Spa Etiquette Tips
Spa Therapists Etiquette
The first opportunity the client had of experiencing your business and making a good first impression is quite often on the telephone. He or she may call to book their spa day or treatment and so telephone etiquette is very important. "Good morning/afternoon, The Tranquility Spa - Helen speaking how can I help?" is an example of a standard telephone call for a spa business.
Think about background noise too. Does your team have a bad habit of lingering at reception and having their own private conversations which could be heard by the caller and given a bad impression. Ensure your team get our of this habit and that reception is limited to receptionist and clients for most of the time. Light spa music would be ideal background music whilst the receptionist is booking in the client's treatment. It's also a nice welcome to clients entering the spa for their appointment and sets the mood for relaxation.
On booking in the client or answering his or her concerns ending the call professionally would be to confirm the details of the booking, here is an example. "So you are booked in on Friday 17th June at 2:00pm for a back massage and that is with Heather. Is that correct? Is there anything else I can help you with today?...Thank you, Mrs Harris, look forward to seeing you next week. Bye."
Welcoming clients to the premises with "Hello/Good Morning/Afternoon, how can we help?"
Once the client has given you their name and appointment time you should again confirm the treatment. Take them through to the waiting area, offering refreshments or showing whee they can help themselves to water or a tea, allow them to fill out the client consultation form if they are a new client.
In the treatment room
Meeting and greeting etiquette
"Mrs Harris/Wendy Harris (this would depend on how formal you wanted your spa to be and how well you know you client. Most salons and spas use Christian names). You are booked in for a back massage today, is that right? (Once again confirming the treatment). My name is Heather, I am going to be doing your back massage for you, if you would like to follow me."
On the way to the treatment room you can engage in small talk. Asking open ended questions and putting guests at ease.
"Have you been to The Castle Health Spa before?"
"Are you enjoying your day?"
"Are you having other treatments during your stay?"
"Have you had a back massage before?"
"Have you had any Clarins treatments before?"
Avoid getting into detail in regards to the treatment and medical conditions until in privacy of the treatment room.
Prior to treatment it's good practice to explain the treatment even if they have had it before. If it's their first experience in your spa or with yourself, then going through the procedure briefly will prevent any disappointment and allow the client to make special requests (if they have areas of concern or don't like their feet being touched) and just clarify the procedure.
Going through consultation forms can sometimes be a bit tricky if they have had medical problems, but it is important for you to know so you can avoid making any problems worse. If a client has a stern manner and ensures you that the treatment is fine to do, then it is important to remain calm, to give them the reason for asking your question and explain the results if you don't take their health into consideration. It also helps to reiterate that you are required to follow set procedures to ensure complete satisfaction without hindering clients health.
"We can still do your massage but due to your under active thyroid we can't use detoxifying oil as it flushes out toxins and medications. However, we can use relaxing or energising oils instead."Most clients would be fine with this and an explanation to why you've avoided a product will ensure their confidence in your professional ability and appreciate your care.
During treatments customer care is essential, so check the pressure, room temperature and your clients comfort.
On completion of the treatment, giving clients a glass of water whilst you write out prescriptions is the usual procedure.
Take clients through to the relaxation/post treatment area to relax and thank them/wish them well for the rest of the day.
- Opening doors and letting clients through first
- Being polite and assisting to guests whenever possible
- Professional talk - light and easy conversation; talking about other treatments, products and promotions
- Introducing yourself to new clients
- Not bringing personal issues to work
- Talking professionally to colleagues in front of guests (leaving jokes and horse play in the privacy of staff areas)
- Talking positively about your place of work (grievances should be directed to management)
- If you are a smoker, washing your hands and masking the tobacco smell is a must. If possible do not smoke whilst at work. All spas will have their own rules for this.
- Sometimes therapists may suffer with a cold, so keep throat soothers in the room and water to limit interruptions of treatments.
Spa Clients Etiquette
Clients also have an etiquette to follow to a certain degree, and polite reminders can be stated in signs or on the back of the spa menu. These can be the following:
Time - Arrive 10 minutes prior to the appointment to fill out consultation form and relax so that they do not run late. Advising on spa literature that lateness will reduce treatment times as to not cause an inconvenience for other guests.
Jewellery/watches - Leaving jewellery at home or in the lockers provided so personal items aren't lost in robe pockets.
Age - To comply with age restrictions that some spas may have (some 16+, others 18+). Not to bring children into the quiet spa area whilst guests are relaxing.
Mobile phones - Phones must be kept on silent and calls must be taken outside rather than in the spa.
Noise - Keep noise to a minimum in post treatment and spa areas.
Swimming costumes - Do not arrive for treatments in damp swimwear. Change into dry swimwear or underwear under the robe.
Clients whom ignore these requirements can be reminded in subtle ways. When you yourself converse with a loud client by speaking in a low soft tone will encourage clients to do likewise.
Having signs in relaxation area 'Quiet please, treatments in progress.'
It is quite reasonable to ask a guest on a mobile to take the call outside or point to the sign. If they refuse to do so, a manager can help with this.
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