Pulse June 2018 - Page 48

tHE MaKiNg of aN all-star (conTInUEd FRoM PAgE 44) education center, so earning, gaining and keeping trust is key.” Skincare Butik’s owner Catharina Pehrson raves about how invaluable Candy’s outlook on customer care is to the spa saying, “She has been with us for 18 months, and she has made a signif- icant difference. If only we could clone her!” The difference comes from Candy’s ability to create a company culture that focuses on delivering the best customer experience possible. Recently, Candy’s team planned an in-home spa party for a customer’s special event. When the customer suddenly came down with the flu, the team was all hands on deck to prepare the small spa for the large event. Candy’s team was dedicated to making the customer experience unforgettable— even when things didn’t go as planned. “The end result was beyond her expec- tations. Even without her there to coordinate, her guests raved to her about how wonderful it was. She even came into the Butik when she was feeling better and thanked me in person saying that she may even want to host in-spa in the future.” An expectation and culture of customer service excellence results in happy and loyal clients every time. “How customer service is conveyed begins at the top and funnels down to the team members on the front lines,” adds Candy. “For excellent customer service to be delivered from top to bottom, you must have a culture that puts emphasis on its importance with clear expectations and goals.” tiP: Be a closer “The ability to properly close a customer interaction is crucial. After a treatment guests should always be genuinely asked how their service went, if there is anything else you or your staff can do for them and let it be known you’re here to make them happy. Always look for small opportunities to show your customers you truly care and exceed their expectations. not everyone will communicate when something is bothering them, often because you may not have communicated that you care. When a customer service interaction is properly closed, you will have shown the customer that you care about getting it right, you’re willing to keep going until you get it right, and that the customer is the one who determines what right is.” (conTInUEd on PAgE 48) great customer service comes down to making your guests happy. How can you make find stand-out ways to ensure their happiness? 46 PULSE ■ June 2018