What happened in that treatment room.... changed everything!
Happy Friday,
This week, I did something I don’t often do.
I stepped back into the treatment room.
We had a group of therapists struggling with a very specific treatment, one that’s quite unique. It’s not your standard massage. It moves through textures... a creamy kaolin exfoliation combined with a rich butter, into warm, dense foam (yes, actual foam), finishing with a dry oil and a wet skin moisturiser.
It’s a full sensory experience. Luxury. Different. But only when it’s done properly.
And right now... it wasn’t landing. So I said, let’s do this together.
I asked for a model but very intentionally, I didn’t want a client. I wanted either a therapist or someone from front desk. We used the front desk supervisor. When she walked in, she was flat. Tired. You could feel it immediately.
We started the training. Hands-on. Talking through each step. Adjusting. Questioning. Rethinking. And something interesting happened...
Not only did the therapists start to understand the flow of the treatment, we actually improved it. Together. We adjusted the SOP, refined the sequence, and made the experience even better than before. But that’s not even the real takeaway.
By the end of the treatment, that same front desk supervisor was completely transformed.
Energised. Lit up. Excited.
She said it felt like a full reset.
And in that moment, everything clicked.
Because now she understood the treatment. Not from a script. Not from a menu.
But from experience.
And she couldn’t wait to sell it.
This is where so many spas are missing it.
We expect our teams to sell treatments they have never experienced. We expect therapists to deliver treatments they haven’t fully felt or understood themselves. And then we wonder why it doesn’t land with the client.
Two key takeaways from this:
- Your team needs to experience what they are selling.
Front desk. Therapists. Everyone.
Because you can’t sell a feeling you’ve never felt. - You need to get back into the room.
Regularly.
Run practical sessions. Test your treatments. Challenge your SOPs. Refine the flow.
Because sometimes, the problem isn’t the treatment...
It’s how it’s being delivered.
That one session shifted everything.
The team felt more confident. More inspired.
And most importantly, they finally believed in what they were offering.
And that’s when the magic happens.
Much love,
MARISA
