Every Trip to the Spa Should be a Special Occasion
By ASCP Staff
Think of a special occasion—a graduation, wedding, birthday, holiday. It’s a day unlike the monotony of every other. You probably have it noted on your calendar because you don’t want to forget; you’re looking forward to it. You’ll take extra care to be on time, maybe even show up early because you’re so excited. A good mood is guaranteed, and everyone will treat each other with an added touch of kindness. People will be in their best outfits with extra attention paid to their appearance.
We look forward to special occasions and yearn for the next when the last one is over. Isn’t that how we want clients to feel about spa appointments? If you make every appointment a special occasion, your clients will feel that way too.
Leading up to a special occasion is about preparation. Make sure your spa is in tip-top, guest-ready shape. The décor should be clean and exude good vibes. Be prepared and expectant for your guests’ arrival so they feel welcome and sense you have planned for this special occasion as much as they have. Get dressed up for your clients; make sure your hair and makeup have been given adequate attention worthy of a special occasion. Send appointment reminders in as excited a tone as the calendar reminders that pop up for a holiday or vacation.
When your client arrives, make sure they are greeted with the same enthusiasm as a 6-year-old birthday boy who opens the door to his gift-bearing buddies. Take their coat. Know their name. Show them to a seat. Get them a refreshment. Live it up and make sure your guest isn’t treated like it’s just another day. This is no time to grumble about life’s little annoyances. This is the time to reflect on life’s gifts, focus on the half-full glasses, and rejoice in the opportunities for growth. It’s a celebration.
As the special occasion comes to an end and your client must return to life, make sure they know how much you’ve enjoyed the time and appreciate them. Grab their coat, walk with them to the front desk to check out, offer a to-go cup of that special coffee or treat. Be sure to take a picture so you can both share the special occasion with the world. We’re all well aware that when it comes to special occasions, we must tell social media or it didn’t happen! Plan for the next special occasion as soon as possible and let your client know that their friends are always welcome too. Don’t just give a lip service; offer an invitation for another special occasion, nail down the date, and get it on the calendar so you can both save the date and look forward to it. Give them special invites (referral cards) for their friends. A parting gift is also a nice way to conclude a memorable special occasion.
Loyal clients and raving fans are a product of the experience you provide at your spa. If every appointment feels like a special occasion, that is an experience clients will want again and again. That is an experience they’ll want to bring their friends to. A trip to your spa may be just another day for you, but you must strive to make it so much more than just another day for your clients. A spa appointment is a special occasion.