The front desk/reception is the MOST critical part of your business, yet its importance is often overlooked. It is the command center to the life of your spa; the schedule, technicians, and clients all rely on the desk running as efficiently as possible. Your business depends on it. Your spa receptionists or concierge are responsible for a lot of tasks and skills, such as listening, multitasking, problem solving, retail and service expert, brand ambassador, customer service expert and relationship builder. It takes a talented group of people to manage the desk effectively.
Here are some desk strategies to enhance how your spa desk engages with your client:
START WITH TRAINING
All desk/concierge staff need training and lots of it. They need to know all the staff, treatments, and products. Book all new staff members treatments with your top technicians for an “educational treatment.” When they fully understand a treatment and have experienced it, they have the knowledge to communicate better with the clients. Additionally, product training should be ongoing with all desk staff because they need to talk the talk and use the products. Offer substantial product discounts to staff to ensure they are using what you are selling.
The appointment book is money, and booking efficiently is paramount. Make sure that your schedule is built for maximum utilization and if not, add staff where needed. No one wants appointments all over the place and all desk staff should know this:
- Fill the least busy slots first
- Schedule appointments close together
- Offer alternative treatments if time allows
- Offer options if needed
- Reconfirm appointment
- Thank the client
Sales can start and close at the desk. All staff need proper sales training. In a nutshell, it’s important to apply the following:
- Know your products/services and ingredients
- Demonstrate features and benefits – make a cheat sheet if needed
- Demonstrate value
- Use personal recommendations
Client conflicts are bound to occur even with the most detailed reception. Empower your staff to handle any conflicts unless management is requested. Take time to role play and create a conflict resolution guide for your desk with management-approved solutions. Here are a few tips to remember:
- Remain calm
- Listen and never interrupt
- Repeat what you heard
- Offer a reasonable solution
- Appreciate and thank the client
— USE WORDS THAT WORK
Control your message by using standard scripted language for all desk booking and client interactions. Role play and training staff on standard phone, booking and checking out processes will deliver a defined and professional client experience. The hotel industry does a great job with this and you can too. Here are some tips:
- Have all staff speak at a moderate pace with energy and inflection
- Avoid slang such at yeah, yup and ah’s to fill the air
- Some phrases to incorporate: “You are most welcome”, ‘It was our pleasure”, “Yes, absolutely”, “We appreciate your business”, “How can I help you?”
- Ask staff to correct one another and offer helpful reminders
Ultimately the spa front desk needs to gain your spa clients’ loyalty. They do that by repeated positive interactions with good body language, a friendly demeanor and professionalism. They are making the first and last impression of your business, make sure that it counts.
If you’re feeling like your spa desk needs some professional help even after reading these tips, why not request a free consultation with us to discuss further?
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