How have you improved customer service?
"WHEN I OPENED GLOW SKIN SPA FIVE YEARS ago, I knew early on the importance of customer service. We have a solid, loyal client foundation, so everything we do is evaluated on a monthly basis. We treat everyone with the utmost respect and kindness. We make sure they are comfortable, hydrated, and relaxed at all times. We never rush our clients, and we give them what they need and deserve every time they step through our door. It's also about feeling what the client needs that particular visit. Like the seasons, clients change, and it is our responsibility to accommodate those needs on an individual basis."—Jillian Wright, owner, Glow Skin Spa (New York City)
"OUR GOAL IS TO ENSURE THAT EVERY interaction is seamless in providing an experience that calms, restores, delivers escape, and builds lasting memories and a desire to return. Our clients understand the standards of service that we strive for because our staff demonstrates a high commitment to quality and professionalism in all client dealings and are empowered to adapt processes to accommodate clients' requests while maintaining service criteria."—Maria C. Gainer, director of spa, The Breakers Palm Beach (Palm Beach, FL)
"HERE AT THE FAIRMONT SONOMA MISSION Inn, we have improved service by incorporating our spa and salon reservations department and staff directly into our spa management proximity. Most resort/hotel operations have an activities agent in a satellite area. By building this into our division directly and with specific treatment training and knowledge to sell and up-sell only spa-related services, we truly better serve our customers."—David Erlich, director of spa operations, Fairmont Sonoma Mission Inn & Spa (Sonoma, CA)
"IN ORDER TO PROVIDE OUR GUESTS WITH the best service possible, we try to find out as much as we can about their health history first so we can make intelligent recommendations. Each guest is given a portfolio upon arrival and asked to fill out a Health Intake form. The therapist reviews the history with them and, after the treatment, completes a second form called On Your Own, which outlines an at-home regimen for the guest to follow. Our spa team is committed to extending our services beyond the spa by educating our customers."—Marie Baumuller, director of The Greenbrier Spa (White Sulphur Springs, WV)