Most spa folk believe that “customer service” and “sales” are two distinctly different practices, and that never the twain shall meet. We beg to differ.
Great salespeople usually deliver superior customer service, and customer service geniuses make guests want to throw money at them. But many people think that “selling” is an unpleasant experience wherein someone pressures someone else into making a purchase they don’t really want to make.
It’s like makeup. Over the years, clients would tell me that they hated the way foundation makeup looks on the skin, and didn’t want to wear it. It looked artificial and the color was unnatural.
They didn’t realize that they’d been admiring beautiful foundation for years, on people that they assumed were not wearing any at all. That’s because, when it’s done right, great makeup looks and feels great, too. Just like great sales skills. When you’re aware of “selling” it’s because something isn’t being done right.
Why does a “pushy” salesperson feel pushy? 9 times out of 10, it’s because they haven’t listened to you. They’re promoting their own agenda. When someone really listens to you, what they then offer you is an extension of your own needs and desires. No push required. You feel like you’ve had your mind read, your needs met, and you’re delighted.
A “deep listening experience” occurs when someone is giving you excellent customer service. But it’s also essential to sales. So, what is that–selling or service? It’s both. It’s Selvice.
We identified seven key practices that make up Selvice. Used together, these practices guarantee a lifetime of success in the spa business. By breaking up what may look like a mysterious “talent” into simple, bite-sized behaviors, we demystify the process. Most of your employees are already adept at over half these practices, skills that include creating rapport, expressing expertise and individualizing the guest experience. But seeing how they build upon one another to create a gratifying experiential “flow” for the guest is the real eye-opener.
This free 45 minute webinar is designed to introduce the concepts of Selvice to spa employees. Together with our Selvice e book training manual, it’s a terrific first step toward abundant sales and stellar customer service. For further study, our 80 minute Selvice DVD training program provides role-play vignettes (starring real spa employees and typical situations) with commentary to vividly illustrate the concepts of “selling through service.”