Working at Nature’s Spa
I’m going to take you on an imaginative journey where you work at Nature’s Spa, and you have just answered the phone at the front desk.
“Hello, thank you for calling Nature’s Spa, how can I help you?
Caller: Hi, I was hoping to talk to someone about getting a gift for my wife.
Certainly, did you have a specific service in mind?
Caller: No, I just wanted to get her something so she can relax and feel good and wondered what you recommend.
Is this a celebration or is there an overarching reason for the gift?
Caller: It’s for her birthday.
Oh wonderful, when is her birthday?
Caller: It’s today.
Oh okay, well, we have several packages that make perfect gifts, giving her enough time and attention to relax and feel thoroughly cared for; our most requested being our Tranquility Spa Package which includes the best of all we have to offer. She’ll be the center of attention due to the length and complexity of the services and will enjoy a scrub, wrap, salt soak, massage and facial, along with a cheese and fruit plate and a beverage of her choice.
Caller: That sounds great! Do you have anything available today?
No, unfortunately we are fully booked for packages, especially that one which takes over 4 hours and 3 therapists to perform. Might I suggest purchasing a gift card for the Tranquility Spa Package online which will allow you to print it out for today’s occasion, or you could come to the spa, purchase one of our in-house gift certificates and a jute bag for that little extra touch.
Caller: Hm. Okay, well, can I just schedule an appointment for her, so it’s already booked?
Absolutely. We can open the calendar and see when that package can be reserved, but I will need a gift certificate number or a credit card to book it.
Caller: So, I can’t just book it for her and surprise her?
You can certainly book it for her, and we will do all we can to make the surprise special, we just ask if you are booking for anyone other than yourself, that you pay for the service in full.
Caller: But if I were booking it for myself, you wouldn’t charge me to book it?
We wouldn’t charge you full price, but we would take a 50% deposit for packages or multiple services or a $50 deposit for single services. That deposit would stand as a credit on your account and could be used towards your final payment at check out.
Caller: Okay, but what if I booked a couple’s package?
Oh, I think a couple’s package would be wonderful. We do require a credit card and a charge will be applied today for half of the service fee to hold the appointment.
Caller: Okay, let’s do that.
Perfect! I’m sure your wife will be excited. As I enter your information, I want to advise you of our cancellation policy. The deposit you make today will serve as a reservation hold, if you need to cancel or reschedule, please do so prior to 48 hours before your service to avoid a late cancel fee. For single services that cancellation fee is $50 and for packages or multiple services the cancellation fee is half of the total day’s services.
Caller: I’m trying to surprise her, so what if she can’t make it?
Yeah, that’s definitely a risk. I find that most people, unless they are absolutely certain that the person being surprised has flexibility in their schedule, opt for a gift certificate and let the person receiving the gift book the appointment at their leisure.
Caller: Ah, so is that why you require full payment for appointments booked for other people?
Yeah, it took some years to come to that, but yes, that is why.
Caller: Gotcha. Okay, I think I will just go online and purchase a gift certificate and let her book it herself.
Wonderful! I think she will feel very loved and will look forward to some personal quiet time and body care.
Caller: Thank you for your help
My pleasure, I hope today is a special day for both of you and we look forward to celebrating your wife when she comes in.
When you work in an industry for over 25 years you tend to become complaisant in understanding that not everyone knows what you know. Booking appointments is second nature to us, but to some, it might be the first time they have ever made such a call, or they may not know the questions to ask. I do hope that if we have been lucky enough to receive a call from you, that we were cordial, helpful, patient and kind and that our professionalism shone through.
Wishing you all the best,
Corie Dulken