With thousands of spas in the U.S., your clients have a lot of options to choose from. So, how do you win the market? Of course by providing your clients with the best products and treatments and delivering results will make them come back for more, but how do you bring your business to the next level of success? You must provide your clients with exceptional customer service. Below I share key tips that will ensure you offer your clients the ultimate in spa treatments and amenities.
Build a reputation.
Just as important as providing a service is providing it in a standardized way that builds the reputation of your business.
Client interactions is the core component of this. Everyone from your front desk staff to spa personnel must be trained to understand the importance of positive interactions and make clients a top priority.
Greeting the client upon entry is key. As they say, “a first impression is a lasting impression.”
When I owned my skin care spa in NYC, I preferred that my clients were referred to as “Mrs. Smith”, rather that “Jane”, and the clients appreciated this respect. Personally, I always find it unprofessional when I walk into a salon or spa and am greeted by the receptionist as “Lydia.”
Make your clients feel special.
Take a tip from the airlines and allow your clients to hear the magical words, “You’ve been upgraded!” at your front desk. This will make clients feel like VIPS.
What services can be used as upgrades? Adding an anti-stress eye treatment or a professional sheet mask to a client’s monthly facial is a great way to upgrade clients. Your front desk staff should be knowledgeable of these services so they can make informed recommendations to clients.
Never say “no”.
For every special request or need your client presents, you can always find a solution (as long as it’s legal J). Never leave them with the response “We can’t do that!” Today’s clients have a variety of spa options available to them, and very well may choose to find another establishment that better accommodates their needs.
It is essential that you hire a client manager who understands how important it is to fulfill clients’ requests. High-end restaurants in Los Angeles and New York will go so far as preparing special menus to accommodate their customer’s needs. Now that’s true customer service.
And, this shouldn’t be a chore for staff. Get all your staff members on board with this concept by rewarding those who provide consistently excellent customer service.
Give your client’s power.
Empowering your clients means thinking of the ways to give your clients more of the ability to personalize and customize their services.
Establish a promotion that enables valued clients to choose from among a list of free services, once they meet a certain level of retail purchase. For example, if your client spends $300, allow him or her to receive a free spa service at their next visit. The cost to you is minimal, but your client will feel exceptional and will be sure to return.
Get your client’s feedback.
Create a client comment card to be displayed in the reception area to be distributed to clients after treatments to receive client’s feedback and reviews. Reward those who fill out the card with a small gift such as a hand cream. Put a customer review section on your website. Clients will be excited to see that your spa is catering to their wants and needs.
In order for us to be able to provide true top-of-the-line service, everything about ourselves must portray a top-of-the-line impression. Etiquette is key. Leaving good impressions with your clients builds loyalty; impeccable manners leave lasting goodwill. Never forget: Your clients are royalty and must be treated accordingly!
