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
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