If your customer service is excellent, if your therapists are devoted and talented,
if you reach your sales goals, and if you have a good marketing strategist...
so which side of your Spa could be improved in order to make more money
without expanding your business?

What percentage of your clients will not come back
or will not recommend your Spa and why ???

Have they been rushed?

Clients want to relax and spend time in a Spa. They don't come to your place to rush in or to rush out. I met with the director of a well know spa in Mont-Tremblant, Quebec, Canada, who told me that their therapists have 5 minutes between a customer leaving and greeting a new one ...whow...that must be very relaxing... and they want their therapist to sell some products during this small laps of time?

They don't want friends to see what the spa looks like?

Women want to be surrounded by pampering accessories when they go to a Spa. They want to move in an environment full of creams, big white towels and comfortable bathrobes. The room must be immaculate. I always mention that point to the hotel industry. It is very important for a woman who enters in a treatment room to feel that she is in a five star hotel. Imagine if a housekeeper is left by herself?
Make sure that every woman will find in your room what she expects: a moment of dream in neat and nice environment. You have no choice, but the Spa Owner and the Manager must supervise and focus on the appearance and be sure that the room will make a great impression. The same thing for the lobby, the launch room, and bath/rest room. Concerning the training, it has to be done very strictly.
Let me tell you something: Even if you stay hours in training a girl and explain to her how to do a treatment, most of the time, if in her mind she believes that her way of giving treatment is the best way, as soon as the door will be closed and alone with a client she will do what she has in mind.... If she succeeds by having the customer come back, it is okay. Concerning the estheticians that don't have a lot of knowledge most of the time, they will follow the protocol. But don't ever underestimate the training for "how to make to room" and "how the spa looks like". I've been working in different spas' that I was very proud to tell people around me where I was working, but I couldn't recommend them to any of my friends because of the cheap aspect. Sometimes it's not a question of investment, it is only a problem of good impression. A Spa with an environment where harmony is heightened will catch the clients' interests.

Is it the surroundings?

Sometimes just a background music makes a big difference on the clients' and the massage therapists' mood. (Ask them what kind of music they prefer. If they are tired of hearing the sound of a frog and the sound of water, it will be reflected in the massage they are providing…)

There are a lot of things, which can be done to adjust yourself in order to offer and get the best. Be flexible. For example: There are many free rooms during the low season, It is the best time for you to use your aesthetician in the promotion of your products and services. The estheticians will be more motivated than folding towels the whole day. Be flexible: If you see that your journey will be slow...Implement a ``Surprise of the Day`` or a ``Free presotherapy``, a ``Free bath``, even a ``free wrap`` ...it's not expensive and it can bring you a lot. You have to be ready for any new idea.

Missing some tools to appeal them?

Following up right away. Send a thanks note or a gift to their rooms the same night and offer them a discount on their next visite.

The Private reference program is, "an easy no-effort-no-cost", excellent advertising! The only thing you need is to buy a nice paper and write down on it a reward for any guest brought in! Here is an example: (........................) Why therapists like this promotion?... it gives them reward too! and it's look very professional and personal!

The Canadian Tire Money....In Canada we have this store that prints it's own money and remits a 3% of the amount paid with its own currency ....Why don't you try that....almost all of the strategies used by downtown spa could be used in a hotel...just make it more High End and luxurious. And you will see Madam bringing her Husband or her Best Friend the next time.....Imagine an offer which is a diamond ring!....see?... All depends on your target.

Meeting practical needs. What ever they are: Teenagers, BusinessWomen, Romantic Lover or Mother; we all are practical. Which practical need can you supply them...Here again think about your target... In the island think about cream repealed insect...........What about an association with a mini drugstore? And all the cream in it that women want... or an association with a child store or a Kinder Garden? For Men a Big Screen TV...

Who knows what your guests really would like to have....Why don't you ask them? And you ll discover what to sell.