When in Hershey...

I learned a lot about retailing after visiting the Hershey Spa at the Hotel Hershey this fall. I had a Cocoa Facial Experience, just about the fluffiest buffiest of the fluff n' buff facials. But I figured, while in Hershey, you get the Chocolate Facial.

First of all, you have to pay for the facial PLUS the mandatory 20% gratuity BEFORE your facial, before you even meet your esthetician. I'm sure they cater to many non-spa goers, maybe this is their way of making it easier for them? Well, ok, when in Rome.

After my nice facial with my nice tech, I talked to her about purchasing a product or two, after all, I wanted to take something home to use on my clients special for the holidays!

To her credit, she wrote down the products for me but after I made my way out to the lobby again, since I had already paid, the staff didn't even look at me, not even thanks for coming in!

Boy, what a lesson I learned! It reinforced the importance of taking the time after each treatment to talk to EVERY guest, to ask, "How are you doing on your products, here's what I recommend and why, is there anything else I can help you with?"

It doesn't take long (or much effort) to extend the feeling of being cared for past the treatment room--instead of being dropped like a hot potato at the check out desk!

I suppose I could have purchased my Hershey products from the website, but in the end, I made my own chocolate mint massage lotion...and my guests love it!

Keep on keepin' on, Sherry