MEMBEr PErsPEctivEs
strengthening relationships with customers
Once you have a strong team who understands that customer
service and experience is the lifeblood of the spa, then you
focus on your customers by anticipating their needs and
creating strong relationships that keep them coming back to
your spa time and time again.
De Vierville suggests exploring the nature of client and
customer relationships beyond the economic exchange. Think
complimentary one-on-one consultations, paying attention to
every detail of your customer’s needs or even throwing a
party!
“Our clients respond best to anything that encourages
them to interact with our team,” notes Kocak. “We have
hosted happy hours and we have a beer and wine license.
This year during out city’s annual St. Patrick’s Day Parade, we
grilled hot dogs for our clients along with any neighbors that
wanted to partake. While most clients just want to get their
service and get going, every now and then it is nice to have
social interaction, which is the best way to strengthen
relationships.”
Connecting with your customers beyond the transaction is
what makes your spa stand out in their minds. Excite your
employees around customer service by asking for suggestions
on how to engage customers. If you start there, you’ll be on
your way to finding that secret sauce to impeccable customer
service. n
f E at u r E d s o u r c E s
BrENda KocaK
Owner sylvia WalsH
Owner
ModEN MalE sPas
duBliN, oHio tHE sPa at traditioNs
JoHNsoN city,
NEW yorK
Prof. JoNatHaN
Paul dE viErvillE
Director
alaMo Plaza sPa
saN aNtoNio, tExas