Not All Spas are Created Equal: Some Just Get it Wrong in a Really Big Way…
When it comes to the typical spa experience, most people are looking for rest, relaxation, and a little pampering. However, the spa experience can easily become a disaster when the spa doesn’t put the customer’s needs first.
The number one thing spa clients complain about is poor customer service. From the reception staff to the therapists to the manager, every member of the spa needs to treat their clients with respect. When the staff comes off as impersonal, condescending, rude, or unfriendly, this tells the client that you don’t care about their experience or if they return and this can be the kiss of death for spas.
Therapists and estheticians should be highly trained and experienced in the therapies and techniques they perform. Clients want to know that they are in good hands and being treated by someone who knows what they’re doing.
Finally, don’t make your clients feel rushed or make them wait too long. Staying organized and on schedule is very important for keeping your clients moving without creating that frenzied feeling. Try not to overbook clients to avoid getting too backed up. Remember, the goal is to keep clients coming back, not packing them in like cattle.
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How true! I have been to spas that I absolutely love and don’t mind spending the extra money and others are beautiful when you walk in and the service really sucks! There is nothing worse than paying $200 for a high end facial and having to put up with a beautician with an attitude for 2 hours and then she expects a tip!