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PRODUCT NEWS
Spa sector losing bookings through poor handling of customer enquiries - survey
17 Dec 2013 . BY Martin Nash
Only six per cent of spas ask potential clients making a telephone enquiry what benefits they want from a treatment /
Only six per cent of spas ask potential clients making a telephone enquiry what benefits they want from a treatment
According to a new survey by Leisure-net Solutions, only six per cent of spas ask potential clients making a telephone enquiry what benefits they want from a treatment and only 13 per cent are asked if they would like to make a booking.

The Spa call-Focus™ survey, which assesses and scores all aspects of a spas' telephone enquiry services against industry standards, tested a sample of 15 UK day spas by calling them three times over a seven-day period in October 2013.

Although no one asked the researchers if they had visited the spa before, 65 per cent answered the phone within five rings or less, eight out of 10 used the name of the spa in the greeting and almost two thirds showed interest in the caller.

More than half scored under 60 and the average score was 52 per cent, based on specific spa service criteria.

Leisure-net managing director, Mike Hill said: "Learning what they're doing right and - just as importantly - what they're doing wrong with telephone customer service is a crucial element of the day spa industry's success.

"Despite the boom in digital communications it is still the humble phone that people usually reach for when making their first enquiry - typically more than 40 per cent of enquiries are made this way, so it pays to get it right."

Lesley Aitken, founder of sales and training consultancy, Nurturing Skills, which has a focus on spas, said: "Picking up the phone to call a spa is a big deal for prospects. Research shows that the vast majority of people only contact one or two spas before deciding which one to visit, so the impression staff make on the phone is vital.

"We checked the quality of UK day spas' call handling with Spa call-Focus and found there's still a lot of work to be done. Only six per cent focused on the callers' needs and wants, many showed a lack of interest and enthusiasm, directing callers to a brochure instead of communicating directly on the phone, and there was a general lack of encouragement to make a booking.

"Answering the phone is not difficult, but identifying customers' needs, asking the right questions, overcoming concerns, providing the right solutions, connecting and building rapport, and planning and closing the appointment is not so straightforward.

She added: "Thousands of sales are lost every year in our industry by poor handling of telephone and email enquiries and this need not be the case."
PRODUCT NEWS
Elemis’ first standalone store to open in London’s Covent Garden
British spa and skincare giant Elemis is making a grand entrance into London's retail scene, handpicking Covent Garden's Seven Dials for its inaugural standalone store.
Myndstream teases new breathwork series in collaboration with Grammy Award winner Peter Kater
Freddie Moross, founder of wellness music provider Myndstream, has announced plans to launch Spiritus – a brand new breathwork series by Grammy Award-winning musician and composer Peter Kater – onto the company’s music streaming service, The Stream.
Full Balance reveals all-natural reflexology board
Austrian-based Full Balance has created a Big Foot massage board for communal spa areas which guests stand on to "closely mimic the experience of professional reflexology treatments".
Scottish spa industry to gather at first-ever Spa Life Scotland event
Industry event organisation Spa Life is gearing up for the first-ever Spa Life Scotland Convention, due to be hosted at the Radisson Blu Hotel in Glasgow from 28-30 April.
We Work Well organises annual pre-ISPA charity hike in Scottsdale
We Work Well founders Monica Helmstetter and Lucy Hugo have called on ISPA members to join their annual SpasPushingLimits charity hike in Phoenix, Arizona, on 22 April.
MyEquilibria combines art and outdoor exercise
"We summarise what we do in two words – functional art," says Gian Luca Innocenzi, CEO and founder of MyEquilibria, which specialises in high-end outdoor exercise equipment.
Sothys launches pro-ageing Sun Range
French spa brand Sothys has developed the Sun Range to protect the skin against sun damage.
Bioline Jatò unveils revamped Primaluce Exfo&White line and facial
Bioline Jatò has reformulated its Primaluce Exfo&White skincare line, 30 years after it first launched.
Gaia Skincare expands presence in UK and Europe with four new spa accounts
Spa and wellness brand, Gaia Skincare, has announced it’s collaborating with another four spa partners in the UK and Europe.
Immunocologie strikes up partnership with Satteva Wellness Group
NYC-based lifestyle, spa and skin science brand Immunocologie Skincare has embarked on a strategic collaboration with Satteva Wellness Group, marking its foray into the Latin American market.
Myndstream partners with SleepScore Labs to reveal hidden power of spa treatments in improving sleep
Global wellness music provider Myndstream has released the second episode of its new educational content series Mastermynds, in partnership with Universal Companies.
Art of Cryo's 12-person cryochamber breaks four world records
Cryotherapy supplier Art of Cryo has created a new 12-person walkthrough cryotherapy chamber at Cryo Center Coolzone Madeira, claimed to be the largest cold therapy treatment experience in the world.
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COMPANY PROFILES
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As a cancer survivor, I started Immunocologie to promote skin health, and to do that, I made sure ev [more...]
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28-30 Apr 2024

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08-08 May 2024

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Hotel Melià , Milano , Italy
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Uniting the world of spa & wellness
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News   Products   Magazine   Subscribe
PRODUCT NEWS
Spa sector losing bookings through poor handling of customer enquiries - survey
17 Dec 2013 . BY Martin Nash
Only six per cent of spas ask potential clients making a telephone enquiry what benefits they want from a treatment
According to a new survey by Leisure-net Solutions, only six per cent of spas ask potential clients making a telephone enquiry what benefits they want from a treatment and only 13 per cent are asked if they would like to make a booking.

The Spa call-Focus™ survey, which assesses and scores all aspects of a spas' telephone enquiry services against industry standards, tested a sample of 15 UK day spas by calling them three times over a seven-day period in October 2013.

Although no one asked the researchers if they had visited the spa before, 65 per cent answered the phone within five rings or less, eight out of 10 used the name of the spa in the greeting and almost two thirds showed interest in the caller.

More than half scored under 60 and the average score was 52 per cent, based on specific spa service criteria.

Leisure-net managing director, Mike Hill said: "Learning what they're doing right and - just as importantly - what they're doing wrong with telephone customer service is a crucial element of the day spa industry's success.

"Despite the boom in digital communications it is still the humble phone that people usually reach for when making their first enquiry - typically more than 40 per cent of enquiries are made this way, so it pays to get it right."

Lesley Aitken, founder of sales and training consultancy, Nurturing Skills, which has a focus on spas, said: "Picking up the phone to call a spa is a big deal for prospects. Research shows that the vast majority of people only contact one or two spas before deciding which one to visit, so the impression staff make on the phone is vital.

"We checked the quality of UK day spas' call handling with Spa call-Focus and found there's still a lot of work to be done. Only six per cent focused on the callers' needs and wants, many showed a lack of interest and enthusiasm, directing callers to a brochure instead of communicating directly on the phone, and there was a general lack of encouragement to make a booking.

"Answering the phone is not difficult, but identifying customers' needs, asking the right questions, overcoming concerns, providing the right solutions, connecting and building rapport, and planning and closing the appointment is not so straightforward.

She added: "Thousands of sales are lost every year in our industry by poor handling of telephone and email enquiries and this need not be the case."
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PRODUCT NEWS
Elemis’ first standalone store to open in London’s Covent Garden
British spa and skincare giant Elemis is making a grand entrance into London's retail scene, handpicking Covent Garden's Seven Dials for its inaugural standalone store.
Myndstream teases new breathwork series in collaboration with Grammy Award winner Peter Kater
Freddie Moross, founder of wellness music provider Myndstream, has announced plans to launch Spiritus – a brand new breathwork series by Grammy Award-winning musician and composer Peter Kater – onto the company’s music streaming service, The Stream.
Full Balance reveals all-natural reflexology board
Austrian-based Full Balance has created a Big Foot massage board for communal spa areas which guests stand on to "closely mimic the experience of professional reflexology treatments".
Scottish spa industry to gather at first-ever Spa Life Scotland event
Industry event organisation Spa Life is gearing up for the first-ever Spa Life Scotland Convention, due to be hosted at the Radisson Blu Hotel in Glasgow from 28-30 April.
We Work Well organises annual pre-ISPA charity hike in Scottsdale
We Work Well founders Monica Helmstetter and Lucy Hugo have called on ISPA members to join their annual SpasPushingLimits charity hike in Phoenix, Arizona, on 22 April.
MyEquilibria combines art and outdoor exercise
"We summarise what we do in two words – functional art," says Gian Luca Innocenzi, CEO and founder of MyEquilibria, which specialises in high-end outdoor exercise equipment.
Sothys launches pro-ageing Sun Range
French spa brand Sothys has developed the Sun Range to protect the skin against sun damage.
Bioline Jatò unveils revamped Primaluce Exfo&White line and facial
Bioline Jatò has reformulated its Primaluce Exfo&White skincare line, 30 years after it first launched.
Gaia Skincare expands presence in UK and Europe with four new spa accounts
Spa and wellness brand, Gaia Skincare, has announced it’s collaborating with another four spa partners in the UK and Europe.
Immunocologie strikes up partnership with Satteva Wellness Group
NYC-based lifestyle, spa and skin science brand Immunocologie Skincare has embarked on a strategic collaboration with Satteva Wellness Group, marking its foray into the Latin American market.
Myndstream partners with SleepScore Labs to reveal hidden power of spa treatments in improving sleep
Global wellness music provider Myndstream has released the second episode of its new educational content series Mastermynds, in partnership with Universal Companies.
Book4Time unveils enhanced day and resort pass functionality
Book4Time has announced the launch of Day & Resort Passes on its award-winning platform to help hotels and resorts drive staycation business.
+ More products   
 
COMPANY PROFILES
Immunocologie® Skincare

As a cancer survivor, I started Immunocologie to promote skin health, and to do that, I made sure ev [more...]
+ More profiles  
CATALOGUE GALLERY
+ More catalogues  

DIRECTORY
+ More directory  
DIARY

 

28-30 Apr 2024

Spa Life Scotland

Radisson Blu Hotel, Glasgow,
08-08 May 2024

Hospitality Design Conference

Hotel Melià , Milano , Italy
+ More diary  
 


ADVERTISE . CONTACT US

Leisure Media
Tel: +44 (0)1462 431385

©Cybertrek 2024

ABOUT LEISURE MEDIA
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