The Spa Industry Association's Allan Share offers these five simple tips to help boost business.
This time of the year is one of my favorites. My travel calendar is clear, I get to be home to enjoy the great weather in the Southwest, and I have the opportunity to muse on the new year ahead. Those who know me, know I love to talk about customer service and retail. To me, they’re two of the cornerstones to running a successful spa and wellness facility. What you may not know about me is that I love pie, and that my youngest daughter is also a pie fanatic. On a recent visit to a pie shop in Phoenix with my daughter, I found myself taking note of some of the small details that could have made my visit to this particular pie shop even better. While pie and spa don’t have too much in common, running a successful business requires the same level of detail and care.
What I’m about to tell you is not to diminish any business, but to help you look for ways to improve your own business. I’m a fan of the 1% rule—try to improve everything you’re doing in very small increments. Avoid making sweeping changes all at one time. Too much change might be too much for you and your business to handle. Small improvements can pay dividends quickly. Here are five tips to consider for your spa business in the new year:
Tip 1: Think through your client’s experience from start to finish and look for ways to reduce waste and to make sure their experience is the best it can be. For example, if you have a cafe and your guest is going to be dining in, use silverware instead of plastic. Save the plastic for clients who are taking their food with them.
Tip 2: Make sure your facility is easy to find. When viewing your location, ask yourself if your facility stands out from the businesses around it. If it doesn’t, come up with a small (or big) plan to make sure it does stand out.
Tip 3: Make sure your employees are trained to understand the importance of an amazing first impression. When a client enters, simply say, “Welcome to (insert your spa’s name)! We’re so glad you decided to visit us today.”
Tip 4: A customer’s inquiry about your retail products or spa services is a clear signal to buy. Train your staff to recognize this opportunity and to be in a position to help the client make up their mind.
Tip 5: If you’re open for business, make sure your facility is fully ready and prepared to service your clients. Can you imagine opening your doors and not having towels ready? How about getting ready for a massage, but your product bottle is empty and the client has to wait while you leave to go fill your oil bottle? It’s a bad look, and even worse, it may result in a lost revenue opportunity for a return trip by that guest if they experience a situation like this at your facility.