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Upselling

Creative Seasonal Add-ons Keep Customers Coming Back All Year Long

Trips to the spa are a client’s favorite way to nurture themselves from external stressors, regardless of the season. Whether life has them down, they need an escape, or they just want to celebrate the weather, aesthetic and spa services are the perfect, nurturing treat. Make sure spa offerings reflect what is en vogue, in-season, and weather sensitive.

The Art of Selling in the Spa: How Healthy Retailing Feeds Your Business

Once upon a time, professional skin care thrived upon mystique. Experts who called themselves facialists and aestheticians were great at keeping secrets – it was their stock in trade. They applied mysterious products to the client’s skin with the authority of true ritual, commanding that they return frequently to produce lasting effects. This was back in the day of heavily perfumed creams, a profusion of French-sounding brand names, and glitzy pink and gold packaging.

The Irrelevant Price Tag | How to effectively sell high-end skin care products

Written by Douglas Preston, L.E., president of Preston Skincare
The Irrelevant Price Tag | How to effectively sell high-end skin care products

Oh no! Your spa just introduced a brand new line of treatment products that you are expected to sell to clients. That is great, but look at those retail prices! They are higher than anything the spa previously carried. You have built up the confidence to sell your existing lines for facial customers, but what will they say when you show them new products that can cost almost twice as much?

Add-ons and upgrades to increase your bottom line

It is the little things in life that make us happy – and a lot of little things can mean a lot of extra money for your spa! Think about it, airlines and credit card companies have been using add-ons and upgrades to bring in extra bucks for years. Consumers think they have just saved themselves a ton of money on great airline tickets, so they decide to check their bag for $25, purchase an in-flight meal for $15, and have a cocktail for $10. All of a sudden all those savings are adding right back up. But the airline does not let their spending go unnoticed; loyal and frequent fliers are treated to perks all the time. There are few things that make me happier than hearing a customer service representative say to me, “Ms. Sarfati, you have been upgraded!” Suddenly, all the money I have spent in the past has been worth it and I am more than happy to be a loyal customer. The same can ring true in your spa. There are many ways that upgrades and add-ons can turn your client’s experience from ordinary to extraordinary.

Spavolution: The Completion of Every Service

When asked to write this article, I requested permission to speak from a personal point of view, not only because as a makeup artist being all-inclusive resonates deeply with me, but because I have personally experienced distinct changes in my perception about the subject matter — which is at the very core of my existence as a professional. The topic is offering makeup in the spa, but the real subject is being all-inclusive.

Traditional and Creative Add-On Treatments that Boost Business Revenue:  Think Outside the Mask!

You offer a great selection of massage, skin care, and spa services in your business; but you are missing out if you do not also offer an array of add-on specialty treatments for your clients. You can add an assortment of new aesthetic and spa services to your basic offerings that will provide an added value to your spa menu. Add-on treatments will effectively boost your business’ revenue while allowing you to work effectively – creating more balance in your life. You will also enjoy new retail opportunities, as many services go hand-in-hand with product sales. Add-on treatments may even intrigue your clients to try and take advantage of a completely new service. With all of the available possibilities, you can stay traditional with the basics or get creative with a variety of different treatments.

It is time to consider adding a valuable new skin care service for your aesthetics clientele with specialized treatments featuring low level laser therapy (LLLT). This clinically proven and effective form of light therapy has been around for over 35 years and is now being used for many treatment modalities in salons, spas and wellness centers around the world.

10 Things About... Retail Reality: 10 Easy Ideas to Improve Your Results

Aesthetics is a wonderful and rewarding career but, as many experienced professionals know, it is not one where growth and security is a sure thing. It takes much dedicated hard work and patience to finally see a busy schedule of reliable clients. In the meantime, and certainly after you are in regular demand, you will need to deepen and widen your customer relationships to avoid loss of interest and, ultimately, business. Skin care and makeup product sales are possibly the best and most profitable way for you to protect the trade you have earned.

Steps to Selling Series

There is a saying in business that nothing happens until someone sells something to somebody. If this is true, no business can be successful, or even survive, unless all efforts are directed at serving the people who do the buying – the clients. Unfortunately, where many aesthetic professionals fail is by not thinking of themselves as skin care technicians and salespeople.
It is important for you to put your time and energy in the treatment room into giving the client the best in skin and body care, but once you have them hooked on your services, do not risk not retaining them by your lack of series sales.

Compliment Traditional Aesthetic Services with Quick, Easy Add-On Treatments

Compliment traditional aesthetic services with quick and easy add-on treatments. By doing this, you can show your clients new treatments they might not have experienced before - all while adding a few extra bucks to your day's progress. Below are a few examples for you to try in your practice!

Becoming a Super Spa

Are you experiencing growth or is your practice or spa maintaining an internal status quo that actually puts it at risk for extinction? By expanding your menu of services, you can stay competitive – and even take a lucrative step ahead of the pack.
According to the 2008 Global Spa Summit in New York, "The global spa economy is estimated to be over $250 billion." And in spite of the economic downturn, the industry continues to grow at a breakneck pace.

Enhancing Body Services

In an ever changing profession, each day brings a new type of product, service, and treatment protocol. Body services have grown with increasing popularity, and not just for simple relaxation purposes, but for overall health and wellness benefits as well. Body services include: Wraps for detoxification, firming, and toning; Exfoliation; Cellulite reduction; Skin smoothing and softening; Scrubs; salts, sugars, loofahs, brushes, and shells; and massages - generally limited in the aesthetics profession to the application of beneficial ingredients to the body in order to improve the condition and beautify the skin.
All of this is information that you already know…

Do Not Sell Home Products to Your Clients!

Most practitioners of skin treatments, (and I include doctors as well as aestheticians), are lousy salespeople. The reason being: People, who truly want to change a skin, thus change a life, are passionate about their work and often do wonders in the privacy of the treatment room. This is an “art” and like most artists, these types of people fear rejection. Rejection can be in the form of a client saying “no,” after a treatment, when the client is asked to buy the home products recommended, to which they often respond, “No, I have just spent $300 dollars on products at the store and I want to use those first!”

Mastering the Art of Visual Merchandising

How do retail stores entice you to enter their doors and linger over their shelves full of irresistible products? Visual merchandising is a skill that department stores, shopping malls, and chain retailers have spent many years perfecting. Retailing and merchandising is an important part of your overall business plan and it will dramatically increase business profitability at your skin care center, salon, day spa, or medical spa. Lauren Gartland is the president of Inspiring Champions, a business training and coaching company specializing in the beauty industry. Gartland, along with Salon Spa Cash Flow expert Gary Ahlquist, regularly advise business owners on how to instantly boost their profits with retail.

Rock the Retail: Pumping up Scales Facilitates Home Care Success Stories

 

Most of us know the advantages of selling retail products well, so for the sake of argument let us look at the dark side of not selling our clients their home care products. In other words, what are the consequences of our failure to play the role of expert in recommending products for the day-to-day maintenance of our clients skin?
First, clients will end up buying department store products, drugstore, or infomercial brands. Not only will these products typically under-perform, they will generally not be suited to our client's skin type or needs, and thus, will fail to provide proper results. Our client will become frustrated.

Upselling Skin Care and Aesthetic Services

The true value of a product can only be determined by the consumer, however it takes a passionate advisor to present the benefits and features of a product that establishes the worth. Think about it.
The rule of sales states it is better to have 100 satisfied customers than 1000 prospects! More sales are made with friendship than with salesmanship. This and another old business adage says “All things being equal, people want to do business with their friends” and if you have fostered your skin care business to care and help people, garnered trust based on your skills, personality, and client follow through - 


The true value of a product can only be determined by the consumer, however it takes a passionate advisor to present the benefits and features of a product that establishes the worth. Think about it.

The rule of sales states it is better to have 100 satisfied customers than 1000 prospects! More sales are made with friendship than with salesmanship. This and another old business adage says “All things being equal, people want to do business with their friends” and if you have fostered your skin care business to care and help people, garnered trust based on your skills, personality, and client follow through - you already have the most powerful sales and service means available now to increase sales for your business. It is estimated that more than 50 percent of sales are made and business relationships are kept because of friendship, personal, or professional.

Increase Your Service Dollars by Add-ons and Upgrades

Sinking down into the soft Frette sheets for my one hour signature facial, I relinquish all my worries to Anna, my aesthetician. After a thorough cleansing, she begins to analyze my skin and says, "Ms. Hanson, would you like me to clean your brows. It is only $10?" "Of course yes, thank you, I reply." And as her hands touch my skin, she recommends that I add on the collagen-fleece mask for an additional $25 to take care of my dehydration issue, and I say, "Great." Here is a classic example of an upgrade and an add-on, so well done that "it did not hurt a bit."

 
 


Sinking down into the soft Frette sheets for my one hour signature facial, I relinquish all my worries to Anna, my aesthetician. After a thorough cleansing, she begins to analyze my skin and says, “Ms. Hanson, would you like me to clean your brows. It is only $10?” “Of course yes, thank you, I reply.” And as her hands touch my skin, she recommends that I add on the collagen-fleece mask for an additional $25 to take care of my dehydration issue, and I say, “Great.” Here is a classic example of an upgrade and an add-on, so well done that “it did not hurt a bit.”

Upselling takes a service and increases its value. By taking a one hour facial and upgrading it to a one and a half hour Ultra Copper Firming Facial, you have increased the ticket value from $80 to $110. (The term “upsell” and “upgrade” are used synonymously).

 
 


Upselling and add-ons – a challenging subject to talk about even in the best of times. But here we are in the middle of an economic crisis, so you must be asking yourself how we could possibly consider this a reasonable topic when you are just happy you are able to sustain your clientele. Many of you are probably thinking there is no way you would jeopardize that relationship by asking the client to spend more money. All of which are perfectly reasonable thoughts and questions. However, I will ask you to put them in a box briefly, clear your mind, and be open to consideration for just a moment.

Let me give you an example of an effective suggestion that happens millions of times, everyday, all around the world. You go to your favorite restaurant; you sit down, and look over the menu. Your server comes to the table and takes your order, you tell him what you would like and he confirms your order then says, “Would you like a salad with that tonight, or can I interest you in a glass of wine?” A perfectly harmless question, that was neither painful nor offensive. At worst you say “No, thank you.” At best, he just enhanced your dining experience, increased your bill, and ultimately his tip. Job well done!

Add-ons for Your Summer Services

Summertime can be a wonderful opportunity for spa therapists and technicians to become busy with summer-inspired upgrades to treatments. By combining your awareness of your client’s needs and preferences with knowledge of the products you offer, you can easily “up sell” a treatment. You help a client decide to purchase a little extra something or “upgrade” a level before starting the treatment. It does not have to be a major change, just an adjustment to the plan.
In some areas, summers tend to be a slower season, mostly due to the migration north of those spa clients who are snowbirds.

 

Is your goal to be an expert in your field? Do you want to provide services that your clients can’t duplicate at home? If you answered yes, it’s time to break into the world of machines in the field of aesthetics practice, and harness these new trends to foster a competitive advantage.
Machines can ramp up your services and provide a level of results not otherwise possible through a conventional, non-machine facial. Many of the new technologies today are developed to not only have benefits inherent to their respective capabilities, but also to penetrate targeted active ingredients deeper into the skin, allowing better absorption of your skin care products.