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.


Ahhh the Benefits of Steam

It is always amazing to me how the world of spa and the world of motherhood crossover on an almost daily basis.  As a spa professional, the benefits of steam are numerous and the majority of spas have steam rooms or steam showers for guests to enjoy.

In a spa setting, relaxing in a steam room and taking deep long inhalations boosts the immune system, clears out impurities in the skin’s pores, loosens congestion, eases sinus pressure and more.

At home when infants and young children are feeling sick, congested, coughing or having difficulty breathing, sitting in the bathroom with the hot water from the shower running to produce a steamy room benefit the children.

Why is it then when we grow up and become young adults do we forget this natural remedy when it is there all along whether in our bathrooms or at our favorite spa? Exposing our children to spa in the teenage years keeps these natural remedies top of mind.  Spa is a way of life, a necessity, not a luxury.


Seaweed Skincare Sunday

Today is a beautiful day for a replenishing and nourishing mask to brighten and balance the skin. My mask of choice today is Spa Technologies Regenerative Green Algae Mask. A gentle application full of laminaria algae, white algae, and spirulina algae with eucalyptus and rosemary for added zing. My skin looks and feels radiant!

What have you masked with lately?

Character ~ defining our credibility and competence

With all the talk about character these days in the news, I thought I would share and expand on how I view one’s character both in life and the workplace.  Stephen M.R. Covey’s book, The SPEED of Trust was an inspirational read that truly changed the way I led and conducted business.   If you have not yet read this book, I encourage you to obtain a copy and read it.  Truly inspiring.  Lance Armstrong might not be where he is today, had he had access to this book years ago.  TRUST, as defined in Wikipedia, means to believe in the reliability, truth, ability, or strength of one’s character.  CHARACTER is defined as the mental and moral qualities distinctive to an individual.  Both definitions translate to me that for one to withhold both trust and character, one is truly a decent human being on this Earth and is mindful and thoughtful with every decision and action performed.

It has been my experience both in life and the workplace that once I am able to trust one’s character, a fulfilling and prosperous relationship ensues.  Relationships are expanded upon with ease, efficiency, and care.  When someone is not trustworthy or has character flaws, unnecessary time, discussions and research are needed to either further pursue the relationship or as in recent headlines, clean up a mess created.  This time almost always equates to money spent and typically money not initially accounted for in a budget.

“The first job of a leader—at work or at home—is to inspire trust. It’s to bring out the best in people by entrusting them with meaningful stewardships, and to create an environment in which high-trust interaction inspires creativity and possibility.”
Stephen M.R. Covey, The SPEED of Trust: The One Thing that Changes Everything

In the workplace, these principles set a foundation of attracting and selecting the right people for one’s business.  Taking time in the hiring process to sift through applicants, conduct thorough interviews, and mindfully understand how one’s character will add value to the current team structure will benefit the business tremendously in the end.  Always looking to add character and trust to an existing team will ensure longevity and productivity in the end.

In your personal life, character and trust are almost a given, yet I view as the most compromised and overlooked qualities and values.  Whether choosing relationships, working to improve existing ones or moving away from relationships, always first look at yourself and judge your own character and trust.  How are you measuring up to your own expectations?  Are you contributing to your relationships with extraordinarily high levels of character and trust or are you part of the problem?  I understand this can be a difficult one to execute although an important one.

Spending meaningful time aligning yourself and your business with individuals and organizations reflecting strong values of character and trust will open doors for your success long-term.  If this topic intrigues you and you would like to discuss further, please share your thoughts.

Ringing in the New Year with Elements

I decided a massage was a great way to ring in the New Year and decided to see what Elements Therapeutic Massage had to offer in Henderson, Nevada.  I phoned the boutique spa and was greeted with a warm hello.  As it was a holiday, the spa was closing early and was therefore given one option to book.  This was not ideal although I was pleased I was able to secure a booking with less than 24 hours notice.

The reservationist was pleasant yet informal and secured my booking quickly.  I was able to review the profile of my therapist online which was a nice touch and allowed me to mentally become prepared for my massage.

The day of my arrival, the ladies at the desk were very warm and greeted me with big smiles.  I instantly felt at home and my shoulders began to drop and melt away from my ears.  The informal theme however continued in person as well.  I was escorted to the waiting area which was warm, dressed for the holidays and offered a fruit infused water and mixed nuts to snack on prior to my service.

My therapist greeted me, using my name, handshake and a warm smile.  Off we went to the treatment room.  The treatment rooms were warm and nicely decorated, the massage table was warm from the heated blanket, and I was looking forward to getting started.  Even though I arrived early for my treatment, we started 10 minutes late, which was disappointing although did not detract from the relaxation already settled upon me in anticipation of my massage.  The therapist was kind and delivered a nice, relaxing massage.  A few service standards were missed along the way, and voices could be heard from the next room over (possibly the dispensary?).  Overall the massage delivered what I was expecting and that was a relaxing, decompressing, and rejuvenating experience.

Following the massage, I was greeted in the hallway by my therapist with water and a chocolate, and a recommendation for at home therapy to enhance my experience further.  I was pleasantly surprised  at how comfortable the checkout experience was as this was a membership type day spa.  I was expecting a hard sell to sign up for membership and this was not the case at Elements Therapeutic Massage. I absolutely would return for another massage and was pleased with my overall experience, although do hope for a full 55 minutes next time.