Spa Management: Catering to High End Clients

Aestheticians who own or manage a spa understand the importance of high maintenance clients.  These clients are the spa equivalent of the “whales” that the Las Vegas casinos treat with tender loving care.  Wealthy clients tend to be high maintenance clients, in that they spend more money with the spa and therefore usually expected to be treated as VIPs at the spa, and they are very important people.  

Of course most would say that all clients are very important.  True, but spending extra time with those who spend more money in the spa, those who contribute more to paying the overhead and finally bringing in that amazing profit that helps to build up the nest egg, save for rainy days, and put your twins through college someday, well…a little extra patients and tender loving care sure can’t hurt.

Professionalism Is Always Important

Professionalism is always important, and it is doubly important with the high end client.  They can change their minds at the drop of a hat and take their business to your nearest competitor or to the new spa across town, so go the extra mile. To start with, make sure that your best towels, robes, slippers, and linens are available for their use.  In fact, having an extra special set of towels and other items like that which come into contact with the client that are the finest you can possibly afford, saved back for these VIP customers, could  help to seal that positive impression you are trying so hard to instill in them.

Take A Cue From the Service Industry Giants

Next take a look at the services that these clients tend to purchase.  Are they away of every service that you have available?  Have you offered them advice on other esthetic services, or any other services your spa may have available that would be right for them?  Even if you are dealing with a celebrity, a well to do business woman or the wife of a multimillionaire, you can still take a cue from McDonald’s and all of the other fast food giants who have their employees say “Would you care for fries with that?”  

Suggestive selling of services begins with making the client aware that the services are available, and then reminding them of those services on the next visit.  If you client has a twice a week massage and a weekly manicure, then suggest a weekly facial to go with those services in order to get the whole package.  These are not clients you’ll have to worry about price with, so just go out of your way to make them feel special and let them know what other services are provided and you’ll be positively impressed by the increase in your own bottom line.