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The Dying Art Of Customer Service

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This excerpt written by spa consultant Kamillya Hunter strikes at the heart of our profession. Her poignant article gives us all something to think about.  

There is no other profession more personal than massage therapy. If you disagree, name one. I’ll wait. As massage therapists, we expect a fully conscious person to agree to remove their clothes and expose to us parts of themselves they may be ashamed of. We hear clients apologize for stubbly legs, hair covered backs and body rolls camouflaged with perfect fitted clothing. We manipulate muscles and promote blood flow to areas they forgot existed. Within 30 to 120 minutes, we therapeutically treat both physical and emotional ailments with a skill and ease envied by non-professionals. Yet this is where the personal side it ends. On the table.

Emails have replaced hand written thank you notes. Appointment reminders are now delivered via text message instead of a phone call. Gift certificates are now purchased online, consisting of nothing but a print out from a check out screen. The personal side of customer service is now buried under automated software designed to simplify the business tasks outside of the massage room.

Read this entire article here>>>https://www.linkedin.com/pulse/dying-art-customer-service-kamillya-hunter

 

Linda Harding-Bond
Linda Harding-Bond is shifting the paradigm on spa retail training with "Increasing Your Retail Selling” This system focuses on customer engagement and discerning the guest's needs through skilled listening. It is uniquely designed to develop the inherent skills of introverts-the predominant personality type in the spa and wellness industry. Retail sales results are immediate and long lasting. The program is also available as an online training system with remote coaching for managers. Linda has provided training for Empire Beauty Schools, MSpa International, Six Senses Resorts, Oberoi Group and Goldeneye Resort & Spa. She is author of The New Esthy Handbook. Contact her by e-mail for a complimentary consultation- Linda@Moontideconsulting.com .
Linda Harding-Bond
Linda Harding-Bond
Linda Harding-Bond

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