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By: Renee Knight
Posted: June 16, 2008, from the August 2006 issue of Skin Inc. magazine.
page 5 of 5
Whether Iacobacci is calming down a pregnant woman who can’t stop crying at the front desk because her treatment wasn’t satisfactory or she’s explaining why it’s OK to have both women and men on the massage team, she doesn’t let situations escalate in front of other clients. She moves the conversation into her office and really listens to the complaints. Talking it out helps, but Iacobacci would rather avoid the irate customer scenario completely. That’s why in-depth client consultations become so important. The better you understand your clients’ wants and needs, the less likely they’ll be to feel unhappy with their service.
Although unhappy clients cause stress, so do no-shows, Kepner adds. Technicians prepare for each appointment, so when someone doesn’t show up or cancels at the last minute, they’re left with the disappointment of a vacant time slot. To Kepner, that’s one of the biggest tension-inducers spa professionals face. When she sees frustrated team members, she reminds them why they’re there. “This is a service business. We’re here for their convenience,” Kepner says. “It’s part of the job description.”
Take your own advice
Prayer, meditation or exercise—everyone uses something different to ease the strain from today’s busy lifestyle. Spa professionals need to take advantage of the built-in relaxing atmosphere at their workplace. “Get out of your spa. Go to somebody else’s spa and be invisible,” Cortright suggests. “Let the therapy that’s so beneficial to others help you.”
When you can’t get out of your spa, stop for a minute and experience some of its smells and really appreciate the environment that’s meant to soothe. Listen to the music and let yourself go. Breathe deeply and just relax. Lose yourself for a few moments in the spa atmosphere you have worked so hard to create, and where so many come for pampering and relaxation.