“Often, the number one desire from a
customer is the longing to be heard.”
employees—roleplay different scenarios which might take
place in your spa that would require quick thinking and level-
headed responses. The more prepared your staff is to handle
difficult customer service complaints and situations, the more
prepared they will be to respond in a way that will be well
received by the client.
Obviously, the easiest way to handle negative reviews of
your spa is to avoid receiving them to begin with. Often, a
customer’s number-one desire is the longing to be heard. If
you’ve worked to connect with your customer on a personal
level—asking about their day, what they like to do in their spare
time, if they are currently traveling—before the negative event
occurs, they’ll be more likely to vocalize any concerns or frustra-
tions directly to you, rather than heading straight to the internet
to voice their frustrations. Ask questions and check in with your
client during their visit, making sure they are comfortable and
happy with the level of service they are currently receiving.
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Win-Win.
Reviews, both good and bad, can help you discover areas
of your business that are thriving as well as areas which can
use improvement. Often, these things can be overlooked by
those who are closely involved; therefore, a fresh outsider’s
perspective could be the missing link in experiencing a
business salvaging “a-ha!” moment. By taking the time to
thoroughly examine your spa’s online reviews, both good
and bad, you have the advantage to hone into market
trends and what treatments and services are in demand,
as well as recognize any voids that might currently exist
within your spa, whether it be operating while understaffed
or providing an outdated spa menu. Having all this insider
knowledge straight from your spa guests’ mouths puts
you and your spa at a huge advantage and provides you
with the perfect opportunity to cater specifically to future
business. n