I walked into my neighborhood spa the other day to get a manicure and noticed that they had a new receptionist. She seemed to be preoccupied when I walked in. She didn’t say “Hi or Welcome”, so I went in and saw the manicurist waiting for me. Sat down, did my nails and when it was time to check out, I walked to the front desk to pay and heard the receptionist say “that is $45, SWEETIE.” I wasn’t sure if I heard what I thought I heard. So I asked her, “Did you just call me Sweetie?” She said yes. I don’t know about you, but I am not fond of someone calling me “Sweetie,” especially when this person is a 20 year old girl, had never met me before, and doesn’t know my name. All I could think was, “Is this a professional environment?” When you go to your doctor’s office, accountant, or dermatologist, do they call you by your name or some endearment name? Why should we be less professional?
“Terms of Endearment” in the Spa?
This is not the first time I’ve been addressed with an endearment name on a visit to the spa. How about you? Do you like to be called “baby, honey, sweetheart, darling, baby doll, sugar, girlfriend, cutie-pie, sweetie-pie”…
Think about your clientele. They are mostly people in their 30’s, 40’s, 50’s +. Do you think they like to be called by an endearment name at the spa? I don’t think so. We all have names. Call me Dori, Ms. Soukup, Miss Dori. Any of those will do, but NOT sweetie. If your team is using endearment names, my advice is to STOP!
A person’s name is most important to them. It is our responsibility as professionals to know and remember our clients’ names. If you want your spa to be viewed as a professional business, then you need to put a stop to the use of endearment names.
Always use appropriate and professional language. Leave terms of endearment for your loved ones and family. Be careful when addressing your clients. It doesn’t take much to insult or offend people. Your client may not say anything to you, they just won’t come back. You never know what turns people off. Why take a chance? Keep your communication on a professional level and everyone will be happy!
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