Dealing with the "Up Sell" in the Spa

Q:  I love getting spa treatments, but can't stand the sales pitch I always hear, particularly when it's "scolding."  Like, "You really shouldn't use XYZ.  Your skin wouldn't look so bad if you used Acme Cleanser, which we sell."   Then she goes on to tell me my facial will be a waste of time if I don't use this particular product.  I get stressed and anxious, and frankly, the facial is an expensive treat I save up for. I can't also afford the tip, and the products.  How can I tactfully say I can't afford it?

A:   You don't need to say "I can't afford it" unless that's what you want the  esthetician or therapist to know.  Getting what you appear to be describing as a deliberate "up sell" (increasing the cost of your treatment by selling products) is the second most frequently heard complaint at Spa Index (the first being a tie between chatty therapists and late start times).

Many times, I'm interesting in learning about the products the spa offers, and why they choose this particular line.  They have expertise and I want to take advantage of it.  However, there are those times an esthetician or therapist gives me an unwelcome sales pitch during the treatment. If that happens, I interrupt him or her and say the following:

"Thank you for your expertise, but, I really need this next hour to be all about relaxation, I prefer not to think about purchases, just now.  I'll be happy to take any brochures you give me at the end of the treatment." 

If, however, they are a little more pushy, this follow-up comment works equally well:

"Thank you, but I make it a policy  never to purchase products during or after a visit.  I prefer to evaluate the treatment and then return within a few days to make any purchases, or purchase them online once I've seen how my skin reacts to the treatment. Have you any brochures I can take with me? Or, if you recommend this product so highly, do you have sample set I can use, before  I purchase?"  

This is simple, polite, and always works.  It also happens to be true, for me.  I've returned to a spa's website or online store and purchased many products after first trying a sample regime.

-- Editor

Comments

[Vanessa]

That's pretty tactful but it didn't work with my esthetician. She's very pushy and was involved in some affiliate program and I got the impression she just wanted the MLM sales or something, because she even asked me if I wanted to sell it. Also, I'm worried about what they call private label stuff. I hear "it's developed just for us" aa lot but I know there are companies that sell the same products to spas and just independently logo and label them. How can I ask about THAT? Like if I've tried it once at another spa, I don't wanna try it again at yours. How do you say "who really makes this lotion?"