tHE MaKiNg of aN all-star
(conTInUEd FRoM PAgE 44)
education center, so earning, gaining
and keeping trust is key.”
Skincare Butik’s owner Catharina
Pehrson raves about how invaluable
Candy’s outlook on customer care is to
the spa saying, “She has been with us for
18 months, and she has made a signif-
icant difference. If only we could clone
her!”
The difference comes from Candy’s
ability to create a company culture that
focuses on delivering the best customer
experience possible. Recently, Candy’s
team planned an in-home spa party for a
customer’s special event. When the
customer suddenly came down with the
flu, the team was all hands on deck to
prepare the small spa for the large event.
Candy’s team was dedicated to making
the customer experience unforgettable—
even when things didn’t go as planned.
“The end result was beyond her expec-
tations. Even without her there to
coordinate, her guests raved to her
about how wonderful it was. She even
came into the Butik when she was
feeling better and thanked me in person
saying that she may even want to host
in-spa in the future.”
An expectation and culture of
customer service excellence results in
happy and loyal clients every time.
“How customer service is conveyed
begins at the top and funnels down to
the team members on the front lines,”
adds Candy. “For excellent customer
service to be delivered from top to
bottom, you must have a culture that
puts emphasis on its importance with
clear expectations and goals.”
tiP: Be a closer
“The ability to properly close a customer
interaction is crucial. After a treatment
guests should always be genuinely
asked how their service went, if there
is anything else you or your staff can
do for them and let it be known you’re
here to make them happy. Always look
for small opportunities to show your
customers you truly care and exceed
their expectations. not everyone will
communicate when something is
bothering them, often because you
may not have communicated that you
care. When a customer service
interaction is properly closed, you will
have shown the customer that you care
about getting it right, you’re willing to
keep going until you get it right, and
that the customer is the one who
determines what right is.”
(conTInUEd on PAgE 48)
great customer service comes down to making your guests happy. How can you make find stand-out ways to ensure their happiness?
46
PULSE
■
June 2018