Pulse June 2018 - Page 45

“do what you do so well they will want to see it again and bring their friends.” Although Walt disney was probably talking about the movies and amusement parks he created when he said this, you could easily apply his sentiment to the spa industry. After all, spa is about more than just the treatments on the menu, it is about meeting the needs of your guests, so they’ll want to come back or share their experience. Most spa professionals already do this. However, what if you did more than just meet the needs of your guests? What if every customer interaction exceeded their expectations? In February’s ISPA Snapshot Survey, we asked respondents to nominate a customer service all-star within their organization who stood out as a champion of customer experience. these eight spa professionals come from different jobs and backgrounds, but all have one thing in common. for them, customer service isn’t just part of their job, it is their job, and they do that job so well, guests are coming back and bringing friends. So, we asked these all-stars to spill their secrets for achieving customer service gold. June 2018 ■ PULSE 43