Monday, August 9

9 a.m. Pacific/Noon Eastern

About 70 minutes; a live encore presentation

$99

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 the “upcoming” tab.

Can’t make it live? Download an archived version of this webinar. On our Webex Training Center, click “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.

• How your “to-do” list is sabotaging you–and what to do about it
• The common task that starts most people’s work day–and why it should never start yours
• The biggest source of “rework” and how to improve it
• Process improvement made simple
• Are you constantly interrupted, or constantly interruptable? Managing communication with others to protect productive time
• Avoiding phone tag/e mail tag with a few simple techniques
• “They can’t do anything without me!” Avoiding the trap of being the Answer (wo)Man
• Delegation: the three-step process you must use so that items you delegate don’t end up back in your lap
• “Inspect what you expect”
• Block and Tackle: “batching” tasks
• Good e mail “hygiene”
• Simplify the Buy: why the way you source may be all wrong
• The magic of Five Minute Meetings
• Time-saving (and easy to master) technology tools
• Understanding the “highest and best use” of your time and energy

Did you miss our 5/17 webinar? Register for this live encore presentation.

FREE with advance registration. If you can’t attend live, you can still register to receive a copy of the webinar recording via e mail.

A great public relations program is more important than ever, and there are more outlets for public relations than ever before–including online review sites, Facebook and Twitter! But which modalities are working best for spas in the era of social media?  Which are a waste of time? Are you in control of your brand’s reputation, or is it careening out of control? Kim Marshall, a veteran public relations professional who specializes in spa, hospitality and wellness businesses, takes you on a journey through this fast-changing, sometimes hair-raising, and highly competitive landscape.

This fun, fast-paced webinar, designed to help you separate urban myth from reality, will help you to focus on the marketing tools that “move the needle” and to avoid wasteful experiments. Find out what editors really want–including the topics that travel and beauty editors are interested (and not interested) in right now. Kim has the ear of a diverse array of media professionals, and will share with us exactly what they’re telling her! Gain a valuable understanding of the key components of a compelling public relations campaign–and an insider’s perspective on how public relations actually works–from one of the pioneers of the spa industry.

Moderated by Peggy Wynne Borgman

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!

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.

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.

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.

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.

Our employee training webinar, “Moments of Truth: Mastering Complaint Resolution and Service Recovery” can give you a chance to economically and quickly get your team up to speed.

Don’t let another month pass without inoculating your front line team against mediocre customer service, and common errors.

“The road to success is paved with mistakes well handled,” said the founder of Neiman Marcus. This webinar is designed to enable your front desk team to manage the inevitable mistakes and mishaps of a busy spa operation, while strengthening customer relationships and improving customer service. The adrenaline-charged moment when an upset customer complains is a make-or-break event for your business. Make sure your team doesn’t hide their heads in the sand–ensure that they will ride to the rescue of your reputation!
Dowload for unlimited use within your business.

Agenda:
• Why your team must treat complaints as an opportunity
• 96% of your guests won’t complain; how to treat the 4% who do
• Using complaint resolution to improve relationships
• How online review sites have magnified the power of unhappy guests, and what to do about it
• Managing the “fight or flight” response when confronted by an upset customer
• The five steps to masterful complaint resolution
• Cultivating awareness: the ounce of preventation
• How to ask questions that get real answers from your guests
• Making it easy to complain
• How and when to apologize
• Helping the guest realize you’re “on their side”
• Avoiding the common mistakes of complaint resolution, including explaining, blame and scapegoating
• How to effectively manage a “venting” guest
• Techniques to improve your listening skills
• How to tell the difference between an upset and an abusive customer–and what to do about it
• Restoring a guest’s faith
• Making amends without giving away the store
• What most clients really want from “amends”
• The hidden danger in giving refunds too quickly
• What to do when your offer of amends is rejected by an upset guest
• How to prevent problems from recurring

Visit our Webex Training Center and click on “Recorded Sessions” in the menu on the left side of the page. Follow the instructions to purchase the webinar download.

Wynne Business Q1 Marketing Round Table

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.