As hockey great Wayne Gretzky once said, "You miss 100 percent of the shots you don't take." This key to his success makes sense for spa owners as well: You miss 100 percent of the sales you don't ask for. But, when it comes to upselling your client on your latest add-on — or the more client-friendly term, "enhancement" — sometimes simply asking isn't enough. Here is what some spa professionals suggest...
Educate Your Clients
The key is to take an "educate and inform" approach over "sell, sell, sell." "Our philosophy is that it's our responsibility to educate our clients, provided they want to be educated,” says Kile Law, president and founder of Blue Water Spa in Raleigh, N.C“It's important to ask people what their concerns are first and be prepared to educate them on all of their options." Law says sometimes you need to let the client take baby steps not just in the level of treatments they are comfortable with, but in the amount of money they are willing to spend. "I would rather have somebody leave with information, a good experience and the desire to come back and get more than somebody who leaves feeling like, 'Gosh, I see a difference but I wasn't really prepared to spend that much money.' Or someone who feels like they were being oversold — or who felt insulted by a hard sell," he adds.
Les Nouvelles Esthétiques & Spa
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