Tuesday, March 2, 2010/
10 a.m. Pacific, 1 p.m. Eastern:
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 15 minute Q & A session. Participants need a computer and a telephone for the audio portion of the webinar.
Tuition: $99 per registered computer
Visit our Webex site to register and be sure to click on the “upcoming” tab
Webinar:
February 23rd
- Are you confident in your employees’ ability to resolve guest complaints?
- Do they know how to handle the inevitable issues that arise in a busy spa operation?
- Are you certain that guests leave your spa satisfied?
- When was the last time they received training in complaint resolution?
A great reputation has always been the best way to market a spa. But the internet has made superior customer service a crucial survival skill.
Web search is one of your top marketing modalities, and negative reviews can cost you thousands of dollars in lost revenue.
We are delighted to announce that our employee training webinar, “Moments of Truth: Mastering Complaint Resolution and Service Recovery” is coming up on Tuesday,
February 23rd, giving you a chance to economically and quickly get your team up to speed for the busier months ahead.
Don’t let another month pass without inoculating your front line team against mediocre customer service, and common errors. If three employees attend this online training, your cost per person to train them is less than $35. (That’s about one third the cost of one comp’d massage or facial.)
They’ll learn:
- How to resolve complaints without “giving away the store”
- How to maintain composure while dealing with a client who’s upset
- How to turn a complaining customer into one of your biggest fans
- What to say to a client who is “venting”
- What NOT to say to a client who is “venting”
- How to discern an angry client from an abusive one, and what to do about it
- The five steps to effective service recovery/complaint resolution
The webinar is co-sponsored by Coyle Hospitality Group, the leading mystery shopping and quality management organization in the hotel, spa, restaurant and cruise industries.
Please go to our WebEx training center now to register. Simply click on the “upcoming” tab and select the webinar title you’re interested in.
“See” you in our virtual classroom.
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
