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Key Functional Areas you need to Monitor

Today, service excellence decides who stays and who goes.

It’s your #1 Competitive Asset

Thinking up ways to delight your clients is fun, and personally rewarding!  Brainstorm regularly with your staff, but also have them continually assess their own accomplishments in achieving daily “WHOA-AAHH” experiences.

1.  Front Desk

Many complaints are generated from this functional area, for many reasons, BUT, your frontline staff possess the most unique opportunities to learn; impress; gain clients and grow the business from this area, so every phone call, walk-in, and appointment MUST be viewed as an opportunity.

2.  Treatment Rooms – Monitor with Guest Surveys

Ideally, you want your spa professionals to take personal pride in providing a “closed door” service that rivals all others.  But left uninspired, a therapist can be in danger of losing confidence and enthusiasm, leading to a less than stellar work ethic.  Personal doubt reflects dramatically during a hands-on treatment.  But this can be recovered with an improved support system, and ongoing technical training.

3. Common Areas

The common areas in a spa (lounges; lockers; wet floors; retail, etc.) can be quite prone to customer dissatisfaction. In these functional areas, customers are looking for the overall attention to detail that will make their experience a memorable one, and here is where you must increase customer contact.

4.  Management Office

Your most important role as a Leader is to inspire those who answer to you, by leading through example. You are silently observed and critiqued by your staff, every minute of every day. The more positive involvement you provide, the more likely it is that your staff will become more accepting, reachable, true believers.

Be self-ish, not selfish – take care of yourself, so you can take care of others

5.  The Books – Monitor how you’re doing

Are you gaining, losing or staying the same?  Keep track of Staff turnover; Client retention;  Customer complaints; both lost and new business AND your business metrics.

Let’s all support company efforts…Inform your staff that Leadership is a status. It’s a skill that many possess, even those who may not be in leadership positions.

 

About Leslie

Spas2b Inc. is a full service Spa Development company, specializing in Online Spa Management Distance Learning Courses, Spa Business Manual Instant Downloads & Resources, and Spa Consulting Services.
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