I was in the waiting room at out local beauty therapy clinic last week (my daughter was in having a treatment – I am already pretty enough) when a young guy walked up to the front counter and said to the receptionist:
“I want to get something for my girlfriend as a surprise”
Quick as a flash the receptionist said:
“Most people get the 60 minute massage voucher – its $60”
The young guy did not seem overly enthusiastic but decided to go ahead and buy the 60 minute voucher – he then paid, took his voucher and left.
Nothing unusual so far – however – as my brain started to process what just happened – I could not help but grab a copy of the clinics list of services and was interested ( but not particularly surprised ) to see that the 60 minute massage was close to the lowest priced item on the list.
On the clinic brochure I saw some great massage and facial combination sessions, mud baths, stress buster packages, pamper packages and a range of great sounding sessions – of much higher price than the 60 minute massage session.
Now I am not saying that the receptionist should have immediately offered the highest priced item – but she should have at least asked the young guy a little more about what he wanted and guide him a little to the correct decision.
As it stood I could only see a situation where “everyone loses” – by that I mean:
– The beauty clinic loses because they may have been able to earn more income and fill more of their appointment book with a longer session. There is also a greater chance of the new client becoming a regular customer if she gets to experience more of the clinics services at one time – instead of just the massage service.
– The guy loses – because – even though he is doing a sweet thing – he has been denied the opportunity to “really impress” his girlfriend with a great and memorable experience – instead of a stock standard 60 minute massage.
– The girlfriend loses – because even though she gets a nice massage – she may have really loved a full “pamper package”.
This situation is happening in health businesses all over the world every day – and it is clear to see that the lack of effective front desk scripts and skills can seriously impact on your business success and your client’s progress.
If you are interested in finding out more about effective front desk systems and scripts then make sure you register for my FREE “Practice Acceleration Program” webinar.
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