by William Johner

I make it a point every quarter to walk the floor of our business, imagining I am a sugar wax client. At every step I think about the experience, the service, the deportment. Years ago, one of the things we notices was clients will rebook 20-25 points higher if they rebooked directly with their service provider. At first we through this should occur in the rooms. But we wanted the functionality of staff showing clients applicable products. We have an amazing line, Skin From Scratch. It was important to have it featured prominently within our franchise “Spa Science”

It wasn't long and we realized we need a dedicated station for the rebook and product sale feature. The way we express to rebook clients is never in the form of a yes no question. So never “would you like to rebook?” Instead: “Are you typically for five weeks?” “Do Tuesdays usually work for you.” 

The relationship of between sugarist and sugar waxing client cannot be overstated. We recognized the value in relationship as it pertained to sales and client retention. It's important to correctly and effectively build this relationship in a way that benefits both the client and the sugarist. I'll always walk the floor to find these answers. All spa franchisees should do the same!