Pulse June 2018 - Page 46

Esmerelda vd Westhuizen Director of Spa and Recreation BvLgARI Resort & Residences dubai contributions they make, loyalty and engagement follow.” dUBAI, UnITEd ARAB EMIRATES tiP: it’s all in the training For Esmerelda vd Westhuizen, director of spa and recreation at BVLGARI Resort & Residences Dubai in the United Arab Emirates, customer service is about trust and loyalty. “Guests will only stay loyal to a spa or brand if they have very good reason to,” she says. “There is plenty of competition customers could choose to move to. You must work even harder to keep your guests and to build their trust in your spa or brand. By providing the best in guest service, you will increase trust, and that could mean the difference between guests’ loyalty and guests leaving.” Every customer interaction is a chance to build that trust, but also take it a step further and provide incentive for word of mouth advertising. BVLGARI Resort & Residences Dubai relies heavily on referrals, so Westhuizen urges every staff member to go above and beyond in anticipating a guest’s needs so they will be compelled to remember and tell others about their experience. “Listen to guest feedback and prefer- ences to better understand what they want and how they want it,” suggests Westhuizen. “By focusing on improving the experiences that matter most to your guests, you can prioritize spend and better allocate resources. This way you will make your guests feel valued. When guests believe their relationship with you matters and that you recognize the “I ensure the delivery of excellent guest service by training my team to be positive and encouraging to everyone around them. guests can tell when someone wants to help them versus being forced to because it’s their job. Through training, we’ve created a friendly and welcoming environment that guests greatly appreciate, which has resulted in a 60 percent rate of return guests and an increased profitability.” allison Nassey Director of Account and Client Relations noel Asmar Uniforms SURREy, BRITISH coLUMBIA, cAnAdA At Noel Asmar Uniforms, Director of Account and Client Relations Allison Nassey is the first touchpoint for the customer, so her impression is the first impression. “Our role is to understand the customers’ needs and anticipate any challenges they might have,” says Nassey. “We always want to wow them and make the process of dressing their team as seamless and simple as possible.” Dubbed “customer-obsessed” by Noel Asmar herself, Nassey takes her role in the customer experience very seriously. She defines customer service as the sum of all interactions a customer has with a company, starting with the moment they contact her and continuing long after they receive their order. “A satisfied customer is a returning customer,” Nassey adds. “By treating our customers like family and meeting their needs with a sense of urgency, warmth and competency, we hope to earn their trust and continued loyalty.” Every customer interaction is a chance to connect on a deeper level. Says Nassey, “I want to go beyond the transactional aspect of the interaction and make the customer feel like he or she is part of the Noel Asmar family. We are so grateful for all our customers; each one is a VIP no matter if they are an independent or the GM of a property. tiP: get ahead of the game To be successful in customer service, you must have a sincere desire to connect with your clients and do whatever it takes to create an outstanding customer experience. Be proactive, engaging and creative. For every problem there is a solution, and if you can solve the issue before it becomes one, you are really raising the bar! Jessica candy Spa Operations Manager Skincare Butik coRPUS cHRISTI, TExAS “Without our customers, we would have no spa. Customer service throughout the spa is essential to success and growth,” notes Jessica Candy, spa opera- tions manager at Skincare Butik in Corpus Christi, Texas. With that in mind,