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Your Phone Greeting Is Costing You Millions
Why "Thanks for Calling" Isn’t Enough Anymore
Ava Prescott
December 16, 2025
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 your spa’s phone etiquette might be silently draining your profits—and what to say instead to keep every caller feeling like a VIP from the very first “hello.”
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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! 💌
🧨 Bold Truth:
The way your team answers the phone is either building your brand—or breaking it.
And in luxury, every word matters.
The Story
A client called one of our partner spas last month. She's a high-net-worth woman, planning a mother-daughter spa day for her daughter’s engagement celebration. She googled “luxury spa near me” and clicked the top link.
She dialed.
The phone rang.
A voice answered:
“Hello…[spa name]…hold please.” — click.
Just like that, the magic was gone.
That $2,800 booking?
It went to the spa next door.
Why? Because first impressions don’t get second chances.
💎 Your Front Desk Is Your Brand’s Front Line
Luxury isn’t just about plush robes and eucalyptus mist—it starts long before a client walks through your doors.
It starts with the tone of your receptionist.
It starts with the warmth in their greeting.
It starts with the words they choose.
The truth?
Your phone script is either creating curiosity, or killing conversions.
The Million-Dollar Mistake (And It’s Not What You Think)
It’s not about saying the wrong thing.
It’s about sounding like every other spa.
In the luxury world, sameness is death.
If your front desk sounds like this...
“Thanks for calling Glow Spa. Can I help you?”
You might as well say:
“We’re... fine. Nothing special. Feel free to shop around.”
🛑 That’s not the energy of a brand clients brag about.
🎥 Click HERE To Learn How To Tap Into Your Spa’s Goldmine – And Experience A New Way to Scale Faster
💡 The Fix: A 3-Step Framework to Turn Your Phone Into a Profit Magnet
🪞Step 1: Greet With Glamour
Set the tone with luxury and polish.
Instead of:
“Glow Spa, how can I help?”
Say:
“Thank you for calling Glowelle Spa, your escape into elegance. This is Lily, how may I elevate your day?”
✨Use evocative words that sound like your brand feels.
✨Introduce by name—it adds warmth and ownership.
✨Smile while speaking. Yes, it’s audible.
💫 Step 2: Ask with Intention
Don't just take bookings—build relationships.
Instead of jumping into appointment logistics, try:
“May I ask how you heard about us?”
“Is this your first time experiencing Glowelle?”
“Tell me what kind of experience you're hoping for today.”
This opens the door to...
Upselling
Personalizing
And making her feel seen (which is what she really wants)
💼 Step 3: Close Like a Concierge
Once the booking is complete, seal the brand perception.
Say:
“We can’t wait to welcome you into your sanctuary.”
“You’re going to love this experience. We’ll see you at 2pm on Friday, Ms. Moreau.”
Use her name.
Affirm her choice.
And never, ever say:
“Okay, bye.” 😬
The Glowelle Lesson 💬
Your spa isn’t selling services. You’re selling a feeling.
And that feeling starts the moment your client hears your voice.
If your phone greeting sounds like a hotel voicemail from 1999, you're not just losing bookings.
You're bleeding brand equity.
Fix it, and suddenly:
You’re not chasing clients.
You’re closing them.
You’re worth more without doing more.
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