Massage Envy Brand Evaluation
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Massage Envy Brand Evaluation - Massage Location Summary Location Name Location Address Location City Location Key pick Period Summary Year: [Choose one] Day of Week Scenario [Choose one] Date of Appointment pick MM/DD/YYYY Time of Appointment pick HH:MM XX To Be Completed By Shopper Date of visit pick Time arrived MM/DD/YYYY pick HH:MM XX Time Departed pick HH:MM XX Amount Spent $ Cost of Service $ Tax $ Gratuity $ Miscellaneous Expense $ Explanation of Miscellaneous Expense Shopper Name Shopper Number Shopper Email Shopper Home Phone Documentation Required Yes Documents Received? Proof of Visit Your report is not considered complete unless it includes a copy of the itemized receipt. Please scan and attach to it to this form. Your shop cannot be submitted without the proper documentation. Upload proof of visit here: We accept JPG, GIF or PDF files only. The image must be clear and scanned or photographed in portrait orientation so that it can be viewed without having to rotate it. The background must be plain and dark. Choose File No file chosen If you are unable to attach your proof of visit, please save your work and contact your scheduler immediately. Pre-Visit Perception Have you visited this business before this evaluation? Yes No Yes No What services do you think they provide here? How do you expect the services to be priced? Have you seen any advertising for Massage Envy Spa? List all mediums. Be as specific as possible, e.g. billboard on _____. Step 1: Pre-Visit Phone Call Team Member Name Date of call [mm/dd/yyyy] MM/DD/YYYY Time of call [hh:mm AM/PM] Q1 How many times did the phone ring before it was answered? [Choose one] State how many times the phone rang in your narrative Q2 Did the Guest Service Associate answer in the following manner: "Thank you for calling Massage Envy Spa in _____. My name is _____. How may I help you or did they mention something about a special or upgrade opportunity?” Q3 Were you placed on hold? Q3a If so, for how long [mm:ss] Q4 Did the Guest Service Associate have a friendly and upbeat tone of voice? Q5 Did the Guest Service Associate ask, "Have you ever been to a Massage Envy Spa before?" NA NA Yes No Yes No Yes No Yes No The team member must ask if you have been to a Massage Envy Spa before. If they ask if you are a member, answer "No" to Q5. Q6 Did the Guest Service Associate answer your inquiry promptly and thoroughly? Yes No Q7 Did the Guest Service Associate offer you a time for an appointment? Yes No Q8 Did the Guest Service Associate suggest any upgrades to your session based upon your needs? (i.e. deep muscle therapy recommended for neck pain, aromatherapy recommended for relaxation, etc.) Yes No Q9 Did the Guest Service Associate ask if you had specific needs? NA Yes No Q9 is a very important question to the client. You must reference this question in your narrative. Include if the question was asked and how you answered it. Q10 Did the Guest Service Associate make a recommendation of who you should see based on your needs? NA Yes No Q11 Did the Guest Service Associate request a credit card or gift card number to hold your appointment? NA Yes No If you have visited the location previously and they had your credit card number on file, answer this question "yes" if they asked you for permission to hold your appointment with the card on file. Q12 Did the Guest Service Associate explain the appointment cancellation policy? NA Yes No Q13 Were you told to arrive at a specific time and told that “Since this is your first visit, your appointment is for an hour and 15 minutes, the first 15 minutes will help us customize your session." NA Yes No If you have been to this Massage Envy clinic previously, you should be told to arrive at your appointment time or a few minutes early. If you are a first time guest, you should be told to arrive fifteen minutes before your appointment time. Q14 Did the Guest Service Associate thank you for calling? NA Yes Describe your pre-visit phone call. Be sure to detail all of your "no" answers as well as the question you asked. [200 character minimum] No Step 2: The Check In Welcome Employee description: Gender, hair color, hair length/style, height, Other (i.e., glasses, hair) Q1 Were you greeted immediately upon entering the clinic? Yes No If the Guest Service Associate is on the phone when you arrive, answer Q2alt, otherwise answer Q2a. Q2 Did the Guest Service Desk Associate stand up, make eye contact and smile? NA Yes No Q2alt If the Guest Service Associate was on the phone when you entered, did they visually acknowledge you, and say NA Yes No "Hi! May I help you?" Q3 After you informed the Guest Service Associate that you had an appointment, did they: a) walk around the counter NA Yes No b) hand you the Customized Experience Form & the Wellness Chart NA Yes No c) shake your hand NA Yes No d) state: “OK, my name is _____ and I will be taking care of you before and after your massage today. I have a little bit of paperwork for you to fill out. Please follow me.” NA Yes No Q4 Did the Guest Service Associate speak in an enthusiastic manner, making you feel important and welcome? NA Yes No Q5 Did the Guest Service Associate make any recommendations to upgrade your appointment (i.e. extra 30 minutes, aromatherapy, deep muscle, facial)? NA Yes No Q6 Were you asked if you wanted a drink of water or tea? NA Yes No Q7 Were you asked if you needed to use the restroom? NA Yes No Q8 If you did ask to use the restroom, the Guest Service Associate accompany you to the entrance while pointing out the features of the clinic, or just point the way? NA Yes No Guest Service Associates are not supposed to point, but to accompany the customer to locations. Describe your arrival and interaction with the Guest Service Associate: Step 3: The Intake Q1 After completing your forms, where did you wait for your appointment to start? Q2 Did you go back up to the reception area with your completed forms or did you feel that you were “left alone” for a long time after you completed the forms before the Guest Service Associate came back to review the forms with you? Q3 Did the Guest Service Associate review the Wellness Care Form with you? NA Yes No Q4 Did the Guest Service Associate review the Customized Massage Form with you? NA Yes No Q5 Were you asked for your email address OR to verify your email address if you had been in before? NA Yes No Q6 Was the Guest Service Associate wearing a name tag? NA Yes No Q7 Did the Guest Service Associate cover the following with you relative to your visit? Yes No b) That your 1-hour massage will consist of 50 minutes of bodywork (i.e., a clinical hour with 5 minutes before and 5 minutes after for consultation and dress). Yes No c) The location of the restrooms. Yes No d) That you should communicate pressure (too much, not enough). Yes No Q8 Did you go back up to the reception area with your completed forms or did you feel that you were “left alone” for a long time after you completed the forms before the Guest Service Associate came back to review the forms with you? Yes No Q9 About how much time did the GSA spend talking with you? Q10 Who did the most amount of talking, the GSA or yourself? This first point applies if this is a first time massage. If this is not a first time massage, select "N/A". NA a) Your modesty is totally respected; our draping policy; and you should dress down to your comfort level. The Associate should say something like: "At all times your modesty will be respected. The only part of you that will be un-draped will be the area that the therapist will be massaging. You can undress to your comfort level, whatever that may be." They should not use the word naked. Describe your interaction with the Guest Service Associate: [Choose one] [Choose one] Step 4: GSA Hand Off to Therapist Employee description: Gender, hair color, hair length/style, height, Other (i.e., glasses, hair) Q1 Did the Guest Service Associate introduce you to your therapist? NA Yes No Q1a If yes, were you introduced as follows, "Now I explained to (Therapist's name) what you and I discussed and (whatever the reason you are here for today. She/He will pay particular attention to that issue/area; just make sure you communicate if the pressure is too much or not enough, okay? You are in wonderful hands and I will see you back up front when you are finished. Enjoy your massage!" NA Yes No Q2 Did the massage therapist come over to you, greet you with eye contact, a smile and by shaking your hand? Yes No Q3 Did the massage therapist introduce themselves by name? Yes No Describe your introduction to the therapist: Step 5: The Massage Q1 Did the massage therapist review the Wellness Care Form with you and/or discuss your specific needs? Yes No Q2 Were you asked about the reason you were coming in for a massage? Yes No Q3 What type of massage did you request? Q4 Did the therapist review verbally with you the areas (glutes, abs, face, head, feet, etc.) you did or did not want them to work on? Yes No Q4a Did the massage therapist refer to an anatomical poster when describing your needs? Yes No Q5 Did the massage therapist point out where your belongings and clothes could be placed? Yes No Q6 Before exiting the room, did the massage therapist inform you that you should be face up or face down on the table? Yes No Q7 Was the massage table comfortable? Yes No Q8 Were the sheets and blankets clean and in good condition? Yes No Q9 Was the temperature comfortable? Yes No Q10 Was the music and lighting comfortable? Yes No Q11 Was the waste basket clean and not overflowing? Yes No Q12 Did the massage therapist knock before reentering the room? Yes No Q13 Did the massage therapist ask if the table was comfortable? Yes No Q14 Did the massage therapist ask if the pressure was appropriate? Yes No Q15 Did your massage therapist ask you to alert them if a stroke or technique was uncomfortable? Yes No Q16 Was the level of conversation during the massage appropriate? Yes No The massage therapist should not initiate any conversation beyond asking about your comfort. Q17 How many times did the massage therapist ask if the pressure was appropriate? Q18 Did the massage therapist use hot towels during your massage? Yes No Q19 After the massage was complete, did the massage therapist tell you that they would wait outside the room for you? Yes No Q20 Did the massage therapist address your specific needs as discussed at the beginning of the massage? Yes No Q21 Did the massage therapist offer you a drink of water? Yes No Q22 Did the massage therapist tell you to drink a lot of water after your massage? Yes No Q23 Did the massage therapist hand you the completed massage wellness plan? Yes No Describe your interaction with the therapist: 0 Step 6: Therapist Hand Off to GSA As the massage therapist hands you off to the guest service associate, they should hand the guest service associate a frequency form, or may let the guest service associate know what frequency of treatment they recommend for you. Q1 Did the massage therapist hand you back to the Guest Service Associate and say something like the following: "(Guest Service Associate's name), I was suggesting to (Client's name) that I should see her/him back in about two weeks so we can continue what we started fixing today. It was really nice to meet you; I look forward to seeing you again." Yes No Q2 Did the massage therapist thank you? Yes No Q3 Did the massage therapist offer a warm departing comment? Yes No Q3a If yes, what did they say? Q4 After handing you off to the Guest Service Associate, did the massage therapist leave the area immediately? Yes No Yes No Yes No NA The massage therapist should not loiter or linger in the front desk area. Q5 Were you given a completed wellness plan brochure by either the therapist or the Guest Service Associate? Describe your hand off from the massage therapist to the Guest Service Associate: Step 7: The Sales Presentation Employee description: Gender, hair color, hair length/style, height, Other (i.e., glasses, hair) Q1 Was the Guest Service Associate you were handed off to the same person who went over the paperwork and Wellness Care Form with you? Q2 Did the Guest Service Associate stand up to greet you when you came back to the lobby desk, and did they greet you by name? Yes No Q3 Did the Guest Service Associate seem sincere when they asked about your massage? Yes No NA Guest Service Associates are asked to deliver the Wellness Program verbatim as per below. Standing and looking directly at the client, say: [Name], I know [therapist] name recommended that you come back in two weeks to continue [working on issue you came in for], so I want to get you started on our Wellness Program because it allows you to receive massages at a 50% savings off our non-member rate of $98 dollars. [Point to menu board] Now [Name], as a member, you pay only $59.99 a month, and that includes a one-hour massage session. If you would like to receive a facial in place of your monthly massage, you pay only an additional $10 at the time of service. When you need to come in for any additional massages during that month, you get an even better value of only $39 for the hour. We guarantee you this rate for 12 months. And your membership is recognized at our 800+ locations nationwide. By enrolling today, on your first visit, what I can do for you is waive our regular $39 enrollment fee and I will give you a bonus month of benefits. In other words, today you leave a member, but your first payment won’t be until date. I know you just came out of a massage, so let me show you how the program works: [Place agreement on the counter facing the guest] Our most popular program is the 12-month membership. Your membership starts today, and because of the bonus month, continues for 13 months. I’m waiving the $39 enrollment fee because we’re getting you started on your first visit. Your first $59.99 dues payment won’t be until [date]. The first paragraph says that the membership is auto renewable, so after the initial 12 month term, your membership will continue on a month-to- month basis. At that time, if you decide to end the agreement, we just need 30 days written notice. The second paragraph says that you have the entire term of your membership to use your member services. Which means if you happen to miss a month, as long as your membership is active, you’ll just get 2 massages the next month, isn’t that great? So, let’s get you started. Would you like me to use the same credit card for the program? Again, today you’re only paying for your $49.99 massage. Q4 Did the Guest Service Associate present the Massage Envy Wellness program verbatim per the above? Q4a If not, what parts were skipped? Yes No a) 60% savings off our normal walk-in rate Yes No b) How the program works Yes No c) Membership can be used at any Massage Envy Yes No d) Never lose pre-paid massages Yes No Q5 How many times did the Guest Service Associate try to overcome the objections you had about the program? Q6 When the Guest Service Associate tried to overcome the objections you had, did they go back to the reason/need for coming in for the massage? Yes No Q7 Did the Guest Service Associate show you the membership agreement and discuss the details with you? Yes No [Choose one] The agreement should be placed in front of you and the associate should clearly describe each portion of it. Q8 Did you choose to sign up today? NA Yes No Yes No Yes No Yes No What objection/reason did you state for not signing up? Q9 At any time during the sales presentation, did the Guest Service Associate use the term "Wellness Program"? Q10 Did you feel pressured at any time during the sales presentation? NA If yes, when Q11 Did the Guest Service Associate inform you that you could cancel your membership at any time? Q12 Did the Guest Service Associate discuss the cancellation policy with you? Describe the Sales Presentation. Include details about the pace, tone and presentation skills of the associate: Sales Presentation Content Guidelines & Example The Sales Presentation is one of the most important sections of this evaluation. The description of this interaction must be highly detailed, objective so that the reader can visualize your experience and arrive at their own conclusions with regard to the quality of service provided The following is an example of a well written Sale Presentation description: When I finished in the restroom I walk ed back to the Reception Area and was met by Italie. She stood up from behind the counter and sincerely ask ed me how the massage had gone and how I felt. I told her how effective Movita had been in helping me to relax. She then ask ed about whether I was familiar with the Massage Wellness Program where by joining I could receive discounts on an unlimited number of massages. She gestured toward the rate sign on the back wall of the Reception Area and showed me the price difference for members and non-members. She explained that the program would cost $59 per month and that I would have a one-hour massage each month and that any additional massages would only cost $39. She also explained that if I joined I would get a $10 discount on the massage I had just received. Her tone was very business-lik e, and her pace allowed me to understand what she was explaining and interject questions when necessary. When I expressed hesitation about committing to a monthly fee, Italie told me about the sixmonth membership option at the same rate. I ask ed about a cancellation policy and she matterof-factly stated that I would need to show a doctor’s note stating that massage was not good for my health or demonstrate that I had moved to a new residence more than 25 miles from the nearest Massage Envy location. She was effective in conveying the benefits of acting to join immediately, including her explanation about waiving the enrollment fee if I joined then. I explained that I would want to talk to my spouse before committing to such a large expense. She then explained how much I could save by joining immediately as well as reminding me of my therapist’s recommendation that I get a monthly massage. When I persisted in suggesting that I would need to speak with my spouse, she explained that as long as I called before 3:30 that afternoon, that she would be able to offer me the same rate and still waive the enrollment fee. Sales Presentation Descriptions that do not meet the assignment guidelines will result in the shop being returned for revision or rejected. Step 8: Booking Next Appointment Q1 Did the Guest Service Associate offer to pre-book your next appointment? Yes No Q2 Did the Guest Service Associate who checked you out offer you any additional products? Yes No Products include massage oils, lotions, herbal remedies and gift cards. Q3 Did the Guest Service Associate inform you that you may receive an invitation via email to take the Massage Envy Customer Experience Survey? NA Yes No Q4 Did the Guest Service Associate explain that if you joined as a member on your next visit that you could still get the member rate on that massage? NA Yes No Q5 Did the Guest Service Associate ask if you wanted to purchase any Gift Cards? NA Yes No NA Yes No Describe this portion of your interaction with the Guest Service Associate: Team Member Evaluation Q1 Were all employees wearing Massage Envy pullover Polo-type shirts? Q2 Did any of the employees smell like cigarette smoke? Yes No Q3 Did each of the team members that you interacted with project a friendly and helpful demeanor? Yes No Q4 Were all team members focused on guest needs? Yes No Q5 Were all uniforms clean and presentable? Yes No Q6 Were all employees well groomed with good hygiene? Yes No Please comment on the team members. Be sure to detail any "No" answers [150 character minimum]: Clinic Observations Front of House Q1 Was the lobby area clean? Yes No Q2 Were the doors and windows clean and in good working order? Yes No Door(s) operate correctly and are in good condition. Windows/glass are in good repair and free of streak s, dust or other mark s. Q3 Were the floors clean and swept? Yes No Q4 Was the front counter neat and organized? Yes No Q5 Were the chairs in the waiting area in good condition? Yes No Q6 Was the temperature comfortable? Yes No Q7 Were all interior lights working? Yes No Restroom Q8 Which restroom did you check? [Choose one] Q9 Was the restroom neat and clean? NA Yes No Q10 Was there an adequate supply of soap, towels and toilet tissue? NA Yes No Q11 Were the countertops, mirrors, and chairs in good condition? NA Yes No Q12 Did the restroom have a pleasant odor? NA Yes No Comment on the building and atmosphere. Be sure to detail any "No" answers [250 character minimum]. In Your Opinion Q1 I had a great experience today at Massage Envy. [Choose one] Q2 I was able to receive a massage convenient to my schedule. [Choose one] Q3 The reception check-in process made me feel welcome. [Choose one] Q4 The clinic design is professional, warm and clean. [Choose one] Q5 My therapist provided me with wonderful massage today. [Choose one] Q6 I will go out of my way to recommend Massage Envy to a friend. [Choose one] Comments:
