Pulse January / February 2019 - Page 54

“Often, the number one desire from a customer is the longing to be heard.” employees—roleplay different scenarios which might take place in your spa that would require quick thinking and level- headed responses. The more prepared your staff is to handle difficult customer service complaints and situations, the more prepared they will be to respond in a way that will be well received by the client. Obviously, the easiest way to handle negative reviews of your spa is to avoid receiving them to begin with. Often, a customer’s number-one desire is the longing to be heard. If you’ve worked to connect with your customer on a personal level—asking about their day, what they like to do in their spare time, if they are currently traveling—before the negative event occurs, they’ll be more likely to vocalize any concerns or frustra- tions directly to you, rather than heading straight to the internet to voice their frustrations. Ask questions and check in with your client during their visit, making sure they are comfortable and happy with the level of service they are currently receiving. 52 PULSE ■ January/February 2019 Win-Win. Reviews, both good and bad, can help you discover areas of your business that are thriving as well as areas which can use improvement. Often, these things can be overlooked by those who are closely involved; therefore, a fresh outsider’s perspective could be the missing link in experiencing a business salvaging “a-ha!” moment. By taking the time to thoroughly examine your spa’s online reviews, both good and bad, you have the advantage to hone into market trends and what treatments and services are in demand, as well as recognize any voids that might currently exist within your spa, whether it be operating while understaffed or providing an outdated spa menu. Having all this insider knowledge straight from your spa guests’ mouths puts you and your spa at a huge advantage and provides you with the perfect opportunity to cater specifically to future business. n