“Words of genuine encouragement and positive
feedback help people relax, creating a support
system for them...sometimes that genuine focus
and connection is all it takes to elevate a
customer experience.”
ensures every customer knows her focus
is completely on them. “I try to be calm
and accommodating. Words of genuine
encouragement and positive feedback
help people relax, creating a support
system for them,” she notes. “As a
beauty advisor I try to accomplish a
solid level of trust between myself and
clients. I try to be patient, non- judgmental and kind. I ask them
questions to address their needs in a
non-invasive and non-intrusive manner. I
listen and give truthful and insightful
suggestions, so I can appropriately
accommodate and respect their needs.”
Sometimes that genuine focus and
connection is all it takes to elevate a
customer experience.
Mary church the next goal they would like to achieve
before their visit back to Spa Montage
Laguna Beach,” notes Church.
This is probably why Patrick Huey,
corporate spa director at Montage Hotels
& Resorts, immediately though of Church
when asked about customer service all-
stars. “At Montage Laguna Beach we have
a rockstar named Mary who has been
with the company since its inception 15
years ago,” says Huey. “Not only is she a
repository of the institutional memory and
DNA of Spa Montage, but her advanced
technical skills allow her to deliver a
flawless, completely connected and
emotionally charged treatment. This level
of customer service is what is required to
keep guests coming back.”
Church’s skills are an invaluable asset
to the spa, but her customer service
acumen and dedication to everyone who
comes through the spa’s doors are what
Massage Therapist
Montage Resort & Spa - Laguna Beach
LAgUnA BEAcH, cALIFoRnIA
For Mary Church, a massage
therapist at Montage
Resort & Spa in Laguna
Beach, customer
service is about
education. She feels
her job as a massage
therapist is to teach the
guest about the spa—
whether a first-time spagoer or
regular customer—so they bring the spa
mindset into their everyday lives. That’s
when a customer will truly feel completely
taken care of. To Church, education is
the way to connect with guests and is
the ultimate level of service. “When
discovering my guest’s primary goal for
wholeness, I share home care to build on
tiP: step up to the Plate
“Show up, add up and give 100 percent
of who you are. you don’t have to be
perfect, but you do need to be real.
What does that mean? It means be
truthful with your words and your
actions. People appreciate authenticity,
and they know the difference.”
sets her apar t.
“Assisting our guests to bring out their
inner and outer beauty occurs in meeting
each individual where they stand. When
I am engaged with a guest, listening to
the whole body sets the stage for a
complete and personal journey into a
joyful renewal of wholeness.”
tiP: always take action
“Action is the ultimate keyword to
customer service. It’s about bringing
everything together to maximize and
exceed the guest experience. For
example, one of my lovely guests was
in deep sorrow after the loss of her
beloved cat, so I wanted to do
something very special for her.
I arranged a meeting with a local
Laguna Beach glass blower, John
Barber, to make a custom urn for her
cherished kitty.”
June 2018
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