solviNg iNdustry ProBlEMs
7.
role Play training.
I am the biggest fan of role
play as a training tool. The reason role
play works is because you can engage
your team in a controlled environment
with the goal of preparing them for
potentially difficult situations. If you
are asking your team to consistently
provide exceptional customer service,
you must provide training. By providing
your team the opportunity to practice
specific behaviors needed to handle
customer interactions, you are
setting them up for success. Try adding
a role play scenario at the end of
each staff meeting. It will be a fun way
to get the group involved together
while also sneaking in quick training
sessions.
“Share feedback with your team.
Congratulate your employees on their
strengths and implement training
sessions to work on weaknesses.”
8.
Quantify your strengths
and Weaknesses.
Evaluations can be extremely effective in
measuring the success of your customer
service. The same November 2016 ISPA
Snapshot Survey asked which resources
ISPA spa member respondents use to
monitor customer service for their spa.
Eighty percent used customer surveys
conducted electronically, 74 percent
used review sites like Trip Advisor, Yelp
or Google and 62 percent used social
media. Some of the tried and true
options like feedback cards (63 percent)
and secret shoppers (61 percent) were
also popular. Once you receive the
results of your evaluations, be sure to
share them with your team.
Congratulate your employees on their
strengths and implement training
sessions for your team to work on
weaknesses. n
3 Ways to successfully rebook a spa guest
dEMEtria gilKEy, salon owner and customer experience expert who works
with salons and spas to improve their guest experience and thrive together as a
team, has a few simple tips for turning first-time guests into repeat customers.
1. asK tHEM. Is it in your company policy to ask customers to schedule their
next service upon checkout? This simple question could result in a huge
rise in repeat clients.
2. loyalty PrograMs. Acco