When was the last time you called a spa, and experienced their reception department? Too often many spa leaders overlook the impact of their reception and reservation on their bottom line. Spas are losing new guests and missing out on sales because their R&R are not delivering a great guest experience.
Here are three simple spa reception mistakes that are so easy to make:
1. Your spa menu is your best-kept secret.
One time, I decided to get a spa treatment on an extended trip. Surprise! My hotel room did not have a spa menu. Whether your spa is part of a hotel or not, your spa menu must be available where the guests are (hotel rooms, lobbies, etc.). Strike up an agreement with the hotel, and use your spa’s treatments and products as added value to their offerings. This way, you are broadening your reach.
2. Your on-hold message tells guests nothing.
When you call most companies now, you get to listen to marketing spiels when you are on hold. For a few minutes, you hear about special offers, new products or services, or other promotional items. Whether you like it or not, you are a captive audience.
The on-hold message is a simple but effective promotional tool that tells guests immediately what they can expect from you. Write a script today for your on-hold message, and when you finally speak with your guest, reinforce the offer.
3. Your reception department do not have scripts for guest interactions.
Our coaching calls always hammer on having communication scripts written out and ready for every guest interaction—from talking over the phone, to welcoming a new guest, to probing guest concerns, to starting a treatment, to recommending an upgrade, or even to asking for a review. Everything!
Scripts lend confidence to your front line people. Because they know the end they want for every guest interaction—and how to get there—your team can capitalize on every opportunity for a sale or recommendation. They do not pepper their guest dialogues with “um”, “like”, “ah”, and “you know” that make them appear clueless to your guests.
Remember that quality guest experience—and better profits—begins with the first “Hello!” Have a friend or family member call your spa. Get them to listen to your reception and reservation department. How did you do? See where you stand and make adjustments where necessary.
Have any thoughts, concerns, or spa reception success stories? Share them in the comments section below!
Join us for the upcoming Reinvent Your Business (Volume 2) teleseminar on June 2nd, at 4:00 PM Eastern. You will learn everything you need to know on how to transform your “Wow!” guest experience to glowing online reviews . Register now »
