Pulse June 2018 - Page 53

“Words of genuine encouragement and positive feedback help people relax, creating a support system for them...sometimes that genuine focus and connection is all it takes to elevate a customer experience.” ensures every customer knows her focus is completely on them. “I try to be calm and accommodating. Words of genuine encouragement and positive feedback help people relax, creating a support system for them,” she notes. “As a beauty advisor I try to accomplish a solid level of trust between myself and clients. I try to be patient, non- judgmental and kind. I ask them questions to address their needs in a non-invasive and non-intrusive manner. I listen and give truthful and insightful suggestions, so I can appropriately accommodate and respect their needs.” Sometimes that genuine focus and connection is all it takes to elevate a customer experience. Mary church the next goal they would like to achieve before their visit back to Spa Montage Laguna Beach,” notes Church. This is probably why Patrick Huey, corporate spa director at Montage Hotels & Resorts, immediately though of Church when asked about customer service all- stars. “At Montage Laguna Beach we have a rockstar named Mary who has been with the company since its inception 15 years ago,” says Huey. “Not only is she a repository of the institutional memory and DNA of Spa Montage, but her advanced technical skills allow her to deliver a flawless, completely connected and emotionally charged treatment. This level of customer service is what is required to keep guests coming back.” Church’s skills are an invaluable asset to the spa, but her customer service acumen and dedication to everyone who comes through the spa’s doors are what Massage Therapist Montage Resort & Spa - Laguna Beach LAgUnA BEAcH, cALIFoRnIA For Mary Church, a massage therapist at Montage Resort & Spa in Laguna Beach, customer service is about education. She feels her job as a massage therapist is to teach the guest about the spa— whether a first-time spagoer or regular customer—so they bring the spa mindset into their everyday lives. That’s when a customer will truly feel completely taken care of. To Church, education is the way to connect with guests and is the ultimate level of service. “When discovering my guest’s primary goal for wholeness, I share home care to build on tiP: step up to the Plate “Show up, add up and give 100 percent of who you are. you don’t have to be perfect, but you do need to be real. What does that mean? It means be truthful with your words and your actions. People appreciate authenticity, and they know the difference.” sets her apar t. “Assisting our guests to bring out their inner and outer beauty occurs in meeting each individual where they stand. When I am engaged with a guest, listening to the whole body sets the stage for a complete and personal journey into a joyful renewal of wholeness.” tiP: always take action “Action is the ultimate keyword to customer service. It’s about bringing everything together to maximize and exceed the guest experience. For example, one of my lovely guests was in deep sorrow after the loss of her beloved cat, so I wanted to do something very special for her. I arranged a meeting with a local Laguna Beach glass blower, John Barber, to make a custom urn for her cherished kitty.” June 2018 ■ PULSE 51