We Buy What We Want, Not What We Need

posted in: Industry News

Q. When a salon offers different treatments, doesn’t have specialization, is open since 30 years, how you can discover what they want? Could be an idea to give them a schedule to fill in, answer about specific question and discover their desires?

Thanks,
Laura – Spa Hub Student

My reply to Laura was:

Yes, we do buy what we want, so we need to find out what that is from our clients. Do a questionnaire or even a customer appreciation evening and ask them for feedback. Sometimes I think we forget to simply talk to people/our clients. I added this You Tube video to the course this morning just in case you didn’t see it.

Do a report looking at the most sold down to the least sold treatments. Discuss with the therapists/reception what they do and don’t like about the highest and lowest sold treatments, then re-introduce the less sold treatments and get the clients interested and the therapists re-energised.

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