Services
3 benefits of Himalayan Salt Stone massage
Deeply relaxing, healing, detoxifying, anxiety relief, grounding, balancing, 84 essential minerals, light exfoliation
3 sentence greeting for every phone call
Thank you for calling Hand & Stone in Avery Ranch.
This is (your name) speaking.
May I ask who I'm speaking with?
# of minutes of hands-on time in a facial
50 minutes
"I can't afford it."
"Here's what's nice about it. The first payment isn't for 30 days and we can waive the $40 enrollment fee. You pay nothing today AND you are saving by joining the program - $40 on the next visit alone!"
"Remember there is no commitment. You're in charge so only you decide how long you remain a member. We think you'll see it is a small investment to make in yourself."
"Your money is never wasted. Your services roll over and there are so many ways to use them if you miss a month or two."
Mention rewards points, they will earn free services with every dollar they spend.
Offer new member coupons during pitch "Sign up today and I'm going to send you home with $50 in coupons."
What the monthly payment can be used for...
a 50 min massage or facial, upgrades and enhancements,
Type of stones used in a Hot Stone massage
Smooth, heated, Basalt river stones
5 Questions
1. May I have your name?
2. How are you today?
3. Are you a member with us?
4. Have you been to Hand & Stone before?
5. Will you be coming in on a gift card?
How many locations does Hand & Stone have?
Over 400 locations nationwide and we have locations in Canada!
"I'm just using my gift card."
"No worries. You can still use your gift card as a member and, in fact, that gift card will be worth so much more. Members receive special pricing - up to $40 off each service!"
"Join today and I can change today's appointment to member price. Since your gift card is at regular price, that will leave a $40 balance on your gift card to spend on yourself later!"
Where can I use my packages?
Nationwide at no additional cost.
3 introductory offers for a New Prospect
50 min Swedish, 50 min Hot Stone, Signature Facial
Describe how we choose which time/therapist to recommend to a client making an appointment.
Left to right, top to bottom, First Available!
What is the name of our logo?
Stoney
"I have to talk to my spouse."
"I completely understand; we do the same in our house. Here's what's nice about it - the first payment isn't processed for another 30 days and you can take advantage of no enrollment fee today. Let's get you started. I will send you home with all the details, this way when you talk to your spouse, you can share everything about the program."
"Let's have them come in as your guest; they will receive member pricing. Show them why you love it so much."
What can points be used for?
4000 upgrade to a hot stone massage or exceptional facial
7000 get a 50 min massage or facial
9000 get a 50 min hot stone or exceptional facial
5 steps of a Classic Signature Facial
1. deep pore cleanse, 2. exfoliation, 3. skin analysis, 4. extractions, 5. restorative treatment mask
EVERY phone call should include...
Connection; use client's name; offer a facial; offer an upgrade; book an appt or get a lost lead; if unable to book, add to waitlist; CC #; new check in policy
What year did our location open?
2013
"I don't come often enough."
"The program is extremely flexible. A lot of our members build up their services and come in for a spa day and use two or three pacakges at once for a day of pampering. You can use them for a massage OR facial and we are constantly adding new services!"
"You can also transfer your services to a friend or family member for only $10 each."
How do I cancel?
The month to month is flexible and allows any member to terminate with just 30 days notice and 1 final payment.
3 benefits of Decompression Therapy
Stimulates white blood cells, localized healing, increases circulation, reduces pain and inflammation, detoxifying
How to execute a lost lead...
1. "I am so sorry we are unable to accommodate you! Can I get an email address so I can send you a coupon?"
2. Lost Lead folder in appt email, choose member or nonmember, send email!
Describe a Dermalinfusion.
3 - in - 1 treatment, exfoliates, extracts, infuses, 4 condition-specific serums
"No."
"Do you have any questions I can answer?"
"What part of the program isn't a good fit for you? I'm sure I can find a solution!"
"Do you mind if I ask what is holding you back?"
How are points earned?
500 for becoming a member
5 for every dollar spent on services, products, and gift cards
50 points for booking an appt online
50 points for pre-booking an appt
1000 points for referring a friend