Comments on: Ana's No Brainer #2: Give them a tour!

By: Heidi Lamar

Heidi Lamar — Wed, 21 Nov 2007 16:17:17 +0000

I couldn't agree more. The tour is actually my favorite part of guest management. It is a great opportunity to make them feel like our spa home is their home, but it is also my best chance to find out what they need. Our 14,000 sf spa has many departments including nails, hair, spa and event space. By showing each of these to the guests, I give them the opportunity to say "I didn't realize you had a salon. Can I get a blow dry before I go out to dinner?" I am constantly amazed how many people see our banquet room and suddenly think of a way their social group, company or friends could use it. If I asked them at the front door "Do you know a group of people who would like to do a spa event," most would probably shake thier heads, but once they see the spa as "theirs" they tak ownership and start suggesting ways to come back.

By: beautywriter

beautywriter — Tue, 20 Nov 2007 18:23:59 +0000

I 100% percent agree with this simple way to show clients all the services you offer. Even if they don't need it, like it or use it, someone they know might! Plus, when you or someone on your staff learns and offers new techniques you can point out the new equipment, service or products to existing clients who have already had your basic tour!

I just wrote an article for Hair's How Magazine on "Hi-Tech ways to build your salon business" but this time-tested tour technique is a winner for low-tech and easy to do!

By: Rebecca Goldner

Rebecca Goldner — Sat, 17 Nov 2007 18:30:42 +0000

I almost didn't read your "tour" article because I am a one-person, 2 room shop. I thought my clients "saw" it all when they walked in the door. Yet I always wondered why long-time clients would sometimes state "I didn't know you sold makeup or skincare," (or did waxing or facials).

Upon reading your article, I realize that I can give them a wall by wall tour of my 2 rooms. I can show them the skincare wall and give a brief overview of my philosophy of how I select products, then move to the makeup wall and share some of the same information. In the treatment room, I can explain some of the machines I use for different treatments and give a brief verbal description of my services. And then I'm sure they will be more apt to take an interest in the written material I give them.

Thank you for helping me see outside the box. Great information!