Posts filed under ‘Spa Gossip’
Three Lessons Learned at Les Nouvelle Esthetique
This past weekend marked the Les Nouvelle show in Miami Beach. Primarily an esthetician show in years past, it has now turned a little green and way more “spa-like”. Walking the trade show floor, there were vendors showing their “stuff”. Up and down each row, you heard manufacturers and sales reps preaching their gospel.
- Lesson #1: Don’t Buy Immediately. Here, let me put this on one hand. Wow, look at that. Compare the two hands. Wow, look at that. Lesson #1….walk away, and compare your hand in 5 or 10 minutes. Does it really look different? Betcha, it doesn’t after ten minutes, but if it does, run back and buy it!
- Lesson#2:Vendor Training Is a REQUIREMENT, not optional and not at a cost. One vendor proudly announced to me–“Your first training is FREE.” Are you kidding? You want to sell products to me that you want me to sell to my clients and you will graciously give me the first training for FREE? PLEEZE! Have you heard of vendor partners? Please don’t do me any favors. On to the next booth.
- Lesson #3:Packaging Sells. Booth after booth, we kept looking at some of the worst packaging in the world. Some of the manufacturers have some of the best products in the world, but they put them in the worst bottles, with labels that look like they were designed in a word document. Welcome to the new millennium and take a trip to the mall to look at your competition. If you have a great product, make it look great from the outside too.
Every show has highlights and lessons. It’s how we learn and grow in the industry.
The Only Thing Tackier Than Asking for a Tip in Cash, is an Actual Tip Jar Itself
Imagine the horror when you hear that a therapist is telling new clients that she only takes tips in cash. The ongoing debate on tips in the spa has reared its ugly head. Some spas charge the tip automatically giving the entire tip to the therapist, while others split the tip with a percentage going to cover overhead. Others have even been known to use the tip as part of the therapist’ compensation plan. The latter, I think has some type of moral repercussions, if not labor laws.
- Last time I checked, a tip is not required.
- A tip is an appreciation for super service above the norm.
- Why only in cash, because you get it sooner?
- Did you also tell the client that you have to wait until your paycheck to receive your other tips?
- Did anyone share with you spa etiquette?
Whether your spa collects tips automatically or as a thank you, my southern hospitality tells me that from the dawn of ages, a tip is a special thank you for going above and beyond. It should not be automatically added to the check unless you have a large party and it definitely should not be part of a compensation plan.
The client’s motive for telling us about her experience, was that she thought it was inappropriate to discuss tips before having and during the service. The client also questioned as to whether we actually paid the whole tip to the employee (a practice which some spas use by taking a portion of the tips). In this particular case, the employee had breached the client/staff line, where something that should be private is aired in public–like airing your dirty laundry.
When approached, this employee, of course, denied telling the client she only took tips in cash. She said that the client must have misunderstood. We walked through the inappropriateness of the conversation and why you do not discuss tips with your clients and guests. Discussing money with anyone except your accountant or a financial adviser is etiquette taboo.
Cosmoprof Italy- “Clean and Green” or “Make a Fake”
Speaking green all over the world, Cosmoprof Italy saw new brands hit the green parade with natural ingredients combined with the latest technology. The new combination of tech and green pushes the creativity and eco-consciousness of all brands. Some touted highlights of the show include “Boob Job” (a breast & cleavage firming cream), “Organic Surge” (an upscale body care line), and Polaris, (a new chemical free straightening treatment).
As every cosmetics and beauty show starts to hit Green pay-dirt, will the organic frauds start falling out? If you are organic, say the percentage that you are organic. If you are natural, be natural. Will it take a federal grand jury to keep manufacturers and marketers from green washing the spa & beauty industries? Just be greenly honest…sometimes you can not afford to be totally green…that is okay if you just admit it. There is no fooling your greenies.
The Day She Shaved Her Sideburns
Working with mostly women is always a treat, but when one of them does something outrageous, it suddenly becomes fodder for the entire spa.
It starts with the ever fashionista hair stylist who tells one of the estheticians–hey, you need to teach her how to wax her sideburns. She is cutting them, and not for nothing, she looks like ELVIS. And, we cannot have ELVIS here at the spa, performing a massage. This just isn’t right.
You know, it was okay for Elvis, but then again, Elvis was a man, yes, it was okay for Elvis to have sideburns, but not a girl. Especially in the spa business. Say NO to sideburns or maybe she ain’t a hound dog.
Mrs. Jones Wears Only Black, She Put Her Husband Through Law School
Heart to heart conversations happen in the spa. Why, you ask? Because you have created an environment where people tell all. You have created a place where people can exhale.
They will open up their hearts and tell you every little detail. Knowing that Mrs. Jones wears only black is a fact, because you have always seen Mrs. Jones in black. Knowing WHY Mrs. Jones wears black is because you have created an environment where people tell it all. It is good and bad. Good, becaue you have created a safety net and a cocoon, where people can exhale and have private conversations. Bad, because you know a lot about people, their personal life, their dreams, their needs and desires and YOU must keep secrets. If you tell, you will put a hole in the safety net.
Now for the secret. First, Mrs. Jones is not her real name. And, she wears black, because she mourns everyday for the loss of her marriage. I still haven’t connected the dots between law school, marriage, and wearing black, but she has, and as long as she still comes to the spa, I will keep honoring her secrets. Exhale!
Locker Room and Grooming Areas
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Benches or Ottomans in locker area
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Robes & Slippers- In Spa Lockers
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Towel drop cabinet should be large enough to fit laundry bin on wheels.
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Towel Racks for clean towel and drop off points for soiled towels
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Scale
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Full length mirror
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Grooming area with:
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Counter top at 36”
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Pull up stool under
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Wall lights
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Grooming amenities
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Grooming accessories: sealed combs, brushes…..
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Tissue dispenser
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Trash bins
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Amenity line- private label, brand names or a combination of both.
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Make-up mirror (for women’s areas)
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Sink Vanities with:
Free-standing (on counter) soap dispensers
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Sufficient space for clean/soiled linen; refuse disposal
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Finishes to be durable, natural materials that are easily cleaned
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hand soap, sealed brushes, combs in sanitizing solution, Makeup
remover, tissues, trash receptacle
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Wall mirror
Wall lights
Faucets (on sensors)
Soap dispensers (on sensors)
Amenity trays for cleansers
Consumables: razor, shaving gel, q tips, tooth brush, tooth paste,
mouth wash, paper cups
Trash bins
Tissue dispensers
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soap, sealed brushes and sanitized combs, disposable razors,
shaving cream, Facial Toner/Splash for after shave, tissues, trash
receptacle
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Wall mirror
Wall lights
Faucets (on sensors)
Soap dispensers (on sensors or on-counter container > operator)
Amenity trays for cleansers
Consumables: razor, shaving gel, q tips, tooth brush, tooth paste,
mouth wash, paper cups
Trash bins
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Dry Grooming with:
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Hairspray, Hair Mousse, Hair gel, Spray Deodorant, Talc, Cotton
Balls, Swabs, tissues, trash receptacle
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Deodorant, Swabs, Foot spray, Talc, Tissues, trash receptacle
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Oth
Linen hand towels
The Day the Nail Tech Performed a 90 Minute Massage
One of the funniest stories in our spa happened many years ago on a Saturday morning. We were completely booked, 5 treatment rooms, 4 nail techs, and 1 hairstylist. One of the massage therapists was not showing up for the 9:00 appointment and the client was there and she was a brand new client. We escorted the client into the room and let her get ready for her massage.
Then panic set in. The very late massage therapist was not answering her phone (too much Friday night partying). Who was going to do the massage? Everyone was booked except one nail tech had just received a cancellation–Chong, a warm, friendly, & very funny Korean stepped up to the plate. She flung her hands to the ceiling and stated, “Once they have a massage with Chong, there is no going back”. I waffled between my desire to please the client or to disappoint the client…my warped rationalization said, well if she doesn’t like the massage, we can always refund her money. Then, Chong do you know it is 90 minutes? Do you know what to do? Chong, ever the funny girl, replied, “Not to worry…I massage in Korea”.
90 minutes sweat-ed by tick, tock….my pedicure was taking forever…as I wondered how the massage was going. Finally Chong came out of the room, she washed her hands, and then with a brillant smile exclaimed, “She loves me, she’s re-booking next Saturday”.
The brand new client finally came out of the room and confirmed with the front desk, that indeed, she had loved her 90 minute massage and would be booking one every week with Chong. The new client thought the best part of the massage was when Chong stood on the table….I said…WHAT?
How a Massage Therapist and The Grinch Stole Christmas
Maybe they should have called me Pollyanna, or Dorothy from the Wizard of Oz, or maybe Cinderella–I like to believe that we will live happily ever after in a perfect spa world.
Hey wakeup…reality check!
We started a “Spa Dollars” program in July for those that did great on their numbers with pre-booking, client retention, and retail to service. We also gave out spa dollars for great teamwork, pitching in to help re-stock, and extraordinary service to clients. It was a huge morale booster, especially for the shy therapists, who might not be the best performers, but they are always there for the team.
You could use your spa dollars for services or retail. There was no expiration and everyone was excited about receiving services. It was like having monopoly money. No, it was like having monopoly “funny” money.
It’s all fun and games, until the Grinch steals. You see, we had a massage therapist who was just a little dishonest (is there such a thing as a little dishonest?). She was taking the spa dollars to Kinko’s and copying them. She was then passing them off to the controller as the real thing.
How did she get caught? You’ll love this. She brought her mother in for a day of services at the spa. She paid for the whole thing with bogus spa dollars. We started to calculate how many spa dollars she had received (she was a $12,000 a month massage therapist), versus how many she had redeemed. Bingo, Grinch is stealing Christmas.
It was such an eye opener. How can a great employee steal? What makes a person a thief? Very sadly, we had to pull the program and re-vamp. Now we give out gift cards, a little boring, not too spontaneous, but they are numbered and not easily copied.
Quick! Grab the Bowl of Chocolates…she’s coming!
We have this one client that has been coming to the spa for years. She always comes for a manicure and pedicure and maybe a facial. We had started a wonderful little surprise for the clients with our own bowl of chocolates in the reception area.
It took us awhile to catch on, but we had this one client that was taking 10-15 chocolates every time she came into the spa. So we played a game with her. Some days we would put only 2 chocolates in the bowl, and she would comment, “oh, you are running out of chocolates”. Other days, we would take the bowl away completely until she left. She would ask, “you don’t have any chocolates?”. We would reply, “No, we ran out”.
Then when we were feeling generous we would put the whole bowl of chocolates on the table and of course, true to form, she would grab handfuls of chocolates. The best time was when she was on the Atkins diet, and she was going on and on about her diet, while still grabbing chocolates to put in her purse. We cannot figure out if she just loves chocolates, or if she thinks she is getting something for free…but there has to be a reason why some clients will only take 1 or 2 chocolates, and others will take the whole bowl. Go figure!
Quick! She’s coming, grab the bowl of chocolates!
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