Poseidon Spa at the Mansion on Forsyth Park in Savannah, GA unveils a brand new menu inspired by the oceans and enhanced with modern antioxidant rich products to restore and rejuvenate. Poseidon Spa is part of the Kessler Collection of Hotels, part of Marriott's new Autograph Collection and provides guests a welcome respite from the stresses of everyday life.
Under the care of ISM, this new spa menu is quickly gaining in both local and national attention, with services signature to the Poseidon Spa brand and indigenous to the unique geographical location of the spa. A particularly special treatment at The Mansion on Forsyth Park is the Tranquil Sea Odyssey. This luxruiously pampering treatment includes a facial, massage and body cocoon in one restorative experience.
To prepare for the new menu launch, ISM partnered with Privai Academy, the east coast's premier spa training facility and developed signature protocols and treatment standards unique to the Kessler Collection. Trainers from around the world were brought in to provide the five star training that ISM is known for delivering. For over sixty hours, therapists participated in elevated training classes to prepare for the launch of the new menu. Ilana Alberico, Founding Partner of ISM oversaw the transition and is staying on property until the welcoming of new spa director, Lindsay Neeley, formerly with Disney's Grand Floridian Hotel and Spa where she served as Assistant Spa Director.
At The Mansion on Forsyth Park, guests of Poseidon are pampered in style and enjoy full resort amenities including the Marble Courtyard, Pool, Fitness Center, and Spa Cuisine from 700 Drayton, home of the world class cooking school.
Building a long term clientele is essential to your business.Having a high client retention rate ensures that your business will continue to flourish as long term clients are more likely to refer others to your spa.Here are the top ten things you can do today to increase your client retention and reap the benefits of a highly engaged, dedicated clientele.
1.Stop Advertising
Immediately, stop advertising!Advertising without a plan or without a goal in mind is like throwing mud at a wall and seeing what sticks.Not effective and defitnitely not pretty.What you need to do immediately is start to market to your current clientele.They are there for a reason, do you know what it is?Before you go out and search for a brand new client, get your current clientele using more of your services and buying more of your product.It takes much fewer resources of time, energy, effort, and money to engage the people that have already selected you and learn everything you can about what they want and need.Spend your advertising dollars in ways that better serve your current clientele.
2.Build Trust
This excellent rule, be Impeccable with your word from “The Four Agreements” by Don Miguel Ruiz reminds us to do what we say we will do.The fastest way to lose a client is to give them reasons to not trust you.If they have a question, find out the answer.If you tell them you will call them back in 20 minutes, call them back in 15.In every situation, ask yourself if your action is building or breaking trust with your clientele.Teach this to everyone that comes in contact with the clients.Always look for ways to follow through on your promise.
3.2C’s
Compliments and cards.Although this may sound trite, compliment your guests.Be sincere and find ways to point out the things that you admire, respect, think are beautiful, and nice.Every time you see a client, you should be looking for something that you can compliment them on.This makes them happy to see you, excited about your business, and eager to return.Write cards.If each of your employees took twenty minutes a week and wrote a few greeting cards to your clients thanking them for their business and sharing their appreciation for them, your clients would be a very happy bunch.It takes very little time and it has a very big impact.
4.Ask for feedback
Give your clients the tools and resources that they need to give you honest feedback.Provide a comment box, place phone calls to your clients, and send out surveys.You need to know how to improve.Reward and publically praise clients who take the time to give you feedback.Send out a newsletter thanking them, put up a sign that highlights the change you have made because of their input.Give away a product basket to clients whose ideas create change in your organization.Encourage employees to ask for feedback and honest assessment from clients.
5.Get personal
Find out the milestone events in your clients lives.Know how many kids they have and their names.Know their anniversaries, their birthday, their pets name and what their hobbies are.Show them that you care.Develop personal relationships with you clients that communicate sincere appreciation for their lives.Celebrate their life with them.Ask them questions and seek to understand who they are as a person.Find out what they love and make sure they get it!If your client loves lavender oil for her massage, put it in the notes.Don’t make her ask for it every single time!
6.Incentivize
Since you have stopped advertising, you will need to establish a plan for getting new clients in the door.Start by incentivizing your long term clients for bringing in their friends, family, and co workers.Show them publically your thanks and gratitude.Make them feel like a VIP through gift baskets and services the longer they stay with you and the more people that they refer to you!This is your best advertising campaign.You want to attract more of the same, and your current clients are friends with and work with the exact target person that you want in your business!
7.For life approach
Become a resource for life for your clients.Say things like, “I don’t want to just be your day spa, if you ever have any questions about achieving optimal health, even if we cannot provide a certain service here, ask me and I will help you.”Let your clients know that you have their best interest at heart and develop a relationship that proves this by referring them to what they are looking for.
8.Share Information
Create an environment that is honest and straightforward.If they are interested in learning more about a certain product, connect them to the information that they need.If your clients consider you to be a valuable source of information, tools, and resources, they will most likely spend more time in your business and spend more money on your services.
9.Consistency
Building an environment that is consistent is imperative to building trust.Make sure that your employee training program addresses the importance of a consistent experience.Making sure that you have your retail shelves stocked, that there is always toilet paper in the bathroom, and that they always get their post treatment beverage are all simple elements that contribute to a consistent experience.
10.Continual Improvement
To really develop a long term relationship, you must also develop yourself.Your commitment to continually learning and deepening your own knowledge will enhance your relationship with your clients.Not only will you have new information to share with them, but you will sharpen your skills of service and demonstrate that they are special to you.
Imagine that everyone has a necklace hanging over their heart that says, “I want to feel important.”Ask yourself, are we doing everything that we can to ensure that this client stays with us for life?Make a commitment to strengthen the loyalty that you have for your client and in turn, that your client has for you.
Spa Theology, Grove Park Inn Resort & Spa, Suraj Spa Salon, Hands on Health, Results Spa, Poseidon Spa and more! How do you figure out which one is right for you? Asheville, NC is home to dozens of spas. Each one holds a very special place in the healing arts community. Selecting a spa can be a challeging, if not confusing endeveour. I am a spa owner, so I understand the subtle differences from one spa to another and the type of experience you can expect to have. In order to make the most out of your spa experience you need to find a spa that will meet and exceed your expectations.
Why are you going to the spa?
Relaxation and Pampering? If you want to completely let go and be pampered, you would be more interested in a spa that has beautiful ambiance and amenities like Grove Park of Spa Theology. The attention to details and the beautiful architectural design make these places a sanctuary of the senses. Going to Spa Theology or Grove Park Inn Resort & Spa is like taking a mini vacation in itself.
Pain management, relaxation, sore muscles? If you want a more therapeutic experience, look for places that are set up more like a medical clinic. Hands on Health offers excellent massage services in a comfortable setting. Chiropractors also offer massage services. Communicate to your therapist the goals that you have of the session.
Celebration? Suraj Spa Salon has an escape lounge where bridal parties, girlfriends, couples, and groups can relax and mingle before and after treatments. The bright environment and customizable spa menu are perfect for celebrating fun events. For an inexpensive option, you can take a group of friends to Privai Academy where students perform facials and massages in an open spa setting. http://www.PrivaiAcademy.com
Spa Day and Shopping? The Grand Bohemian Hotel is right in the heart of Biltmore Village and is a boutique hotel. The Hotel is home to the Red Stag Grill, a contemporary restaurant famous for fresh fish, meats, and dynamite deserts. On the third floor of the Hotel is the Poseidon Spa, home to some of the most unique body treatments available in Asheville. A perfect spa and shopping day would include valet parking at the Grand Bohemian, eating lunch, shopping Biltmore Village and then ending with one of the Poseidon spa packages.
With all of the spa options in Asheville, you are sure to find one that meets your needs. Happy Spaaahing!
The Wedding industry is big, and growing. Smart spas are paying attention and learning how they can create experiences for brides that help them primp and pamper themselves for their big day. In this blog I will explore why your company even wants to enter this industry and next month will follow up with the 5 Service Steps for Wedding Parties. I have a fresh new perspective on this subject, because I was recently a bride. In fact,that's me on the left. So, from first hand experience from both a bride and a spa owner, here are the 5 reasons you want Bridal Parties at your spa.
1. Exposure. By hosting bridal parties, you are exposing your spa to other vendors in the community that you can network with. Caterers, photographers, florists. They all have friends and families who live in your area. TIP: Treat the brides ancillary vendors to spa goody bags. Insert several menu's into the bag and include a first visit discount for them to share with friends.
2. Free Marketing. While your bride is getting ready, she is taking pictures in your salon. these show up on Facebook and Myspace among others, so make sure you have signage in your spa. Photographers will use the bride's pictures to market themselves. Inevitably, a future bride will say, "I love her hair! Where did she get it done?" You will get new clients because of your beautiful work.
3. Brides spend money. Believe me, during this very special time in a bride's life, she wants to spend money. She wants things perfect and is willing to pay whatever it takes. I was more interested in making things "right" then worrying about an extra $10, $20, or $30. Brides want education and they want to look pretty. Tell them what treatments they need to enhance their appearance...and they will get them.
4. Retail. Offer day of spa baskets for the bridal party from the bride. Include a lipstick for free with the purchase of their lip liner. Find ways to enhance the pre wedding ritual with retail. This can increase your average ticket cost and imprint the memory of your spa on your guests.
5. Power Booking. Bridal parties schedule services weeks in advance. Knowing the spa schedule this far out allows you to manipulate your schedule so that you can increase your other bookings. Most bridal parties need 2-4 hours in the spa, so ensure that you are maximizing your resources for the most revenue from your bookings.
You want to be a place that offers bridal services. You can create a life long memory and offer the perfect start to a very magical day.
make sure to visit next month when I share 5 Service Steps for Wedding Parties.
Spas are spending way too much money on marketing their spas and seeing way too few results. Every month, you submit your ad, close your eyes, and pray that someone, anyone will notice your ad and come walking through the door. In education, they call type of communication the "throw and stick" method. If you really want to market your spa and find a way to get people in the door, stop wasting your money on newspaper ads, magazine ads, radio ads, tv, and park benches. Blindly communicating to a group of people your information and hoping that something sticks to someone. Stop this madness immediately! To really communicate your brand, and bring more people in the door, you have to first understand who you are before you can understand who you are trying to reach. Here are the five steps to ensuring that you create a powerful marketing campaign:
1. Find out who you are. Look at your spa through a new set of eyes. Make a list of adjectives that describe your spa. What are the goals of the spa? Why is the spa in existence? What values does the spa have?
2. Create a color board. Cut out inspirational pictures that embrace the essence of your spa. Arrange them in a visually appealing way and hang this color board up in a place where your associates can see it. All decisions for marketing need to be congruent with the emotions that this color board evoke.
3. Describe your end consumer. Who is she/he? What are they looking for? What do they want and need? How do they make their purchasing decision? Understanding who you are targeting helps you stay so much closer to the target!
4. Analyze your current clientele. Are your current clients the ones that you are trying to get in the door? If they aren't, then what is it about your spa brand and identity that is not attracting them? If you aren't getting new people through the door, there is a disconnect from who you think you are and who your consumers think you are. In other words, they are disappointed with some expectation that they have about your spa. Find that disconnect and fix it!
5. More of the same. Once you have establish who you are and who you are trying to attract, create die hard loyalty programs for the clients that you already have. Spend your money on rewarding and incentivize your current clients to bring you their friends, family, and colleagues. Find out where your current clients exercise, eat, shop, and contribute to charity and then team up with their favorite businesses and charities to create cross promotional campaigns.
So, stop wasting your money on the radio, and start spending your money on what works. Creating an environment that rewards loyal clients for coming back and bringing their friends.
Top Ten Ways to Increase Client Retention
