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- 📞 Stop Answering Like an Order Taker. Start Answering Like a Concierge.
📞 Stop Answering Like an Order Taker. Start Answering Like a Concierge.
Most luxury spas don’t lose clients because of bad treatments.They lose them in the first 30 seconds on the phone. ☎️✨
Ava Prescott
March 03, 2026
In partnership with
Welcome to another issue of the Glowelle Spark — your go-to newsletter for smart, sustainable spa growth.
Each edition is crafted to share practical, proven strategies that elevate client loyalty, boost revenue, and create a more elegant & profitable business behind the scenes
✨ In Today’s Issue…
We dive Into how luxury spas should answer the phone like a five-star concierge—not a rushed medical office or a bored order taker.
And yes… this tiny shift can change everything.
Have you watched the 3-part video series Luxury Spa Growth yet?
Learn how top spas are turning one-time visits into lifetime VIPs by clicking here! 💌
The Harsh Truth No One Talks About 💎
A luxury spa cannot sound like a dental clinic.
It cannot sound like a fast-food drive-thru.
And it absolutely cannot sound like someone reading from a script while checking Instagram.
Yet that is what happens every day.
“Spa name, please hold.”
“What service do you want?”
“That will be $295.”
Click.
That is not luxury.
That is logistics.
And logistics do not build loyalty.
A Story That Happens More Than You Think 🎭
A woman calls.
She has never been before.
She found the spa on Instagram. The photos are stunning. The candles glow. The marble shines.
She is nervous.
She is not just booking a facial.
She is booking hope.
She wants to feel seen.
She wants to feel special.
She wants to feel safe spending $400.
The phone rings.
The front desk answers flat.
“What are you looking to book?”
Now she feels like a transaction.
She asks about a facial.
The reply?
“Well, we have three. Which one do you want?”
Now she feels stupid.
So she says, “Um… the regular one?”
Appointment booked.
No connection built.
No upgrade offered.
No emotional anchor set.
She shows up once.
She never returns.
Not because the facial was bad.
Because the welcome felt ordinary.
And luxury can never feel ordinary.
How Jennifer Anniston’s LolaVie brand grew sales 40% with CTV ads
For its first CTV campaign, Jennifer Aniston’s DTC haircare brand LolaVie had a few non-negotiables. The campaign had to be simple. It had to demonstrate measurable impact. And it had to be full-funnel.
LolaVie used Roku Ads Manager to test and optimize creatives — reaching millions of potential customers at all stages of their purchase journeys. Roku Ads Manager helped the brand convey LolaVie’s playful voice while helping drive omnichannel sales across both ecommerce and retail touchpoints.
The campaign included an Action Ad overlay that let viewers shop directly from their TVs by clicking OK on their Roku remote. This guided them to the website to buy LolaVie products.
Discover how Roku Ads Manager helped LolaVie drive big sales and customer growth with self-serve TV ads.
The DTC beauty category is crowded. To break through, Jennifer Anniston’s brand LolaVie, worked with Roku Ads Manager to easily set up, test, and optimize CTV ad creatives. The campaign helped drive a big lift in sales and customer growth, helping LolaVie break through in the crowded beauty category.
The Shift: From Order Taker to Concierge 👑
Luxury brands guide.
They do not process.
A medical office collects symptoms.
A concierge creates an experience.
That shift is everything.
The Pyramid Principle teaches to lead with the main point, then support it .
So here is the main point:
The phone is not for booking.
The phone is for bonding.
Everything else supports that.
The 5-Step Concierge Phone Method 📋
Here is the exact process to train your front desk.
1️⃣ Open Warm
Smile before speaking. Yes, it changes tone.
“Thank you for calling. Who do I have the pleasure of speaking with?”
That one line elevates everything.
2️⃣ Ask One Guiding Question
Never ask, “What do you want?”
Instead ask:
“What inspired you to call today?”
Now you have context.
Context increases upgrades.
3️⃣ Prescribe, Don’t Present
Do not list services.
Guide them.
“Based on what you shared, I would recommend our Signature Radiance Ritual. It is designed exactly for that concern.”
Authority builds trust.
Trust builds booking confidence.
4️⃣ Elevate the Experience
Before closing, add one layer.
“Many of our guests pair this with our LED enhancement for deeper glow. Would you like me to reserve that as well?”
Luxury clients expect suggestion.
They do not want to guess.
5️⃣ Close With Anticipation
Never end with “You’re booked.”
End with emotion.
“We cannot wait to welcome you. We will have everything prepared just for you.”
Now she arrives expecting magic.
And people who expect magic look for it.
The Glowelle Lesson 🎓
Luxury is not about marble floors.
It is about how someone feels when they call.
If the first touch feels rushed, the entire brand shrinks.
If the first touch feels guided, the brand expands.
And when your phone feels like a concierge desk at a five-star hotel?
You stop chasing clients.
Clients chase you.
🎥 Click HERE To Learn How To Tap Into Your Spa’s Goldmine – And Experience A New Way to Scale Faster
NEED HELP RIGHT NOW?
Here are three actionable steps you can take today to boost your profitability and maximize the potential of your existing customer base.
Order The Growth Accelerator Kit:
It's the science of transforming a first-time visitors into lifetime VIPs who book regularly, spend more, and refer others to your spa without being asked.
➡️ It's a proven system that works specifically for premium spas, even if you've tried "everything" before.
Keep Glowing
✨The Spark Crew