Pulse September 2015 | Page 30

ATTRACTING AND RETAINING Local Guests BY ALEXANDER MENRISKY egular local guests are the life-blood of many spas. They can provide invaluable repeat business, keep menus and retail products new and exciting, and provide valuable (and honest!) feedback on the quality of results. The more a spa attracts and retains local guests, the more the quality of its services will be apparent and non-local guests will acknowledge its reputation. “I love attracting local spa guests because they keep you accountable for results-driven products and excellent customer service,” says Kate Wind, assistant spa and salon manager at Spa Mio at The M Resort-Spa-Casino in Henderson, Nevada. “As locals, our guests have numerous spa locations to choose from, so it is truly a compliment when you retain their business.” 28 PULSE ■ September 2015