Spa training is typically focused around delivering treatments and building a deep product knowledge, so teams can upsell.
While these two capabilities are essential for running a profitable spa, they fail to maximise revenues. This is because many spa staff lack the interpersonal skills needed to develop relationships, understand client needs and position themselves as a trusted advisor.
This is not a criticism, simply a reality. How can a 20-year-old straight out of training be expected to have the skills and emotional awareness to connect with a client who could be twice their age and from a different socio- economic background or culture?