Five Hidden Gems on Pulse, to Sharpen Spa Performance
Spa and beauty industry people. You know who you are. You’re always consumed with handling staff or customers or both. Rarely do you have time to peruse the articles on LinkedIn’s Pulse for news that might impact how you conduct business. But as an information junkie, I do. So here in a roundup are excerpts from five articles that I’ve read in the past week which gave me pause. They might do the same for you.
Gigi Peccollo, Content Manager at OneReach-
“Nearly one-third of consumers think that businesses are paying less attention to providing great customer service.
And unfortunately, the customer is always right about this. While over 80% boast that they provide “superior” customer service, only 8% of customers actually agree with them.
81% of customers are likely to repeat business with a company after a good service experience.”
Excerpt from 25 Statistics on the Power of Positive Customer Service
Shannon Willoby, Director of Content Marketing-
“Train those associates! — With almost half of respondents citing knowledgeable store associates as the number one reason they’d be more inclined to make a purchase, it’s clear just how important it is that your associates know their stuff.
Stress to your staff that educating shoppers about who made a product, where it was made, how it was made, what it was made with – basically telling its story – is a persuasive way to get that sale. And make sure they know price points, sales and specials you have going on, warranties, your return policies, etc. These are essential components that can make or break a customer’s experience.”
Excerpt from What Your Customers Really Want, Backed by Stats
Rick Garlick, Global Hospitality Practice lead at J.D. Power-
“Guests who believed that hotel employees anticipated their needs had a satisfaction rate of 912 vs. a rate of 602 among those who felt their needs were neglected.
“Guests are more loyal when they walk away from their stay “delighted.” Among those who were delighted, 80% said they “definitely will” recommend the hotel to a friend, relative or colleague”
Excerpt from Study: All Time Guests Satisfaction at an All Time High.
Jeff Weiner, CEO, LinkedIn-
On Recognition-“Every individual you work with, regardless of their position within the organization, not only wants to be recognized — they need to be recognized. It’s a fundamental part of human nature.”
“While compensation is an important part of the mix, recognition goes well beyond what a person earns. It can take the shape of a promotion, a shout-out at a staff meeting, a congratulatory email, or a pat on the back. The key is taking the time to understand what motivates the individual and expressing your appreciation whenever appropriate. The more personal and authentic, the better.”
Chester Elton and Adrian Gostick-
“These are the most common top work motivators out of 23 possibilities for people aged 20-29”.
Most Motivating Work Concepts for Millennials:
- Impact (76%. This concept appeared as a top work motivator in 76% of millennials’ Motivators Assessment results.)
- Learning (59%)
- Family (51%)
“The bottom three motivators (those concepts that are least engaging to this rising generation) were the following:”
Least Motivating Work Concepts for Millennials:
Prestige (22%. Appeared as a top work motivator in only 22% of millennials’ Motivators Assessment results)
- Autonomy (22%)
- Money (10%)
Excerpt from Pretty Soon, All Our Workers Will Be Temps
Linda Harding-Bond is the creator of The Best Online Spa Retail Training Ever, a teaching system designed for spa managers who lead teams of introverted therapists.