Spa & Wellness MexiCaribe 53, Spring 2024

MASTER CONSULTATIONS
To Build Your Business
Communication is becoming a lost art, and yet it is more important
than ever in creating success both in and out of the treatment room.
Consultations are more than an opportunity to sell products and
services, it is the first impression with guests and an opportunity to
build trust and a relationship, leading to repeat business.
A proper consultation is a fact-finding mission and a problemsolving
conclusion that organically equates to higher sales. During
the consultation, ask open-ended questions, such as:
• What brings you to the spa today?
• Have you had any previous spa treatments? If so, what did you
like or dislike about them?
• Do you have any specific areas of concern that you would like us
to focus on?
• Are there any medical conditions or allergies we should be aware
of?
• Are you currently taking any medications?
• Are there any products or ingredients you prefer to avoid?
• Is there anything else you would like us to know before we
begin?
Consider these key elements to ensure successful consultations:
• Active listening: Pay close attention to the guest's responses
and concerns to tailor the treatment accordingly.
• Empathy and understanding: Show empathy towards the
guest's needs and preferences.
• Knowledge and expertise: Demonstrate expertise in spa
treatments and their effects.
• Customization: Tailor the treatment plan based on the guest's
preferences, health considerations, lifestyle, pre and post care
routines, and desired outcomes.
• Communication: Clearly explain the treatment options,
procedures, and expected outcomes to the guest.
• Confidentiality: Ensure the guest's privacy and confidentiality.
• Professionalism: Maintain a professional demeanor and
environment, building trust and confidence.
• Follow-up: Ask any additional questions or clarifications,
ensuring the guest's satisfaction with the treatment plan.
As guests follow the treatment plan and experience positive
changes in their skin, their therapist will become their trusted expert
in skincare, increasing repeat business. Establishing the guest’s
history with skincare, health history, known contraindications, and
current skin health goals will help determine the best course of
treatment. Performing a proper skin analysis and discussing the
guest’s unique concerns along with professional observations are
essential to optimizing results. Sometimes the service booked may
not be the best option. Being able to confidently and properly pivot
treatments will help customize their plan, providing great results
and increasing revenue.
By Candice Nusbaum
Director of Education, Circadia by Dr. Pugliesse
www.circadia.com
www.spawellnessmexico.com 67