“Wow, I really want to buy this soap!”
I might have said that – if there had been soap in the shower at Ojo Caliente. There I was – all relaxed and feeling oh-so-mellow – after hours of soaking, massage, salt rub and sauna. Then I get to the shower – and no soap…or shampoo…or extra towels. Not only did this dampen my mellow feelings – it was also a missed marketing opportunity for the spa.
People are much more likely to buy things – as part of an experience…and when they’ve tried them.
Multiply the lack of soap (and shampoo) by six (the total in our group) and the amount of the lost sales adds up quickly (lotion would have been great too.)
There could have been (small, classy) signs in the locker room telling us we could buy the complete spa pampering set (that we’d just tried) in the gift shop…and oh, by the way, you get a 15% discount as part of your spa package today. Ojo has a lovely gift shop, but there was no incentive to visit it.
We’ll go back, but…we’ll take our own soap.
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Yep, had the same experience there a year ago. Wondered myself why the nice touches that their competitor, Ten Thousand Waves, does.
And those “nice little touches” are both quick to do – and add up. We’ll talk some other day about the poor check-in process. (customer-focused systems versus protecting the towels…)