Our Blog

Our Blog

Three Foolproof Customer Service Fixes For Your Spa

Tags: , , , , , , , Master Class
featured image

In the day to day process of managing a busy spa,  it’s easy to lose sight of delivering perfect customer service. Here are three tips to help keep you on track. 

1. Anticipate the Needs of Your Guest 

Have you ever performed a walk-through of your entire spa process like you were the customer?

Check out everything on the guest journey; the wait time for the initial smile from the front desk clerk, cleanliness of the locker room water closets to the perfection of the sheets on the treatment room bed. Be ruthless! It’s the only way to achieve perfection.

2. Spend Smart

There’s an old adage that you must spend money to make money.  The real key is to invest in those things that will improve the performance of your spa. Therapist training is a perfect place to begin. What’s going on your treatment rooms? Enlist a professional or a friend who’s a “spa junkie” to perform some reconnaissance work. Polish your staff until they’re delivering “Best of” service.

Boost your marketing game. What would bring more guests to your spa?  Investing in a consultation with an experienced marketing  specialist can bring ideas that increase traffic and visibility.

 3. Stop Faking Your Customer Service 

 At end of service check-out  when you ask your guest a mundane question like “How was everything” you’re sure to get a mundane response like “It was O.K.”.

Say instead, “Your satisfaction is very important to us. What more could we have done to provide you with a better experience?”  Then provide the guest with a discount coupon on their next treatment to thank them for their response.  

Want more information

 

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 many world class organizations including The Oberoi Group, Shangri-La Hotels, The Resort at Pedregal, GoldenEye Resort and Spa and Six Senses Resorts. She is author of "The Engaged Therapist" and "The New Esthy Handbook: an Essential Guide for Novice or Nervous Estheticians". Connect with her at Linda@Moontideconsulting.com .
Linda Harding-Bond
Linda Harding-Bond
Linda Harding-Bond

Latest posts by Linda Harding-Bond (see all)

Related Posts