Five Little Things that Make A BIG Difference in Spa Customer Service
By Gary Henkin President & Founder, WTS International | January 07, 2010
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. In order to develop this culture, staff need to be on board and well trained in all aspects of service delivery. Pay attention to the spa items and reap big dividends in your spa operation.
Customer Service - Cornerstone of Excellence in Hospitality
Given the number of customer service seminars, training manuals, scripts and programs that promise to improve customer service in the hospitality industry, it is a formidable task to choose just one that will work for you and your company. Sadly, many of us in the spa industry actually spend more time educating ourselves and implementing programs than the tenure of many of our staff members. Yet, for leaders in one of the most service-intense sectors of the hospitality industry, spa professionals know that customer service levels are as important as standards and expectations for facility operations. When guests visit our spas, they demand, expect and deserve impeccable service and spa treatment prices reflect that. Thus, customer service is the cornerstone of our business.
Guest Feedback - A Starting Point