Customer Feedback ~ etiquette in the response

Whether owning or operating a spa, customer feedback is an ongoing occurrence, if not daily.  For some of you, this might make you squirm in your chair…let me be the one to inform you though that customer feedback, both glowing and constructive are gifts to your business.  When a customer takes the time to provide feedback to a spa owner or director, it truly means they care about the performance of the spa and have ownership in it’s success.  This is a great thing and these are great guests to have as feedback equals retention.

The real question though is how to respond to feedback, especially when it’s constructive or all out negative.  In today’s world, often times we are not receiving feedback in person nor on the phone, but rather through the myriad of social media sites out there; ie. Yelp, Trip Advisor, Facebook, Google+, Twitter, etc.  Yes these outlets make it easy and convenient for a guest to “bash” an establishment without responsibility.  Often times these types of reviews are reactions to a situation both good and negative due to the convenience of mobile technology.

When positive posts come through social media channels, take the time to like, thank, and respond to your guest.  When negative reviews come through, take every opportunity you have to reach that guest, thank them for taking the time to share their experience, give them an opportunity to share the experience with you, ask them what would have made their experience more enjoyable (unless it is obvious ~ ie. my therapist was late and coughed all over me…yikes)  and then take action to find a solution for them.  You want this guest back booking future services.  This guest wants to be loyal, they only need to trust your establishment again.

Personalizing even an experience such as a review posted by a guest, will show that guest your spa is a place for connection, a place for healing, and a place for them.


IPAD Mini Launch = New Spa Treatments

Apple’s launch of the IPAD Mini should inspire spas to create new spa therapies geared towards relieving thumb, finger, wrist and hand pain along with tension in eyes, head, and neck. What should we call these services….”Mini Cures” or “MiniRelief”? The ideas are endless.

I just know that the old fashion way of reading a paperback book is much more relaxing.

I would love to hear your treatment ideas to ensure your guests do not lose the ability to maneuver their IPAD…

Capturing Holiday Parties in your Spa

Are you reaching out to local businesses as they plan their holiday parties? Giving the gift of spa for employee’s hard work and celebrating the year’s success are popular ways businesses are saying “thanks” this year. Holiday parties on your books is a great way to maximize revenues this December and end 2012 well.

Service Standards ~Are they important?

YES!  As an owner and operator of a spa, you might often wonder if service standards are a must for your operation.  What exactly is a Service Standard?  A Service Standard is a procedure put in place and documented to describe in detail how a particular procedure is to be executed.  It should be reviewed and taught to all associates to ensure they fully understand how to execute the particular Service Standard as well how important it is to execute 100% of the time.  Lastly, as the owner or director of the spa operation, it is your responsibility to inspect the consistency of this standard at all times.  Your guests ultimately will be the beneficiaries of all Service Standards put in place so it is imperative you have a comprehensive list of standards implemented within your organization.

A few of my “must haves” in any spa I work with are:

Arrival/Departure Experience, Answering the phone in 3 rings, Greetings, and Guest Name Usage

What are your Service Standards?