01 mrs service & sales training presentation

Service & Sales Training

WELCOME TO

Review Training Schedule

Expectations:• Come in Dress Code• Stay on time, get out early!• Breaks and Lunches• Questions from Orientation /

In-Spa Training

Spa Manager

Operations ManagerSales Lead

Spa Manager

Sales ManagerOperations Lead

Anyone Can Grow and Be Successful at MRS! Support & Training Team

Massage Retreat & Spa offers our teammates many resources for support.

The first step is to work with your in Spa Leadership and Management Team for solution based ideas to approach day to day business items with creative solutions.

If in Spa resources and tool boxes have been exhausted, the New Hope Support Team is always available to provide additional insight.

Please see the Contact List on the S-Drive for the most updated point of contact person in each department.

Day 1 : Service

Customer Service Toolbox! The tool to empower you to help our clients!

Use your “IZE” to see problem resolution• Apologize – Let them know you are sorry about the situation.

• Realize – Find out the real problem!

• Strategize – Brainstorm possible solutions that benefit the client.

• Optimize – Ensure that solutions are best for client AND spa.

• Utilize – Use your resources!

• Compromise – Offer complementary upgrades where applicable.

THE BIG 5!Why go everywhere when you can just go here?

Every Service We Provide to a Guest Leads to 20% Brand Loyalty!

1. Massage2. Facial3. Waxing 4. Tinting5. Retail

5 Services = 20% x 5 = 100% Brand Loyalty

Facials: The Gateway

Unique Client Experience – What sets us apart from the

competition?

Service & Sales Video / Quiz

Service Training

Every guest needs to receive the same information and customer service on every appointment. Our Service

Training program ensures that Therapists are given the tools to do the following:

1. Proper “Pick up” of client and introductions

2. Tour of Facility3. Intake of services4. In room satisfaction checks5. In room treatment plan6. “Drop off” at desk with

Recommendations – IRMT / IRST

In Spa Visit / Video

The Initial Client Experience

• We are here to SERVE our guests.• Make it count: we have 3 seconds for a

first impression.• We see tons of people every day, but

they only see us. Treat each guest as if they are the only person in our whole day!

You Our Guest“Thank you for calling Massage Retreat and Spa, This is Jordan. How can I help you?

“Hi, I’m looking to book a massage please.”

“Perfect! Are you a member with us?” “No, I’ve never been to your spas before.”

“Welcome! I’ll be happy to book you. What type of massage are you looking for?

“My neck hurts a lot, so I need that worked on.”

“No problem. I have an opening today at 4pm with Kara. She’s great with neck-work”

“I’ll take it!”

“Wonderful! Let me get some information from you to schedule your first appointment. First Name, Last Name, phone number, email and how did you hear about us?”

“Sally Smith, 555-867-5309, ssmith @ hotmail.comand I saw your ad on TV.”

“Lastly, I just need a credit card to secure the appointment.” “Ok, its 1244 1234 1234 7890, ex. 2/30”

“Alright Sally. I have you set with Kara today at 4pm, Since it is your first time here, you get our membership price of $59.95 today!”

“Really? Cool! I’m so excited. I need this.”

“Well, we are glad to take care of you. Please also come 15 min early, we have a brief Health History form for you so we can optimize your service today.”

“Thank you, I will.”

“One more thing. Given your current condition, I really want you to go online to massageretreat.com too before you come in. We have a great membership program that I think you would benefit from. Other than that, we will see you in a few hours!”

“Wonderful, I will do that. Thank you!”

Booking an Appointment

Most people make a first impression within 3 seconds. Make the most out of your client interaction with the following:

1. Be standing 15 minutes prior to the hour. Put down your tasks and be ready to WOW our guests.

2. SMILE!

3. Greet every client with, “Welcome to Massage Retreat & Spa!”

4. Always ask the client, “How can I help you?” or “What brings you in today?” This avoids the possibility for starting a conversation with a “no”.

5. Offer water to all clients. Hydration is an important part of a healthy lifestyle and it shows we care!

Serving Our Guests – Check in

Our Members make up approximately 60% of our revenue. They are the lifeblood of our company and they are important!

In every guest checkout, the following needs to happen:

1. “How was everything?”

2. Ask for gratuity

3. Thank them for their membership! Without them, we have no business! They are important and deserve to be recognized.

4. Take our survey at massageretreat.com

5. Tell them about the AMAZINGreferral program!

Serving Our Guests – Check Out

END OF DAY 1Homework:

Service Pricing&

Healthy Savings Program

Day 2 : Sales

Pricing Quiz

Spa Manager

Operations ManagerSales Lead

Spa Manager

Sales ManagerOperations Lead

Anyone Can Grow and Be Successful at MRS!

New Hope Support Team President

Director of Operations Director of Training

General Manager

Co-ManagerSenior Service Advisor

Spa Structure

Area Director

C Volume Spa: 1-2 yearsEstimated Revenue $70,000/month

General Manager

Co-Manager Senior Service Advisor

Skin Lead MT Lead

Assistant MT Lead


B Volume Spa: 2-4 yearsEstimated Revenue $90,000/month

General Manager

Co-ManagerSenior Service Advisor

MT Lead

Assistant MT Lead

Skin Lead

Assistant Skin Lead


A Volume Spa: 4+ years Estimated Revenue $125,000/month

Senior General Manager

General Manager

Co-Manager

Senior Service Advisor

Skin Lead MT Lead

Assistant MT LeadAssistant Skin Lead


Everything we do is to give our clients the best experience. When they have the best experience, we

will receive the best results for MRS.

EVERYTHING we do is for our clients. THEY COME FIRST. That is what makes us stand out. Once they receive the best customer service experience, and when they are getting the best results from their

treatment, the rest will fall into place.

BEST EXPERIENCE, BEST RESULTS

Type of call When and Why do we do these calls?

Follow-Up Calls• 2 days after the appointment• Best customer service• Increased non-member return and another chance at membership.

30-Day Calls• Called Daily• Members are called when they have more than 1 banked session and are not currently scheduled for an appointment.• Best customer service• Ensure client retention

Blitz / Outreach

• Daily and increased efforts during Quick Start and Close Out• Membership outreach calls• Clients who have been in for a service but are not members are called with current membership promotion to get them signed up.• Lists to pull from in order to make these calls: Friends & Family, OTR’s, canceled members, PIF Renewals, Returning Non-Members.

Declined Payment•Members who have had a lapse in payment will receive a call to update their card on file.• Called Daily• Members get contacted through 6 months of declines.

Daily Calls

Verbiage – HOW to speak Massage Retreat & Spa

Timing is Everything:Key times to mention the HSP

1st Touch-point – “Are you a member?”

2nd Touch-point – Membership pricing your first visit!

3rd Touch-point – www.massageretreat.com

4th Touch-point – Client Check-in / clipboard – The 3 P’s: Paperwork, Product and Program

5th Touch-point – Check-out, Sale of HSP

Building Rapport: Open Ended Questions?

Features vs. Benefits: Finding Value for the Client

Closing Statements and Assumptive Sales Techniques

We have created a wonderful experience for our clients from start to finish. If we have done our jobs effectively,

they WILL want to come back!

• “Let’s get you started on our Healthy Savings Program”• “I’ll get you signed up for our membership!”

• “You’re going to love being a member here, which card would you like to put that on?”

• “Today is the best day to get started on your healthy lifestyle, let’s set you up on our program!”

• “I really want to help you save money and take care of yourself, so I’ll sign you up on our membership today.”

Transition Statements: Know when to sell and when to have a conversation

Creating the best client experience means we don’t want to overwhelm our clients with information. It’s important

that when signing someone up on the Healthy Savings Program, we are having a conversation with them, not

“selling” them.This means being able to move between aspects of the

program and aspects of their lives.

“I understand you wanting to talk to your husband before signing up. What does he do? Does he get massages often? Does

he know you are here taking care of yourself?”

Listen – Really hear what they are telling you.

Acknowledge – Respond with details of what they expressed to you.

Explore – Explore different options and ways to make their lives better.

Respond – Make a calculated choice that makes sense for you both.

LAER

HSP: Policies and Quiz

AASSUME

P O I

“Lucy wants to see you back in two weeks, which puts us at the 23rd of the month. What time works best- 3 or 4pm?”

“Based on Chip’s treatment plan, I see that he has an appointment in three weeks open at 6pm, and he does have a 90 minute. I’ll get that down for you!”

“Three weeks puts us at Monday, the 4th. Sarah is available again at the same time. Let’s get that scheduled.”

“Looking at your therapist’s availability, do you prefer Thursday or Saturday?”

“Tiffany has a 10am open again in two weeks, would you prefer 60 or 90 minute?”

Every client, every time!

APOI Rebooking : Assume

A PPRESENT

O I

“Our therapists prefer their clients to book in spa to ensure they can follow the treatment plan and get back in with them. Does 3 or 4pm work better for now?”

“All our appointments are tentative, so let me take care of the scheduling for you now so you have something on the books.”

“We just need a day to make any changes, and by booking this now, you are insuring that you can continue with the plan Shawn worked out with you. Do you want a 60 or 90 minute massage?”

“It’s ok that you don’t have your calendar with you now, just call us when you get home and we can change this if you need. For now, let’s book it for the two weeks Brad was suggesting to ensure you can get in to see him again.”


APOI Rebooking : Present

A P OOVERCOME

I

“We do a 2 day reminder call, as well as text and email confirmations, so let’s schedule this for now and you can let us know then if you need to make changes.”

“Each appointment is tentative, and we reach out to you a few days before to remind you. Let’s just take care of the scheduling for you now so you don’t have to worry about calling back to fit it in later.”

“You feel amazing now, and we want to make sure you can continue feeling that way. Danielle did want to see you back in four weeks for her follow up, so I’ll get that scheduled for you!”

“Your muscles have memory, so we want to ensure you can stay on this routine to keep up with the progress instead of reverting back to the painful way they were before. Does 3 or 6pm work better for you?”


APOI Rebooking : Overcome

A P O IINCENTIVIZE

“I have your appointment set in three weeks with Emily for the 90 minute, and because you scheduled in spa with me today, you are entered in to win four free services! Reschedule every appointment and you will always be entered!”

“I know you want to check your calendar first, but when you schedule today you will be entered in to win two free spa packages! So what day do you have in mind that might work for you in three weeks?

“We also have a great rebooking contest for our clients! When we set your appointment today, you’ll be entered to win four free hours of service! So what day works best?”

“I almost forgot! When you book today, you will get entered in to win four free hours of sessions! What time works best?


APOI Rebooking : Incentivize

AASSUME

P O I

“Here is your ticket for our rescheduling contest. While you fill that out, I’ll get you set up on our membership.”

“Now that you’re rescheduled, I’ll start you on our Healthy Savings Program!”

“Since you are already coming back, I’m going to set you up as a member with us to save money!”

“These routine services are so important for you, so let’s get you started on our Healthy Savings Program.”

“I want to save you money on future services, so let’s start your membership today.”


APOI HSP: Assume

A PPRESENT

O I

“With your Healthy Savings Program, you’ll receive a one hour session every month. It’s only $59.95 per month, and additional sessions are only $39.95! What card would you like that on?”

“It’s $59.95 once per month, and that opens up one hour session (either massage, facial or waxing). Let’s start you saving today!”

“Membership is $59.95 per month, earning you a free session monthly. Your upgrades to 90 minute sessions then are only $20! I’ll get that set up for you.”

“Our membership is just $59.95 once per month, and that gets you a free one hour session every month! Let’s get you started!”


APOI HSP: Present

A P OOVERCOME

I

“The program is only for 12 sessions, that way you can have time to take care of yourself. Additionally, the sessions roll over if you don’t make it in one month, so they can be used as needed. I just need whatever card you’d like on file for your membership.”

“I understand you want to talk to your spouse. Just know, when we get you started today, you lock in the member rate so you never have to pay full price. We can schedule your spouse for the introductory rate, too. Let’s start saving you both money!”

“We make the membership very affordable with competitive pricing as well as flexible options to share and freeze your membership as you need it. What card should I put this on?

“The nice thing about a membership like this is that it allows you to take care of yourself. Your therapist wants to see you monthly, and this will just make it more affordable to feel better all the time. I’ll get that started for you!”


APOI HSP: Overcome

A P O IINCENTIVIZE

“Today really is the best day to get started, because once you are a member with us, that drops today’s session down to $39.95, saving you $20 immediately! How does that sound?”

“Since I know you are going to love your new membership, and since John wants to see you back for a 90 minute, I am going to put points on your account for a free upgrade just as a welcome gift so you can take care of yourself. What card would you like to put your membership on?”

“You are rescheduled for a 90 minute massage next time, so what I can do for you when you start your membership today is give you a complementary upgrade to 90 minutes. That way you’ll be saving an additional $20. Let’s get that started!”

“I know you wanted to talk to your husband, so what I can do when we start you today is give you a free session for him to come and try us out. That way you both can take care of yourselves. I’ll get it all set up for you!”


APOI HSP: Incentivize

Incentives

Standard Promotion: $39.95 for today’s massage or use earned session today when you join!

Additional Promotions may be used when approved: • Free Booster• Free Upgrade• $40 off enrollment fee• Free 60 minute for next visit• Free 60 min today

End of Day 2Homework:

Verbiage & LAER

Day 3 : Tying it all together

LAER Activity & Verbiage Quiz

Policy Review

1.Cash Handling

2.Scorecard Process

3.Day @ a Glance

The Total Client Experience

Filling out the HSP Agreement

Ongoing Training & Coaching

30, 60, and 90 day touch-points

Q & A / Pay Vouchers

PRESENTATION OF CERTIFICATES!

Sales & Service Training Contest!

Congratulations and WELCOME to the MRS Family! We are excited

to have you!

01 mrs service & sales training presentation

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