It may be timely to review if employees are using the provided scripts for speaking with customers. How clear are their instructions to clients on for example, where they go from the locker room, how to lie down on the treatment bed and what to do at the end of the treatment?
During a recent Mystery Shop, the therapist said “the treatment is finished”, then asked “would you like ginger tea?” I replied yes and she said she would serve it outside.
I began to change and suddenly she entered with a warm damp towel and wanted to wipe the massage oil off me. This was very unexpected and badly interrupted the flow of the spa experience.
Giving clear instructions is included in our Spa Sessions "Service Experience" Team Meetings Manual, developed by International Spa Consultant, Naomi Gregory. These Sessions are important initial, plus refresher training topics for all types of spas, salons and wellness centres to ensure employees are well versed in basic scripts to ensure they effectively communicate with their customers, even if there is some language barrier.
Also, our Client Interaction and Service Standards Operations Manual and our Treatments Manual include relevant scripts across a variety of client-facing procedures to empower employees to feel confident communicating with all types of guests.
These Manuals may also be used by Consultants to help clients improve their service standards and overall performance.
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