Good

Manners
for spa
business
NON VERBAL AND VERBAL ASPECTS OF
GOOD MANNERS
 You are a memory
maker, you create
an experience for
your guest through
the performance of
a therapy


The good news is that we communicate with

a combination of words, tone of voice, body
language and non verbal sounds. Spa clients
are more alert to body language than clients
of any other kind of business. This make YOU
more important than ever to be aware of the
messages you are sending out .
Attitudes are
contagious
period.
 Your role as spa
therapist needs a
sense of quiet
confidence, not
arrogance, openess
and authenticity

Body language is the outward reflection of a person's inner

emotions. No matter how friendly the word, if a therapist is
feeling anxious, bad tempered or bored their body will send
signals which a client will pick up .
Smile
A genuine smile, where both your eyes and mouth
are engaged, shows interest in your client and
pleasure at seeing them.
 Make eye
contact
Maintaining good eye contact shows respect and interest in
what leisure and spa clients ae saying, and it shows you are
listening.
Avoinding eye contact communicate the message: "Im too busy
too deal with you right now"
 Show your
clients you
are
interested
in them
Demonstrate you're listening, interested and
friendly
by:
titling your head to one side
nodding
leaning towards your client
 Avoid
negative cues
Such as leaning backwards or keeping your hands in your pocket-
both mean a lack of interest, disrespect and even dislike
Is not what you say
but what you do

Mirroring and matching others' actions doestn't mean

repeating them exactly, movement for movement. Other,
your reflect the sense of that they're communicating.
You can adapt your behaviour to mirror your client's
energy levels.
Up to this point:

we don't even mention: language,

vocabulary or that you have to
speak in English at all
Body language: gestures, warmth and kindness are doing the job!
Up to this point

It's time to demonstrate that you'll

be able to communicate politely
with the minimum of language and
vocabulary.
¡Follow the next formula: I CARE to have a kind conversation with clients
and earn their trust.
I C-A-R-E LANGUAGE
MAKE THE CLIENT FEEL YOUR SERVICE IS RELIABLE

Therapist Client
Hello, Sir (Ma'm) how are
I
you today? Hello! I'm fine thank you.
INITIATE A WARM AND
Welcome to NUUP Spa
PERSONAL GREETING

Is anything I may assist

you?
I C-A-R-E LANGUAGE
MAKE THE CLIENT FEEL YOUR SERVICE IS RELIABLE

Therapist Client
C You're here this Yes, I booked a Swedish
CONFIRM HIS/HER VISIT morning for a spa massage
treatment at
10:00
I will call your
therapist immediately.
I C-A-R-E LANGUAGE
Therapist
Mr. Smith: Now, I just
wanted to let you
A know we have water Client
ANSWER HIS/HER and refreshments in
QUESTIONS the corner. If you'd It's very kind of you.
Assume that they want to like, please serve
know where to go next yourself

Do you have any

No, that's it.
other questions?
 I C-A-R-E LANGUAGE

RE
Therapist
Nancy, your massage
REPEAT HIS/HER NAME
therapist will be with
Bring the transaction to a
close. This is the time to
you as soon as she Client
can. I hope you enjoy
explain what the next Thanks a lot.
steps are. your stay at our spa.
Let them know who the
person will be that will be
coming to get them.
What's the name of that Do you have any No, that's it.
person. other questions?
Along with the language, YOU
also need to learn what's
acceptable, what's not okay
when you're working in an
English speaking environment.

WHAT YOU SHOULD SAY

PLEASE
THANK YOU
SORRY
EXCUSE ME
L
SOUND WARM AND NATURAL IN ENGLISH

HELLOU
HOW ARE YOU?
ANSWER: I'm good! How
about you?
L
SOUND WARM AND NATURAL IN ENGLISH

BETTER OPTIONS TO: "YES"

Of course
Gladly
Sure
Absolutely L

Alright
Ok (informal)
SOUND WARM AND NATURAL IN ENGLISH

Answer to a "THANK YOU" instead

of "YOU'RE WELCOME":
The pleasure is all mine.
That's all right
I'm happy to help
L
SOUND WARM AND NATURAL IN ENGLISH

Formal and business

GOOD BYE:
Have a nice day!
Take care
It was nice to see you
L
A: What kind of service do you
have here?

B: Well, we have traditional Thai

massage, oil massage, body
scrub, facial massage with
aromatic oil, and reflexology.
What kind of service are you
interested in?

A: I’ll try traditional Thai

massage.

B: Would you like to try a one-

hour or a two-hour massage?

A: One hour, please.

A: Hello! Can you tell me what a day package
involve?

B: First, the herbal sauna helps open your

pores and thus release toxin. The body scrub
improves blood circulation and removes dead
cells.

A: What does a body wrap do?

B: The body wrap warms up your body and

boost the release of body toxin.

A: What’s next?

B: The Swiss shower activates blood

circulation and lymphatic system. Finally body
massage, facial massage and reflexology help
rid your muscle tension. You will feel totally
relaxed.

A: O.K. I think I’ll have a day package.

THANK YOU