Entering Awards can be both daunting and time consuming and then not making it through to Semi-Finals or Finals stage can seem like a real let down when you’ve put so much effort into your application! We asked our judges to provide some helpful feedback based on their past experiences.
Due to the number of applications we get each year it is impossible for us to provide personal feedback to everyone who does enter. We are however very mindful that therapists, salons and spas who never made it through to the next stage will be wondering what areas they need to focus on in order to make it to the finals next time.
Below are some of the common points highlighted for consideration for the actual treatments:
Appearance - while uniform protocols maybe not be as rigid as they once were, it is still so important to present yourself as a professional in suitable attire with attention to your hair, nails, jewellery etc. It isn’t about being outdated but very much about maintaining professional and hygienic practices.
Posture - improper posture was highlighted on several occasions. A therapist needs maintain a good posture throughout treatments to ensure they are protecting their own body.
Hygiene - while mostly of a very high standard there were some errors in ensuring excellent hygiene, especially in any modalities with exposure to blood and disposal of waste. This is critically important to get right.
Client Safety - Once again overall the judges observed exceptionally high standards of client safety but a few areas that were highlighted were:
- Ensuring you always conduct or update consultations and check for contraindications.
- Ensuring Client jewellery removal for electrical treatments
- Ensuring no oil on client feet as they climb off the beds & offering to help them off if needed
Timing & Preparation - good preparation (e.g. all products easily to hand for continuity) & time management is always a very important consideration for a seamless customer experience.
Knowledge - judges always ask questions during assessments and good product & treatment knowledge is essential, along with sound skin analysis and recommendations.
Expectations - always include an overview of the consultation to showcase your plan to your client, and a follow up review after, to see if their expectations have been met.
Communication - there is an art to maintaining a good rapport with your client without interrupting their ‘me time’. Explain your treatment ahead of time, check comfort and pressure and then let your client dictate the amount of conversation during the treatment.
Aftercare - this is an essential part of any treatment and while no one wants to be seen to just be pushing retail most clients fully value a relatively in depth aftercare plan and appropriate recommendations.
Ambiance - ambiance is an integral part of a treatment and it’s important to remember that the ambiance of the room needs to suit the treatment type too.
Comfort - room & bed temperatures and comfort will vary from person to person. Check in with your client what they like.
Protection - protection of client clothing and property should always be a top consideration that is sometimes overlooked
While in the Salon & Spa Categories there are additional considerations beyond just the treatments too (although those are still as important)
Booking Proficiency - regardless of if you are a mobile therapist, a small salon or a large spa, booking in for a treatment should be simple and communication good. No one expects a single therapist to pick up the phone if she is busy with a treatment but a prompt response is key. It’s not about having an amazing automated online booking system, but about expectation and getting back to the client as soon as possible.
Inconsistencies in Experiences - often when it’s too close to call and no clear winner can be chosen from the official site visits, we send an additional judge to do a mystery shop at all potential winners - there have been a number of disparities in the experience. Consistency is key for all your clients.
Retail - if there is a retail section it is good to have the prices to hand and the display of products well stocked and neatly arranged but easily accessible
Accessibility - both inside and outside of the Salon/Spa
It is so important to remember that once you reach the semi-finals and final stages it really does come down to the smallest of margins and attention to detail becomes more important than ever. While this may mean disappointment one year some small changes and considerations could be the difference between being an amazing finalist and an outstanding champion! Either way you, your business and your clients will be winners!