way! Watch for part three of this five-part series.

Next month, we’ll discuss increasing revenue with same-day service enhancements.

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When you accept the CareCredit health, wellness and personal care credit card, you can offer your clients a flexible way to pay for spa services and retail products during their visit. When you add CareCredit as a payment solution, your clients can choose the No Interest If Paid In Full Within 6 Months financing option* on purchases of $200 or more to pay for: