Moments That Matter - A
This step is paramount in showing our professionalism and extending a $200 exoerience client welcome!
Loation Cleanliness
What should you do prior to the arrival of a new guest?
Check notes to be prepared!
Service Provider post session hand off scripting sounds like?
Client Name, I would like to see you back in (3 weeks for a 90 minute session so we can keep working on your lower back). A great addition woould be the Enhanced Muscle Therapy we talked about during your session.
Sales Associate Name, will help you schedule your next session. It was so gret meeting you and I can't wait to continue helping you with your wellness concerns!
These are added to MEEVO after every client call or in person interaction. What are they and why?
Notes
They allow for continuity in service and sales interactions and our best performance.
Sales Associate Last Impression Scripting sounds like?
I am so happy that you are making self-care a priority, an with regular (massage), you won't have to worry about (the limitatins with your neck and shoulders and can focus on your soccer game!)
This shows value the client's business and relationship!
ME Branded thank you notes!
What is the favortite sound to te ears of most people? Hint, it gets their attention!
Their Name!
Moment 11, The Last Impressison:
Express optimism and encouragement toward their wellness journey.
Shake the New Guest's hand and offer a mint.
Walk the New Guest to the door, open the door to say goodbye.
The 12th Moment! Guest Follow Up! Includes:
Sned a Thank You note.
Sales Associate follow ups for the first 7, 30, 60, and 90 days tp communicate ture need, and tie in wellness goals.
Create opportunity for dialogue so you can ask any ways dyou cn support them to rebook.
Utilize the Guest Prioritization Report for callbacks
Moment #12, New Member Follow up Includes:
Sales Assocaite follow up for the first 7, 30, 60, and 90 days after enrolling.
Send Thank You Note with enhancement offer/card.
Create oppoortuinity for new member to ask about any questions they have.
How do we as associates demonstrate our professionalism?
Uniforms
Name Tags
What is IMPERTIVE in the Pre-Chat?
Areas of Consent!
Emergency button!
What do the letters in CARE represent?
Connect
Ask discovery questions (open ended)
Make Recomendations
Encourage the heart
These are Bet Practices in Moment #9, Recommending The Wellness Program!
Ues the Membership Job Aid Placemat
Customize the approach
Don't overlaod the GUest with information
Recommend Wellness Program with all opportunites
Stay POSITIVE regardless of outcome!
Acknowledge Hesitatitation by showing empathy and concern, Asking questions that remind the Guest of their True Need, Using a connection statement to highlight hiw routine sessions may help with their True Need, ans redirecting the conversation back to the Wellness Program by using a feature and benefit that matches their hesitation are all part of what?
Assuming The Sale!
In all interactions, how do we show we are interested in understanding the clients' true need?
Open Ended Discovery Questions!
This demeanor helps determine a clients true need.
What is have a natural conversation and show empathy?
While the Guest is getting redressed, the Service Provider can:
Connet with the Sales Associate to review in-session findings.
Bring any suggested retail products for home care up to the Front Desk for the Sales Assicaite to foll up.
This is IMPERATIVE to manage client expecations during session!
Call start and end time!
While the Guest is in Sesson, the Sales Associate can:
Review the New Guest Log information ro prepare for the Post Chat and Recommending the Wellness Program.
Chat with a peer to anticipate and practive any possibe objections.
When concluding booking over the phone, what is the very improtant last step to make sure it happens on time and is great experience?
Confirm the location address and/or general area!
How do we wrap up a Pre Chat?
Consulttation time
Disrobing guidelines
Music Volume
Table Settings
Pressure Preferences
Open Communication
The Post Session Handoff Must Include these:
Frequency of Visits
Length of Service(s)
Recommended Retail for Home Care
The Pre-Session Hand-Off should include these elements.
Find the service provider, relay information, review expecations.
Assist with room flipping if possible.
Service Provider should shake hands with the guest.
In all of our Moments That Matter, what are we trying to solve for our Clients?
The TRUE NEED!