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But Seriously ... Are You a Professional?
By: Monica Villar
Posted: August 27, 2009, from the September 2009 issue of Skin Inc. magazine.
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Once you have established your focus and position, write it down and put it in a place where you will see it every day. Do not panic and compromise your standards, or start discounting all of your prices and buying every treatment on the market in a desperate attempt to make money.
2. Answer the phone
It is hard to imagine any type of new business, from a medical office to a fast food restaurant, that would ever consider opening its doors without a telephone. Even with all of the advancements in today’s technology, it is still via telephone that most clients contact a spa. Ultimately, the ideal scenario for any business is not only to have a receptionist available during business hours, but also to employ the right receptionist.
Receptionists set the mood of the business. How they answer the phone, provide critical information, relay messages and maintain a positive atmosphere within the environment will play a critical part in your business’ success. Therefore, a spa owner should take care when selecting the appropriate candidate, and treat the position with the importance that it deserves. If, however, you are unable to have someone else answer the phone for you, consider the following suggestions for making it easier for clients to reach you.
Make sure your voice mail reflects the name of your business. Some of the worst examples of poor voice mail include businesses that use a nickname, a family phone or, worst case scenario, spas that don’t change the automated voice mail that only repeats the phone number in a robotic voice. In any of these cases, there is nothing on the message that tells clients they have reached the intended recipient.
Do not give too much information in your voice mail message. Callers may get tired of waiting and hang up. The name of your business, operating hours and physical address are the most important pieces of information you should supply. Don’t play music for several seconds before the message begins—this can also be time-consuming for the caller.