Insider: Five Little Things that Make A BIG Difference in Spa Customer Service
By Gary Henkin, President, WTS International, Inc. and Kate Mearns, Executive Spa Director, WTS International
Mr. Gary Henkin
In today’s highly competitive hospitality environment, an inviting spa can create a truly memorable guest experience. To that end, there are any number of “small items” that can make a big difference in how your spa is perceived by both a guest and non-guest population. These areas include several basic initiatives with your staff and with the guest that will assist in providing impeccable guest service while energizing the spa.
Celebrating positive initiatives taken by your staff, communicating and sharing information on a consistent basis, empowering your personnel, fostering wellness and paying attention to intuition are just a few of the small but critical items necessary for your staff to produce the kind of guest and customer service ethic that will delineate your spa from others.
Creating a healthy spa culture is vitally important in contributing to a positive experience on the part of the consumer, as you will read in our article "Five Little Things that Make A BIG Difference in Spa Customer Service" in the Hotel Business Review.
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Sincerely,
Gary Henkin
Kate Mearns
WTS International, Inc.
301-622-7800
ghenkin@wtsinternational.com
