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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. Her Express Online Retail Training Course is exactly what's needed for post-COVID-19 spa re-openings. Designed to bring your therapists' retail skills up to speed, it will quickly position retail as a robust alternate revenue stream. Linda has provided training for many world-class organizations including The Oberoi Group, St. Regis Hotel, Anantara Hotels & Resorts, Shangri-La Hotels, The Resort at Pedregal, GoldenEye Resort and Spa and Six Senses Resorts. She is author of "Listen, Engage, Sell!: The Foolproof Method for Increasing Spa Sales in 7 Days or Less" and "The New Esthy Handbook: an Essential Guide for Novice or Nervous Estheticians". Connect with her at Linda@Moontideconsulting.com .
Linda Harding-Bond

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