Do you remember your very first visit to a spa? Did the experience lift you out of your usual worldly existence and, just for a little while, take you to a soothing and invigorating destination? Since you've obviously decided to take up shop in the spa business, I realize I'm preaching to the choir, but those memories are still important.

My own first spa visit was enjoyable and fun - it was to Betty's Bath (one of SpaBoom's original clients), when SpaBoom was a twinkle in a programmer's eye. The building was tranquil, the colors inside deep and inviting, and the camaraderie between guests and staff infectious.

Selling Instant Gift Certificates to your existing customers is a great first step in the growth of your spa. Along the way, do not forget about the third party - the GC recipient. They might be completely new to the spa experience, and you've got a fabulous opportunity to show them why they should change their thinking from "a spa is a nice but rare treat" to "spas are a necessary indulgence I deserve in my life".

When a new guest comes in the door brandishing an Instant Gift Certificate, pounce on the chance to "wow" them at every turn. For at most a 5% fee on their services, you've got a person that already trusts the recommendation of the gift-giver, your client. If their spa experience is fabulous, they will soon trust your staff as well.

• Have an enthusiatic staff member show them around the building and available facilities, including the ones your new guest might not be using on their first visit. Once they see how relaxing the areas are, they might be inclined to add services on top of their existing appointment.
• Guide them through what their experience will be like, and then live up to those expectations.
• On their way out, a follow-up gift to remind them of your spa while at home is a nice touch: a small bottle of lotion if they had a massage, or a mini loofah if they tried a body scrub. All the better if your spa's logo is on the packaging.
• Finally, a small reward for a new booking on the spot is entirely appropriate - a better rate on a package deal, their choice of product thrown in to any service - use your imagination and tailor your incentive towards their experience that day.

Acquiring new customers is a huge topic, so consider this just a starter post to get you thinking about always building your client relationships.

Posted in Creating Customers, Spa Business Management, Spa Gift Certificates • Share • Trackback

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