MEMBEr PErsPEctivEs
By KElly HEitz
staNdiNg out:
Member Spas Get Creative with Customer Service
great customer
service starts at
the front desk and
extends beyond the
guest's time at
your spa.
here does excellent customer service
come from? Is it something you’re
born with? Maybe. Is it something
that can be taught? Probably. Is it
something that can be ingrained in
your company’s culture? Absolutely.
The companies who have found the secret sauce to impec-
cable customer service all have one thing in common: it’s part
of their culture.
This means that employees want to do everything they
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June 2018
can to help a customer. It means they are empowered to make
decisions regarding customers on the fly and they are treated
with the same respect you expect them to treat your
customers with. Great customer service and company culture
go hand-in-hand, and it all starts with spa leaders.
In this month’s Member Perspectives, we asked
several ISPA members how they strive to make excellent
customer service a part of their culture. Their insights and
perspectives vary, but all come down to the same thing:
strong leadership.