Lisa and I had a great time–as always–delivering our latest online training this week. Thanks to everyone who joined us live. We hope this was an inspiring and informative session for you and your team, and we’d love to hear from you if something really hit home (or when a new tactic has been particularly successful.) We love to hear your success stories.
If our webinar wasn’t at a convenient time for you, don’t despair. (I know a lot of you were en route back from IECSC in Las Vegas!) The recording is now available in the Wynne Business Webex Training Library. Just click on the left-hand menu, “recorded sessions.” Once you’ve downloaded it, you’ll be able to use in in perpetuity, making the cost per employee trained probably close to the price of a Starbucks. That’s the kind of return on investment your spa needs to succeed!
ON-DEMAND WEBINAR
About one hour
$99 (unlimited use)
Guests who are calling you for reservations are not just looking for appointments, they’re seeking a “preview of coming attractions.” Does your team handle your reservations calls like ho-hum, routine transactions, or do they strive to create a positive and memorable experience for every guest? This training session for front desk and reservations employees and their supervisors is an eye-opening journey into what it takes to provide five star reservations service while growing sales.
Dowload for unlimited use within your business.
Agenda:
• Are you “filling an order” or “creating an experience” for your guests?
• Moments of Truth and why they’re so important to guest satisfaction
• The Three Elements of every great service experience
• Getting the Greeting right
• Finding your voice: what your guest wants to hear
• Creating rapport with callers who have different “social styles”
• Making the best possible first impression
• Essentials of telephone etiquette
• The do’s and don’ts of the “hold”
• Using the guest’s name effectively
• How to answer those tough or tricky questions (like “who’s your best massage therapist?”)
• Shortcuts for creating rapport quickly
• Active listening techniques
• What your returning guests need from the reservations call
• What they’re really saying when they ask, “How much are your facials?”
• Spreading the love around: how to make sure all your guests get great care
• Offering alternatives when their selection isn’t available
• Upgrading gracefully
• The best way to discuss “gender preference” for massage appointments
• How to communicate your cancellation policy without ruining the mood
• Helping ensure a smooth first visit: pre-arrival orientation
• The Fond Farewell
Visit our Webex Training Center and click on Recorded Sessions in the menu on the left side. Follow the instructions to purchase and download.
Tuesday, April 27
10 a.m. Pacific/1 p.m. Eastern
70 minutes, $99 per registered computer (3-4 participants can attend on one computer)
Every spa wants to believe it gives outstanding service, and many claim to offer “world class” and “five star” customer care. But do you really? Does the massage therapist you just hired, who’s never patronized a world class spa, know how to deliver that level of service for a guest? How about your spa concierges?
Good news. It’s important to hire for aptitude and attitude; the rest you can teach. This foundation webinar is designed to help spa employees in every position, and at every level of experience, work closely as a team to create a stellar spa experience.
We’ll help your team understand how world class service is created, from the ground up. We’ll explain the vital importance of each of the three “ingredients” of legendary service: values, systems, and art. When these three ingredients are properly integrated by your team, guests have the sort of experiences that convert them to raving fans.
Your team will learn about:
• What customers value most
• The guest expectation of a five star spa experience
• The power of consistency, or why Systems drive all world class service
• How right-brained spa professionals can learn to love the “sacred geometry” of Systems, Rules, and Processes
• Process improvement and quality management skills for everyone in the spa
• Communication skills and easy, low-stress problem solving
• Understanding Social Styles
• Why “going above and beyond” starts with “mastering the basics”
• Unleashing the “Service Artist” within
• The magic of Deep Teamwork
This session includes an hour presentation and lecture followed by a question and answer session. Register by visiting http://wynnebusiness.webex.com and clicking on the “upcoming” tab.
Virtually every spa has cut back on meetings and education during the downturn. There’s good news, though. Training your team is less expensive, and more convenient, than it’s ever been, thanks to–yes–the miracle of modern technology.
We’re talking about webinars. These are almost-as-good-as-being-there presentations that will engage and inform you and your team.
We suspect, if you’re reading this blog (behavior that denotes a high degree of intelligence), that you’d be willing to spend $15-$25 per person to get your front desk team world-class training in the following subjects:
• Mastering the Spa Reservations Call
• Mastering Complaint Resolution and Service Recovery
• Checkout that Maximizes Retail Sales and Rescheduling
Each of these Wynne Business Training Library webinars includes a highly original Powerpoint presentation and audio lecture, full of fresh, use-it-tomorrow content. They’re just $99 apiece, and once downloaded, they’re in your training library forever.
Custom training programs, with your company’s branding, processes and signature scripting, can be created quickly and affordably.
To review the webinars in our Training Library, visit http://wynnebusiness.webex.com, and click on “Recorded Sessions” in the left hand menu. You’ll see complete descriptions and agendas for each webinar.
On Tuesday, April 27th, Lisa Starr and I will present our next live webinar, “Mastering the Mindset of World Class Service,” designed for all spa employees.
ON-DEMAND WEBINAR
About 70 minutes
$99 (unlimited use)
Your biggest moment of truth in a spa or salon takes place, not in a treatment room or at an employee’s station, but when a client is checking out. This is the moment you must ascertain whether a guest is satisfied, when your guest is invited to reschedule, and when they are invited to make home care purchases. Your challenge? To do all this while checking out guests as quickly and as accurately as possible.
Because your reschedule/retention rate is the most critical metric in business success, this “moment” must consistently ensure the best possible outcome. Being friendly and efficient is important, but it’s only the beginning.
Join us for this webinar, the third in our series for front desk employees and their managers. Presenters Lisa M. Starr and Peggy Wynne Borgman of Wynne business, veteran spa consultants and educators, pack the hour of instruction full of use-it-tomorrow, down to earth content. Jessica Zike of Coyle Hospitality Group, the premier mystery shopping company for the hospitality industry, will kick off the session by providing eye opening real-world performance data from their Mystery Shoppers, as well as anecdotes about front-desk experiences that missed the mark.
Participants will learn:
- The importance of the front desk team in building the business
- The hidden opportunities of checkout
- Who is supposed to do what? Understanding roles and responsibilities in this transitional zone
- Recognizing the guest at checkout; what to do when you don’t know their name
- Creating a smooth “handoff” from a service provider to the front desk
- Creating a smooth transition from the locker room to the front desk
- How to effectively gauge guest satisfaction at checkout
- The most inspiring home care recommendation strategies
- What to do when you’re asked a question you can’t answer!
- How to respond to “objections” such as “I already have something like this at home”
- Building the sale with “bumps”
- The recipe for persuasive invitations to return
- What to say when the guest says, “I need to check my calendar”
- The most neglected step in the checkout process
The webinar includes an hour long presentation and concludes with a Q & A session.
$99
Visit our Webex site to register and click on “Recorded Sessions” in the menu on the left of the screen. You’ll be prompted with instructions for purchasing the webinar. Once downloaded, you can use your webinar perpetually.
Wynne Business Q1 Marketing Round TableWhat are the marketing modalities that worked for you in 2009? What promotions would you not repeat again? How are you integrating social media in your marketing processes? These and other questions were discussed in this lively Round Table with members of the Wynne Business community of spa professionals. If you missed our Marketing Round Table webinar, or want to review the audio track at your leisure, here’s your chance.
Wynne Business Q1 Marketing Round Table
Back in the Black webinar audio recordingMonday, January 18th
10 a.m. Pacific/1 p.m. Eastern
FREE with advance registration
Give us an hour and we’ll kick start your marketing plan with our stimulating online Marketing Round Table. During this Wynne Business web conference, you’re invited to share your best ideas from 2009 and your plans for the New Year. This is a rare chance to find out from other smart, savvy spa operators from all over North America what’s working for them.
This fast, fun, peer-to-peer learning event is moderated by Peggy Wynne Borgman and Lisa Starr of Wynne Business, as well as guest panelist David Victor from Accelerator Enterprise Technologies, our resident web marketing expert.
To register, visit the Wynne Business Webex Training Center and click on the “upcoming” tab.
Attendees of our seminar this week can download this MP3 file, to be used with the pdf of our Powerpoint presentation. A great way to share the program with team members who couldn’t attend, and an opportunity review and revisit key portions of this fast-paced presentation!
Back in the Black webinar audio recording
