Pulse June 2018 - Page 52

tHE MaKiNg of aN all-star (conTInUEd FRoM PAgE 48) Exceptional customer service starts at the top with great leaders. his team get creative in how they exceed the client’s expectation—and they don’t always have to involve food! “I always tell my staff to not be afraid to ask questions and seek to understand exactly what the customer wants—more than what they need. We already know what the customer needs, but if we can deliver what they want as well, we’ve left an impression.” tiP: the grand slam “First, be efficient and respond in a timely manner. next, listen—openly, honestly and without interruption. Then make a commitment by providing ideas and solutions. Lastly, always follow up. define dates and stick to them.” 50 PULSE ■ June 2018 angela Mccambridge Beauty Advisor THE SPA - Williams Island AdvEnTURA, FLoRIdA “People don’t necessarily remember what you say, but they do remember how you make them feel and their experiences with you,” explains Angela McCambridge, beauty advisor at The Spa at Williams Island Club in Adventura, Florida. “Are you approachable, warm and welcoming, did you listen and ask questions to accom- modate to their needs? These attributes create a sense of safety and make people feel secure.” The feeling of security is important in the spa and should be a major factor in your customer interactions. To ensure this feeling with every customer she works with, McCambridge sticks to The Golden Rule: treat others how you want to be treated. “Plain and simple if you don’t want it done or said to you don’t do or say it to others. It’s good common sense personified.” In the spa industry, customers are often at the height of their stress levels or are feeling the pressure when they walk in the spa doors, which is why McCambridge makes sure to