Lingo
Instead of "Prospect", we say...
Guest.
True or False? I can move a guest block to book a member, as long as they're a request.
FALSE!
I don't make decisions without my spouse.
Objection.
C stands for.
Customize the session.
This is what the National Reciprocity section states.
You may use your Wellness benefits at any Massage Envy location nationwide as long as you are an active member.
We don't call it a bed, it's a...
Table.
The best way to discover a client's gender preference when booking is
Using pronouns to indicate the therapist's gender. (Never ask gender preference directly!)
Can I take some information with me?
Stall.
N stands for.
Name of the service provider.
This is what the accrual section states.
Your Wellness Benefits accrue monthly and are available to you as long as you are an active member.
Instead of contract, we say...
Wellness Agreement.
Hit us with your best phone greeting!
Example: "Thank you for calling Massage Envy Old Town, this is Lauren! Can I book you a massage, facial, or both?"
(must include location, FDA's name, and an offer to help)
I would like to think about it.
Stall.
T stands for.
Tour of your location.
This is what the wellness agreement states is necessary in order to cancel within the initial term.
If you happen to move more than 25 miles away from any Massage Envy location or you have a medical reason that prevents you from continuing to receive services, you may cancel this agreement by providing written proof of relocation or medical reasons for cancelling to us, your home location.
Never say masseuse, use this word instead...
Massage Therapist.
The 4 pieces of information you need to gather when booking an appointment are :
Name, Phone Number, Credit Card, Info/Notes about their needs
I can't afford it.
Objection.
B stands for.
Breakdown of session time.
This is how often you are able, as an active member, to transfer services to the same person.
Once every six months.