Why Clients Buy from You
How many clients do not return after their first massage and never tell you why? How many potential clients opt not to book because of frustrations when trying to make an appointment? How many clients walk through your doors feeling uninformed and anxious? This presentation will feature a discussion on market research on the expectations of spa clients, from the first call to the moment they exit the spa following the treatment and address the elements that clients mention most often as enhancing or detracting from their massage experience. You will learn why clients choose one spa experience over another and various quality assurance tools that you can apply to track and positively infulance the clients experiences including client surveys, individual supervision, group discussion & staff meetings, mystery shopping and more. Jessica will explain how to create a quality matrix that can be used to test spa staff members and provide objective criteria to aid in growth and improvement.
Jessica has been a Massage Therapist since 2006 and currently works as Spa Director for Coyle Hospitality Group. Coyle Hospitality Group provides market research and quality assurance programs exclusively for the hospitality industry. Jessica graduated from Boston University in 1998 with a Masters in Social Work. Prior to starting with Coyle Hospitality Group Jessica was an Employee Assistance Professional and provided corporate trainings, management consultations, and counseling services for over 50 companies in New England, USA.