The “GUEST” is the most important individual to the success of any Medi Spa and Day Spa business. How we take care of guests during their visit makes the difference on whether they come back or disappear forever.
When I ask Medi Spa and Spa Professionals what is their sales model, they look at me as if I have two heads. Typically, it is a missing model. Even though it’s one of the most important steps in any business.
Many spend more time selecting a product line then figuring out how they are going to make sales once a new guest comes in. So, I ask you… do you have a sales model? Do you have process that a new guest goes through when they visit you? Is it systematic? Does every team member know what to do when a new guest comes in? In this article, you will discover the most important step your new Medi Spa or Spa guests should go through in-order-to satisfy their needs and earn the money you deserve.
Part of the sales model we teach is conducting an in-depth consultation. To me, the guest consultation is the most important step of the entire experience. The guest consultation insures that Med Spa Professionals are going to provide the guest with exactly what they need, address their challenges and deliver the results they are looking for. Without a consultation, we are disappointing guests and missing out on many financial opportunities.
If you want to increase your guest satisfaction, retention rate and your income, we suggest you keep reading this article and implement the 5 Steps to Generating Revenue Through Guest Consultation.
1. Schedule Time to Conduct an In-depth Consultation
When you have a new client, you should always reserve about 45 minutes to one hour for the consultation. This will give you opportunity to build a relationship, discover their concerns, needs and be able to customize a program for them.
Note: The Guest Relations team must reserve time for a treatment and a consultation. To do this, your team must be trained on how to present the consultation appointment and make the reservation for it.
I prefer people pay for the consultation. This will deliver a more qualified client and increase your conversion rate.
2. Identifying the Guest’s Concerns
To identify the guest’s concerns, you must use a great intake form. The form must include all sorts of problems a client may have by category. Face, body, hands, feet, wellness, anything that you offer a solution for, should be printed on the form. The guest will mark the concerns they have and that will provide you the opportunity to make the appropriate recommendations. You should focus on solving their problems via your menu.
In addition, you should have analysis equipment for face, body, and hair depending on the type of treatments you offer. We found that when people see their skin care concerns with their own eyes, they are more motivated to take action on your recommendations.
3. Develop a Customized Treatment Program
To address people’s concerns and gain results, it normally requires multiple treatments. We can’t wave a magic wand, do one Medi Spa treatment and expect everything to get better. As a Spa and Medi Spa professional, it your professional obligation to recommend a wide range of treatments, not just one to help them reach their goals. One treatment is not going to solve problems or produce the results your guests are looking for. It takes a customized program!