Customer Service

26 Mar


I constantly ponder business and customer service. I watch new stores come and go. I observe how long it takes for my meal to be served at restaurants and then how hot, tasty, healthy and well-presented the food is. Some companies, methods and concepts blow me away. For instance a hot towel service on an airline is a nice touch to an international flight. The flip side would be the airline I fondly refer to as, “a terrible airline.” Put the letters together and there you go. Long ago on a flight these geniuses had my 1 year old boarding a plane solo—we were suddenly on separate flights. “Does anyone actually run this airline I said in astonishment…?  I mean, you know, is there someone in charge somewhere?”  How can companies be so vastly different in their ability to provide quality products and services?  Is there a product and service Force out there that controls the madness?

In the customer service industry, if you can’t provide customer service well, go home. I mean give up now. Take a long vacation. Consider a new vocation. I like to think of customer service in the spa as dealing with a group of brides all day long. Think about it.  A bride is hypersensitive to every detail of her “big day.” If any detail isn’t completely as she envisioned the entire experience is lost. Similarly at the spa clients are at the very least taking some of their time to be at the facility. They don’t want to think. They don’t want to talk to an esthetician about her boyfriend. They don’t want to feel like a cog on a conveyer belt.  Today’s spa clients want to experience an exquisite escape of results-oriented rapture. As more and more spas open the anti is up to provide not only excellence in the quality of service, but also excellence in the individual’s perception of their experience. What does this mean?  The devil is in the details. Who is Ms. Smith and what does she want?  Does she really like an extended facial massage?  Does she like to discuss her family?  Does she like a beverage immediately after entering the spa? Does she want to be connected (to the Internet) during every moment of her relaxing treatment?

Additionally, doesn’t everyone appreciate the tiny amenities in life?  Spa-goers are like guests in your home. In my home I try to make my loved ones welcome for visits by stocking the refrigerator with their favorite midnight munchies. I try to set out bath goodies and fluffy towels. I put items in their room that they may enjoy like books and magazines. I try to prepare for those items they may not have packed like a robe, a hairdryer, cold medication. One (yes, one) hotel has this art mastered: “whatever you need or forgot we have, dial zero.” What little things in your spa can you offer that will make clients feel loved, welcomed, pampered and appreciated?  It doesn’t have to be extravagant. The little things in life are truly the things we remember. Think about the little things in your spa.

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