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B y J u l i E Pa N K E y

JMPankey Partners specialize in spa operations consulting , social media , website design , marketing and brand development . Founder JuliE PaNKEy , known as the 7- figure spa consultant , is a resultsoriented spa industry expert and visionary .

About 11 years ago , I got swept up in a world of ultimate customer service as an executive spa director at the Four Seasons . The word “ no ” was not an option . If it was legal and moral , we would make the request happen . I have carried this lesson with me to the deepest depths of my core : create a company culture where exceptional customer service is paramount and the philosophy of over delivering is everyone ’ s primary focus .

Exceptional customer service is a spa differentiator . guests can get the same treatments and products at any other spa in town , but they will choose — and continue to choose — your spa because of the amazing service you give them . The warmth , care and kindness that a guest receives in your spa will turn into referrals , word-of-mouth advertising and social media reviews . Remember , mistakes handled correctly can be opportunities , but poor customer service is irreversible .

But , how do you instill the importance of customer service and experience in your staff ? After all , they are the ones interacting with your customers . They have the power to turn any interaction into a lasting impression . As soon as your staff becomes off their game , your customers will certainly feel it , so here are a few tips to maintaining exceptional customer service every single day .

38 PULSE ■ June 2018