Three Foolproof Customer Service Fixes For Your Spa
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.
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Linda Harding-Bond
