A crisis means different things to different people. Some just see “crisis” itself while others see “opportunities”
Spas in China are opening their doors one by one now that the Covid-19 pandemic weakens its influence here. But before reopening, it’s necessary to ensure that you have prepared sufficient sterilization products – masks, goggles, disinfectant, 75 degree alcohol, hand sanitizer, bottled drinking water, infrared thermometer and sterilized wet paper towels. Re-use appliances should be replaced by disposable products, such as disposable water cups, towels, bed sheet and bags to put clothes in. Although it is not so environmentally friendly, we have to do this during this special period. But of course, when the epidemic is completely over, we will resume the environmentally friendly practices.
Normalization of sterilization process
The first thing after reopening is to carry out a thorough sterilization in the spa whether there are customers coming or not. It is not only for the health and safety of the guests but also of ourselves. We can take pictures or shoot videos when sterilizing the spa and post them on social media so that more people will feel secure to come. Even if they don’t come, we will leave a good impression on them and make them trust us more.
After the pandemic, customers will be pickier, especially when it comes to sanitation. Spa staff should make sure that they themselves are virus-free before providing the services to guests. They should always remember to keep a certain distance from the guests and never touch the guests without washing hands first.
Key words of post-epidemic services
“Secure” and “caring” are key words of post-epidemic services. In addition to ensuring sanitation, we must receive our guests in a planned and proper way. After the epidemic, there may be a large number of customers entering the spa at the same time. Even if the spa area is big, in order to provide safe, effective and intimate services, we should make proper plans. For example, we can inform guests of the opening date several days in advance, and roughly work out the reasonable reception volume per day. In addition, we should always keep guests updated of any new policies issued by the government. To track spa staff temperatures every day and check their “green” code (which proves that they don’t have any signs of getting the virus or possible contact with confirmed cases) are also great ways to give the guests more senses of security.
If you have the contacts of the guests, why not show your care to them properly? For example, you can call them and ask about their recent situation, deliver some masks or sterilization products to them, or send them birthday gifts, etc. Some small activities and parties can be held to welcome the return of guests. We have been isolated from each other for so long. Such activities and gatherings will create a warm and happy reunion atmosphere, which will improve the guests’ recognition to our services and the brand.
Signature treatments during the post-epidemic time
“Improve immunity” has become a hot search term for people around the world after the coronavirus outbreak. So during the post-epidemic time, what attracts guests most or what we should guide guests to pay attention to are treatments centering on “health maintenance and immunity improvement”. Such treatments include: thermal therapy, traditional Chinese medicine treatments, essential oil therapy, etc. We can also add extra services into the existing treatments to better enhance guests’ immunity. In addition to treatments, health care products with related efficacy can also be introduced in the service.
Also, there will be a great demand for weight-loss and body shaping treatments since many people have gained much weight during the lockdown. Now summer is approaching. People are caring more about their appearance. So fat reduction treatments will become popular.
For facials, deep cleansing and intense repair are the most needed. Guests who were unable to visit spas and beauty salons during the outbreak, will now be badly in need of exfoliation and moisturizing treatments. Meanwhile, some guests seized the home-isolation chance and had cosmetic surgery. They will be seeking the post-surgery soothing and repair treatments.
After all, we should provide services that truly meet the needs of the guests. We ought to be flexible and adjust our services based on the general environment and guest’s actual needs. In this way, we will be able to take this epidemic as an opportunity to further strengthen guests’ trusts to our spas. At the same time, spa personnel need to further improve their professional knowledge and techniques, such as learning more about immunity, understanding the role of traditional Chinese medicine in immunity promotion and the principles of disease prevention, and enhancing basic skills, so as to improve their value in the big health industry. All the spa people should always keep a strong working enthusiasm, support team cooperation, present the best mental outlook to customers, and provide professional and intimate services.
When the epidemic is over, big health will become more of an issue in every one’s life. Learn to turn the crisis into an opportunity, make future plans based on the market’s needs and constantly optimize services. We will be able to both reap success and contribute to the society.