The Secret to Five-Star Spa Services: Excellent Communication

Great spa treatments don’t just happen—they’re built on communication. From the moment a guest walks in to the moment they leave, the way you interact with them shapes their entire experience.

Think about it: if a client isn’t sure what to expect, they might feel tense before the service even begins. If they’re uncomfortable during the treatment but don’t feel comfortable speaking up, they won’t fully relax. And if no one checks in with them afterward, they might walk away feeling like just another appointment on the books.

That’s why clear, thoughtful communication before, during, and after the service makes all the difference. It builds trust, helps clients feel taken care of, and ensures they leave feeling amazing—both physically and emotionally.

Here’s how to make communication a natural and effortless part of every guest’s journey.

Table of Contents

Before the Service: Set the Stage for Relaxation

A little conversation up front makes a big impact. When guests know what to expect, they can relax and enjoy the treatment.

✔ Ask the right questions. Instead of a quick “Any problem areas?” dig a little deeper:

  • “Have you had this type of treatment before?"
  • “What’s feeling tight or tense today?”
  • "Do you have any sensitivities to pressure, heat, or scents?"
    • Explain what’s coming. Even if someone is a regular, a simple rundown—like “I’ll be using hot towels to help loosen up your shoulders”—helps them feel at ease.
    • Build anticipation. A few words can turn a service into an experience: "We’ll start with a warm compress to soften the muscles, then move into deep, targeted work—let me know if anything feels too intense.”

This kind of upfront communication helps guests settle in before the treatment even begins.

During the Service: Keep the Conversation Open (Without Overdoing It)

Most clients won’t speak up if something feels off. It’s up to you to check in without disrupting their relaxation.

✔ Ask in a way that invites real feedback. Instead of “Is this okay?” try:

  • “Would you like more or less pressure?“
  • "Does this feel comfortable?”
    •  Watch their body language. Shifting positions, tense muscles, or shallow breathing could mean they’re not as relaxed as they could be.
    • Give them permission to speak up. A simple, “If anything feels uncomfortable, just let me know—I want this to feel great for you” makes a big difference.

When guests feel like they’re part of the process, they’ll walk away knowing the treatment was truly designed for them.

After the Service: Leave a Lasting Impression

The service doesn’t end when your hands do. A quick, meaningful check-in helps guests feel valued and ensures they leave happy.

✔ Ask for feedback in a way that invites honesty. Instead of the usual “How was everything?” try:

  • “How are you feeling right now?”
  • “Did that work on your shoulders give you the relief you were hoping for?”
    • Give them a simple takeaway. Whether it’s a hydration tip, a product recommendation, or a stretch suggestion, this extra step makes the experience feel more personalized.
    • Set the stage for their next visit. Something like, “If your shoulders get tight again, I’d love to see you in about four weeks to keep everything feeling loose” makes it easy for them to book again.

A well-communicated post-service moment wraps up the service on a high note and keeps guests coming back.

Meaningful Connection with Every Guest

The best spa visits don’t just feel good physically—they feel personal, thoughtful, and completely stress-free. By making communication a natural part of your process, you create an experience that guests will remember—and want to return to.

So, the next time you’re with a client, remember: it’s not just about what you do—it’s about what you say, too.

 

Universal Companies is proud to have a team of experienced spa advisors on staff and welcomes you to consult with our professionals about spa products and supplies, including ingredients, equipment, and retail. Dedicated to the success of spa professionals everywhere, we're grateful to be recognized with multiple industry awards (thank you!) and proud to support the spa industry through mentorship and sponsorship.

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