1.
the first impression. You
want to make sure the client’s first
impression with your spa is a lasting
one. This means the booking process
needs to be seamless. The spa may be a
busy place, but the client should never
get that vibe from your staff. Short-
tempered, rushed staff are a sure way to
make a bad impression. Ensure excellent
customer service starts at the beginning
by training reception staff on customer
service best practices. Additionally,
online booking takes some pressure off
the desk staff and is a huge convenience
for the client; they can book anytime,
anywhere. Who doesn’t love that?
2.
Have clear company
Protocols. Nothing turns a
person off more than rude and unprofes-
sional staff, and because you can’t be
there for every customer interaction, you
must trust your employees are always
making customer service their priority.
Make sure your company has a protocol
for everything from staff cell phone use
to client interactions. Once you do, your
staff needs ongoing training and
education on company protocols and
expectations to remain present with
customers.
3.
Explain your Process.
Think way back to the first time
you stepped into a spa. Were you
nervous? Unsure? Often, first-time
clients who have never experienced a
spa treatment are in for a surprise when
they are not explained the process step-
by-step. Take the time to explain your
services, policies and expectations to
new clients. They’ll appreciate the one-
on-one time your staff gives them, plus
there won’t be any unwanted surprises.
“The word ‘no’
was not an
option. If it
was legal and
moral, we
would make
the request
happen. I have
carried this
lesson with me
to the deepest
depths of my
core.”
Be sure to have the ISPA Code of
Conduct displayed in guest-facing areas,
or go a step further and give the guest a
copy of the code during their spa mini-
orientation.
4.
anticipate Needs. A
client’s spa experience should be
seamless; never a moment of uncer-
tainty or need. From the moment they
walk in the door—a greeting, a smile,
coat taken, refreshment offered, service
confirmed—to the treatment room—
correct temperature, music, comfortable
treatment table, a place to change and
store personal items—a spa client
should never have to ask for anything,
practitioners should anticipate needs
before they arise. Once a client’s
preferences are determined, save that
information so everything can be easily
customized on their next visit.
5. regular staff Meetings.
6. set sMart goals.
Frequent staff meetings and
one-on-one meetings are a good way
to build trust with your employees by
genuinely listening, asking for feedback,
focusing on amplifying people’s
strengths and learning to work together
as a team for the same common goal.
Open communication can foster a team
atmosphere that will help in dealing
with customer needs.
According to the November 2016
ISPA Snapshot Survey on customer
loyalty, less than half of spa respondents
said they track customer retention goals.
Our teams cannot be held accountable
if they are not provided realistic expecta-
tions, the tools to do their job and goals
to measure their successes. I am a fan of
setting Smart, Measurable, Achievable,
Relevant and Timely goals. So, instead
of just setting a vague goal to offer
exceptional customer service, turn it
into a SMART goal by saying, “our goal
is to receive a guest satisfaction score
for the month of June of 4.5 or higher
out of 5.” This goal is a SMART goal
that everyone will be able to quantify.
Maybe even add in an incentive if the
team reaches the goal.
June 2018
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