Unlocking the Power of Recommendations: Preparing Your Team for Q1 Success
- michela henke cilenti
- 6 days ago
- 4 min read
Updated: 5 days ago
As the year winds down and the holiday season approaches, many teams in spa properties, wellness businesses, hospitality, and coaching are reflecting on what’s working—and what’s not—when it comes to making recommendations. Your team knows the products and services well. They have the training and the skills. Yet, recommendations don’t happen as naturally as they should. Why is that?
Common concerns include fears of seeming pushy, waiting for customers to ask for help, or simply feeling that recommending takes too much effort. These worries are understandable. Staff members want to support clients without making them uncomfortable. But when teams hold back, customers miss out on solutions that could improve their experience and well-being.
This post explores why recommendations often fall short and offers practical steps to prepare your team for a successful Q1 by building genuine connections that lead to natural, confident recommendations.
Why Recommendations Don’t Happen Naturally
Many teams hesitate to recommend because they worry about crossing a line. They think customers will ask if they want something or that pushing recommendations feels like selling rather than helping. This mindset creates a gap between what customers need and what they receive.
Customers don’t just want transactions. They want solutions that address their unique needs, feelings of trust, and a sense of partnership. When your team doesn’t guide them, customers leave without the tools to maintain or improve their results after their visit.
The real problem is that teams often skip the connection part. They rush through consultations, check off tasks, and move on without truly listening or understanding what the customer needs in that moment.
The Five Elements That Make Recommendations Feel Natural
For recommendations to flow naturally, five key elements must come together:
1. Trust
Building trust takes time and attention. Your team can’t assume it’s already there. Trust grows when customers feel heard, respected, and understood.
2. Timing
Being present in the right moment is crucial. Recommendations work best when they come during meaningful interactions, not rushed or forced.
3. Value
Focus on outcomes, not just features. Show customers how a product or service will improve their experience or solve a problem.
4. Confidence
Your team needs to believe they are helping, not selling. Confidence comes from knowing the products and understanding the customer’s needs.
5. Relevance
Avoid one-size-fits-all suggestions. Tailor recommendations to each individual’s situation and preferences.
If any of these elements are missing, recommendations will feel awkward or pushy.
How to Build Trust with Your Team and Customers
Trust starts with your team’s mindset. Encourage them to see recommendations as part of caring for the customer’s well-being. Here are some ways to build trust:
Encourage active listening: Train staff to ask open-ended questions and listen carefully to responses.
Share success stories: Use real examples where recommendations improved a customer’s experience.
Create a welcoming environment: Make sure customers feel comfortable asking questions and sharing concerns.
When customers trust your team, they are more open to suggestions.
Timing Recommendations for Maximum Impact
Timing can make or break a recommendation. Your team should look for natural moments to offer suggestions, such as:
During initial consultations when customers describe their goals or challenges.
After a service when customers ask about maintaining results.
When customers express interest or curiosity about products.
Avoid interrupting or rushing recommendations. Instead, help your team recognize cues that signal readiness.
Showing Value Beyond Features
Customers want to know how a product or service will benefit them. Instead of listing features, your team should focus on:
Explaining how the product solves a specific problem.
Describing the positive feelings or results customers can expect.
Using simple, relatable language rather than technical terms.
For example, instead of saying “This serum contains hyaluronic acid,” say “This serum helps your skin stay hydrated and glowing all day.”
Building Confidence in Your Team
Confidence grows when your team feels prepared and supported. To boost confidence:
Provide regular training on products and services.
Role-play common scenarios to practice recommendations.
Encourage sharing of positive feedback from customers.
Remind staff that recommending is about helping, not selling.
Confident teams create a positive experience that customers appreciate.
Making Recommendations Relevant and Personal
Generic recommendations feel impersonal and less effective. Help your team tailor suggestions by:
Observing customer preferences and needs.
Asking questions to understand what matters most to each person.
Offering options that fit individual lifestyles or goals.
Personalized recommendations show customers that your team cares about their unique situation.
Practical Steps to Prepare Your Team Before January
To set your team up for success in Q1, consider these actions now:
Review training materials: Update and refresh product knowledge.
Hold team workshops: Focus on building trust, timing, and confidence.
Create scripts with flexibility: Provide guidelines that encourage natural conversations.
Set clear goals: Define what successful recommendations look like.
Gather feedback: Ask your team what challenges they face and address them.
Starting early gives your team time to practice and build habits and let's success be compounded.
Measuring Success and Adjusting Strategies
Track how recommendations impact customer satisfaction and sales. Use simple metrics like:
Number of recommendations made per shift/day/week.
Customer feedback on helpfulness of suggestions and the sales to match.
Repeat visits or product purchases linked to recommendations.
Review results regularly and adjust training or processes as needed.
Recommendations are not about pushing products but about connecting with customers and offering solutions that improve their experience. By focusing on trust, timing, value, confidence, and relevance, your team can make recommendations naturally and confidently.
Preparing your team now will help you start Q1 strong, with better customer relationships and improved outcomes.
The Opportunity Heading Into 2026
You have everything you need. Capable teams. Brilliant products or services. You just need to remove the invisible barriers keeping connection and influence from happening.
So as you head into the holidays, give yourself and your team permission to reflect, reset, and reconnect with why this work matters.
If you'd like support —whether it's a team workshop, a strategy session, or just a conversation about what's getting in your way—book a complimentary 30-minute consultation here. I'd be happy to help you create a plan that actually works for your team.
Wishing you a proper rest this holiday and an extraordinary Q1.
Stay strong. You've got this.
Michela
Dr. Michela Henke-Cilenti specializes in behavioral and sales psychology for hospitality, wellness, and service businesses. She works with teams and leaders to help them recommend with confidence—not guilt.
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