News & Reviews

Time to tell them you care February 2009

What does this current financial climate mean for spas?

I must admit that, if clients are tightening their belts, they may think twice about booking non-essential treatments or draw out the interval between their spa visits. So, what to do?

Show your clients you care. Recap on treatment and product selling skills and make the most of every client visit by cross selling, upselling and always, always recommending products. If you've recommended accurately, your clients will come back to re-purchase products and who says any treatment is non-essential anyway! It's just as important a part of their beauty regime for clients to have a professional treatment as well as use their beloved products.

Targeted, considerate marketing will also encourage a feel good factor in a crisis. So come on everyone! Let's rally round our clients. Use your databases and get in touch. Tell them how much you love them and how grateful you are. It doesn't have to cost you much. It could be just the fact that you got in touch to say that you've missed them that will put a smile on their faces. If you look after your customers while times are hard, then you'll be enjoying the fruits of your labour far into the future.

And any short-sighted senior manager who decides to get the hatchet out on their marketing budget at a time like this needs to think about whether the axe job should really be for them. Seriously. There is no better time than when you are battening down the hatches for a well planned, thoughtful marketing campaign.

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