So many times in life we are told “don’t sweat the small stuff.” But when it comes to running a spa, that advice is all wrong. It is the details that impress your clientele and add value to your business. Read below as I share how the elements of sight, sound, touch, smell and taste convey your spa’s identity, and how to properly incorporate these elements into your business.
Sight
Begin by doing an honest evaluation of what the appearance of your facility conveys to a customer walking in the door. Research shows that your prospective client will register a lasting first impression within the first seven seconds of walking in the door!
Therefore, the proper condition and design of your reception area is paramount to your success, since it is the first environment that will be scrutinized.
What does it say to your clients as they wait for their appointments? Is it absolutely pristine and have a luxurious yet inviting aesthetic? Do you have fresh flowers displayed? Is your retail well stocked and inviting to browse and shop? Is your spa conveying a sanitary and clean environment?
Sound
I truly dislike traditional spa music. But that is just one person’s opinion! Is it possible to make all of your client’s happy with the same soundtrack? Probably not. What you can do, is customize their experience through music.
Have a device that connects to Pandora or Spotify and set it to their requested station or preferred genre of music. You can also inform the client at the time of booking that they can bring in a personal device for music. This will allow you to customize each treatment room to the individual’s taste.
I do recommend the reception play classical music. Studies have shown that clients feel richer when listening to Mozart and Beethoven, making them more likely to spend more money.
Smell
It is widely believed that aroma can alter a person’s mood. Try incorporating aromatherapy with each treatment to boost your client’s spirits: Peppermint energizes, lavender relaxes and lemongrass is refreshing. Be sure to ask your client what they like before adding them to your services.
Taste
In the summertime, keep snacks and drinks on hand that are light, cool and refreshing, such as iced tea and cucumber sandwiches. In the winter, serve comfort foods and beverages that are warm and satisfying such as hot cider, hot chocolate, cappuccino and bite size chocolate chip cookies.
Touch
What does your spa feel like? Temperature is important to maximize your clients’ comfort level. The tactile sense is also an extremely vital component in providing a delightful experience. In addition to offering warm and cozy rooms for scantily clad clients, be mindful of modesty issues by keeping them covered as much as possible. Provide warm robes and slippers. Small details, such as a cooling Silver Ball Massager, heated mitts and booties and down blankets can transform a basic facial or pedicure into the ultimate spa experience.
Remember to Get Your Clients Feedback
To find out if your spa is offering a satisfying experience get your client’s feedback! Display client comment cards in the reception area and incentivize your clients to leave reviews after their treatment. Reward those who fill out the card with a small gift such as a hand cream.
You can also distribute a customer survey via email after each service directly to the client. Clients will be excited to see that your spa is careering to their wants and needs.
What do you do to enhance your client’s sensory experience at your spa? Share with me in the comments below!
