Spa Executive December 2023

Dear Sal, I need advice about a customer
who smells terrible
Sal Capizzi
Sal Capizzi, Marketing Director at Book4Time
and a former Director of Spa and Wellness
at NEXUS Luxury Collection, shares his expert
insight into your reader questions. Here he
talks about how to hire the best spa employees.
Send your queries about managing staff,
operations, and anything else you want to
know (challenge him!) to
scapizzi@spaexecutive.com
Q. Dear Sal,
We have a regular massage customer at
our spa who smells terrible. She comes
once every two weeks for a massage,
is pleasant to deal with, and tips well.
But the two therapists she asks for
regularly have a bad time because she
smells like she doesn’t shower. How
can we approach this topic with her
without hurting her feelings or driving
her away?
A. Ah, the delicate dance of addressing the
aroma in the room—literally! While it might
seem like a tricky situation, fear not, because
I think I have an idea for you.
First things first, let’s acknowledge the
positives. She’s a regular, she’s pleasant,
and she’s tipping well – talk about a trifecta
of spa-goer excellence! Now, onto the
olfactory challenge.
How about we flip the script and turn this
into a spa-tacular upgrade for her? Consider
crafting a sweet and subtly scented note
that expresses how much you value her as a
client. You could say something like:
“Dear [Lovely Client],
We hope this note finds you in the pink of
relaxation! It’s always such a joy to have you
at our spa, and your presence brightens
our day. We’ve been brainstorming ways
to enhance your massage experience even
more, and we’re thrilled to share a few
delightful options with you.
We’ve recently introduced a selection of
heavenly scented essential oils that can add
an extra layer of tranquility to your session.
These oils not only elevate your spa journey
but also ensure that you leave feeling
refreshed and rejuvenated.
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| Spa Executive