ISPA Academy Articles
A form of therapy that uses kinesthetic, rational, musical, and emotional functions to work out the mind and body through expressive movement.
Learn about a technique and enjoy a peaceful and relaxing atmosphere where you are taken on a journey to visualize yourself in a new, more positive light.
Spas are known as a haven of renewal and rejuvenation. In that spirit, spa patrons have high expectations for the care they receive, both in and out of the treatment space. In last month’s Pulse, four ISPA members imparted their wisdom about providing excellent customer service. The guest experience is a topic close to the hearts of all spa professionals; following are additional comments from industry experts about the value of a customer-centric approach.
WOWING CLIENTS IS A TEAM EFFORT
“Every guest is important,” says Stephanie Doud of ReadyCare Industries. “Customers have many spas where they could go; we want them to return because of the amazing service offered to them.”
Uberlube’s Cheryl Sloane agrees that an extraordinary experience is a spa mandate, and she has found a full-team approach is helpful. “Customer service comes from the top,” she says. “We need to believe in our team and trust them to make decisions and handle problems. Then, we need to show the team that management has their backs—and always be available for customer service issues. It is never a mistake to have good engagement with your customers.”
Christina Mangiante of Body Bliss believes “each spa director knows how to train their staff on basic customer service, sales and conversational skills at a level that works for them.” And the rewards are great: “Repeat clients, word of mouth referrals, increased gratuities, complimentary reviews will all happen organically with fantastic customer service,” she says.