If I said that you could increase your revenue by at least 30% going forward by focusing on using positive language in your business, would you be intrigued? Would you welcome a 30% revenue boost?
Well, it is VERY POSSIBLE. Positive language is REAL and IT WORKS.
Of course, a 30% revenue boost doesn’t just come with no effort, just like learning to speak a new language has its challenges, so will this “new” language, but the difference is you will see the results in your revenue and staff morale.
The words you use are POWERFUL. They have the ability to make someone feel confident and happy or make someone feel afraid and inadequate. Now, how is this relevant to your business? Very simple: the words that every single staff member uses when interacting with clients and each other has the ability to build or break the business.
Let’s look at some classic examples and do a quick recall to see whether you have ever heard yourself or a staff member speak to a client in the following way.
Therapist/manager/receptionist: Unfortunately we have to try and recover some of the Covid prevention expenses and our suppliers have all increased prices too.
Therapist or receptionist: Unfortunately, we don’t offer nail services in our spa.
Therapist: Unfortunately, I am fully booked, but let me see if someone else can help you.
Therapist/manager/receptionist: We are surviving thanks and how are you?
Reception/manager/therapist: No, we unfortunately don’t.
Therapist: Oh no, what a pity. What would you like to exchange it for?
These are just 6 examples that I hear on a regular basis. Before we look at how to use “positive language” in these phrases, I challenge you to consider how the words used above, would make someone feel.
The words unfortunately, don’t, no, can’t and surviving (all used above) can increase the activity in our amygdala (the fear centre of the brain). This releases dozens of stress-producing hormones and neurotransmitters, which in turn interrupts our brains’ functioning. This is especially with regard to logic, reason, and language. Basically, those words instantly put off any potential sale or any possibility of building loyalty or rapport. (*source Psych Central)
So, let’s now look at the positive language of the exact same examples and take note of how you feel when you read the positive responses.
- Client: Why have you increased your prices so much?
NEGATIVE: Unfortunately, we have to try and recover some of the Covid prevention expenses and our suppliers have all increased prices too
POSITIVE: We have absorbed supplier increases over the past few months as well as the exponential increase in Covid prevention measure costs. I do believe our price increase to be fair and only the necessary to cover our escalations. Our service to you should be worth that value and much more so if ever you feel you are not getting value for money, please let’s chat about it.
- Client: Can you fix a broken nail please?
NEGATIVE: Unfortunately, we don’t offer nail services in our spa.
POSITIVE: We will do our best to assist you. Whilst our spa doesn’t offer nail services, we do keep some nail glue for emergencies and will definitely find a temporary solution for you. Would you like us to do a quick buff and paint on all your nails and perhaps a lovely exfoliation on your hands?
- Client: Would it be possible to please get a quick wax with my facial today, I forgot to book and I am desperate?
NEGATIVE: Unfortunately, I am fully booked, but let me see if someone else can help you.
POSITIVE: Of course, yes. I am fortunately fully booked back-to-back. Can I check which of my brilliant colleagues can help you?
- Client: How are you keeping?
NEGATIVE: We are surviving thanks and how are you?
POSITIVE: We are blessed with health and so happy to be working, how are you doing?
- Client: Do you stock xxxxxx(specific name) brand?
NEGATIVE: No, we unfortunately don’t.
POSITIVE: We have a brand I know you will love, please allow me to introduce you to technology that will blow you away.
- Client: I would like to change this product, it is not working for me?
NEGATIVE: Oh no, what a pity. What would you like to exchange it for?
POSITIVE: Wow, you are the first person to say that. I would love the opportunity to find out what is not working for you please. And of course we will happily exchange it for you.
In a nutshell, the positive language used in all these scenarios will lead to GUARANTEED revenue! There is no doubt at all.
Positive language is one of the hundreds of areas we look into in our 7 Module in-depth and TRANSFORMATIONAL Business Management Training at Spa Professionals Guild. Most of the spa and salon professionals I speak with daily share one common concern, lack of adequate income / turnover. If this rings true for you, please book your complimentary 30-minute discovery call where we will do a micro needs analysis on your business or career (if you’re not an owner or manager), and together we can decide on the best corrective course of action for you! Simply click here to request a call.
For those ready to commit to joining our community and participate in our transformational training, follow this link to enroll today to change your life, this our promise and commitment to you.
Till next week!
Marisa