You’ve arrived - your Spa is up and running, you have a functional client base (some of your clientele even comes back for seconds) and you are turning over a profit. Great! Now what do you have to do to get people excited about your facility? What can you do to reap the rewards and have rave reviews pouring in? Every owner wants his or her Spa to outshine the next, so going that extra mile to ensure a memorable spa experience should be placed at the top of each and every employee’s priority list. Perhaps by putting yourself in the shoes of your valued customers, you can provide them with an unforgettable Spa experience.
The Spa experience begins from the moment you make a booking or enquiry and carries through to the time you drive through the front gates of the facility. By providing plenty of secure, shaded parking for your guests only a short walk from the reception area (if not right outside the front door), you will be providing your client with the peace of mind they deserve while they are taking a break from the stresses and strains of their everyday life. No one wants to have to worry about whether their car will be in the same place upon their return, not to mention the fact that your guest would appreciate not having to endure an unpaid for and unwelcome car sauna post-treatment.
For some, a treatment at a Spa is a luxury rather than a fortnightly outing, so try to personalise every client’s time at your facility. Generally, your Spa-goer has taken the time to book their treatment, so why not have a personally addressed welcome letter waiting for them when they check in? This can be set up rather quickly and effortlessly in a template format on your reception’s computer, allowing for a quick insertion of your customer’s name and a walk to the printer.
Human beings are generally not patient by nature, hence our ingrained, agitated, clock-watching behaviour while sitting waiting for any appointment! While we doubt that you’ll keep your clients waiting for as long as your octogenarian family doctor does, even a five to ten minute delay can set a bad tone for your Spa-goer’s treatment. Try to stick to exact appointment times for your treatment sessions and you’ll find that your more structured day will create a much more relaxed environment for everyone in the long run.
Allow an extra few minutes prior to your client’s treatment to sit down and discuss with them their preferences as well as likes and dislikes. An over-talkative therapist might leave one Spa-goer more tense and frustrated after his or her massage than going into it, whilst another client might like the interaction. Give them the choice.
Another choice you might give to your clients is to share the Spa experience with a friend or loved-one. A mother and daughter might like to share a treatment room on Mother’s Day, or a couple enjoying a romantic and relaxing getaway might not particularly care to “get away” from each other during this pamper-session. Try to cater to this need by offering larger treatment rooms where an additional massage table can be wheeled in depending on the customer’s preference.
In a university study, it was found that 36% of people actually hate being tickled. Don’t be afraid to find out prior to starting a massage whether the light and feathery touch that you see as your signature technique, might actually drive him or her through the roof. A quick enquiry as to whether your client has any overly sensitive areas on his or her body (such as ticklish feet, hands or neck) would be a welcome touch. Be flexible – if your client prefers you not to spend time on his or her feet during a full body massage, perhaps spend an extra few minutes concentrating on the shoulder area.
When your client is disrobing in preparation for his or her massage, try to provide a safe and secure locker-room facility, or even a small cupboard in the treatment room, where clothes can be hung neatly (to avoid the rumpled look) and jewellery stored safely. This will save the clients the annoyance of having to lug around their worldly possessions to their treatment rooms. That having been said, provide clean robes and slippers for your guests to preserve their dignity while shuffling from locker-room to treatment room.
As some people have a tendency to value privacy over all else, perhaps think about limiting the amount of walking distance between treatment rooms – a shy customer might feel rather alarmed having to walk down long corridors, past members of the opposite sex in order get to the sauna room which is next on their itinerary. Remember, all that is standing between them and the embarrassing story of a lifetime is a flimsy robe in most cases, so try to plan around that.
During a massage, remember that your client is lying on the table in various stages of disrobement. The ordinary, air-conditioned room temperature might result in goose bumps from the cold rather than goose bumps of enjoyment. Ask your client whether he or she would like the room warmed or cooled according to their taste. You can bet that it will be much appreciated!
So much for you to think about and we're only half way there! Join us next month for the conclusion of our look at providing a memorable spa experience. In the meantime, enjoy the rave reviews that you receive after implementing some of our ideas into your already wonderful Spa!
