customer service

Customer Service—It Isn't What It Used to Be

Is Customer Service a Lost Art?
While I don't consider myself to be an especially demanding customer, I do expect to be acknowledged and treated with respect. Unfortunately, it seems that many businesses I rely on have forgotten the fundamentals of good customer service. I spent this past summer writing complaints to Hampton Jitney, a bus service that transports travelers from New York City to the...

Great customer service: I LOVE IT and I LOVE TO GIVE IT.

I LOVE MY PHONE and my employees love them too. I am certain you and your staff does too. However, phones are not good in the workplace especially when turned on.
It feels so good to be taken care of. I craved coffee and it was so hot here Sunday in sunny Florida I wanted to try a McDonald’s Mocha Frappe. Never had it before, was tired of seeing the commercials, and not tried one yet. They had a special on them …count me in! The girl who took my order...

Carol Phillips Rocks the House at SpaExec Vegas

SpaExec Las Vegas at Encore Hotel, Las Vegas featured an inspirational keynote from retail and sales guru Carol Phillips
SpaExec Las Vegas at Encore Hotel, Las Vegas featured an inspirational keynote from retail and sales guru Carol Phillips. Her speech, "Rock the House with Retail Sales," motivated spa directors to improve communications between the spa therapists and clients. Here is some of Carol's priceless advice: Make the connection from treatment room to retail boutique." Retail-sized bottles of product must...

“Terms of Endearment” in the Spa?

Did you just call me Sweetie?
I walked into my neighborhood spa the other day to get a manicure and noticed that they had a new receptionist. She seemed to be preoccupied when I walked in. She didn’t say “Hi or Welcome”, so I went in and saw the manicurist waiting for me. Sat down, did my nails and when it was time to check out,...

Cell Phones in Spa Treatment Rooms?

Have you had a one handed massage? I was wondering what happened to the therapist’s other hand… this went on for a little while. I was curious, so I lifted my head to check things out only to find her texting! Needless to say, I was shocked! I couldn’
Cell phones, Blackberries, iPhones…. it seems that everyone is so attached to them! No matter where I go, people are always preoccupied with them. Do you remember when we did not have all those devices? In the spa, we always remind our guests to turn off their cell phones in order to enjoy their experience. While I was at a...

Anne Bramham gets on her soapbox: first pet peeve, spa ratings

Not being tech savvy I have avoided all this internet activity this far. But it was in speaking with my old friend Nancy Griffin that it hit home: I can really say what I like.
Not being tech savvy I have avoided all this internet activity this far. But it was in speaking with my old friend Nancy Griffin that it hit home: I can really say what I like. Nancy said, "It’s about having opinions and we all know how opinionated you are, Anne". Ok, so it’s not a compliment but the opinions I...

Check is in the mail...

My first Groupon check arrived $$$! Thus far, I have booked and made up approx. 50 ladies and more to come. It is steady and nothing we cannot handle along with our regular clients and shoppers. So far so GREAT~
My first Groupon check arrived $$$ Promptly like they said on Monday. Thus far, I have booked and made up approx. 50 ladies and more to come. It is steady and nothing we cannot handle along with our regular clients and shoppers. So far so GREAT~ Offering a discount in this down and very slow recovering economy has been working...

Groupon and me!

Week 2 and five days after my Groupon coupon has run.
YAY! Round One is over. Now on to the next step! Our offer of beauty was: A private makeup session, skin care lesson, and a skin softening aromatherapy hand treatment. It also includes a refreshing signature beverage (alcoholic if they’d like) and a few decadent edibles both served on a silver tray. The offer featured on a Saturday. I was...

What we say is very powerful...

Is your staff trained to find the "right words?"
Two days ago I went to my stylist and got my hair cut and conditioned. It was very busy in the salon and the salon is petite. While waiting to get my hair rinsed and blown dry, another stylist who I admire for her flawless skin, hair and overall look said to the client, "I need to kick you out...

Pedicure oops and retention rates

Here's a personal story about how a pedicure that could have been really nice, wasn't, due to lack of customization/conversation with the client, me!
While visiting my friend Gerri this summer, we decided to go and get pedicures. We called a new day spa near her house, made an appointment and off we went. When Gerri and I checked in, we met our nail techs and were escorted to a very nice pedicure area. So far, so good! We sat back, got settled and...

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