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Category Archives: Customer Services

Spa Infection Control

A  question submitted to Spas2b: I have heard that setting up a Sterilization Centre is a good idea, but how do I do this and what do I need?   Response from:  From Vicki Malo, Director of Sales, KvG Group, … Continue reading →

Choosing a Second Skin Care Line

A question submitted to Spas2b: How do you promote two skin care lines without causing conflicts and confusion between the staff; clients; etc.? We know that the skin care line that we currently have needs to be supplemented, but how … Continue reading →

Pedicure Privacy

A question submitted to Spas2b: Can you tell me how much privacy clients usually prefer to have during their pedicure, and if I should be putting them in a separate room, using partitions, or what?   Our Response: If you … Continue reading →

Customer Complaints

A question submitted to Spas2b: A customer complained about my service, but I don’t think the complaint was fair. I’m fairly new here and was never trained on the treatment and had to check my notes in the service. She … Continue reading →

Deciphering Organic

  The Desire for a Healthy Environment & Lifestyle People desire a healthy environment rather than one that they need to be protected from, and because of this, there is a belief that beauty products featuring the words “natural” or … Continue reading →

Spa Sustainability – Part 1: Un-sustainability

  There are many interpretations of sustainability I think that many of us, although interested in the concept and desperately wanting to do our part, are still somewhat confused.  How can we become even more active contributors to the “reduce, reuse … Continue reading →

Spa Sustainability – Part 2: How to run a Leaner, more Sustainable Business

  1.  Management & Staff Declare your goals – Share knowledge, background and philosophy of your “Environmental Program” with your staff, and prepare a Mission Statement. Next, develop “Eco-Facts” and Action Plans for each of your staff’s functional areas.  Install it … Continue reading →

Customers buy Relationships, Employees buy Opportunities…

  Are you selling Relationships and Opportunities? Our clients are looking for value, results and convenience. But on a deeper level, and perhaps more importantly, they want to enjoy pleasurable relationships that provide them with a sense of belonging and … Continue reading →

Should we redeem Gift Certificates on Saturdays?

  A question submitted to Spas2b: We have a couple of questions in regards to redeeming gift cards on Saturdays and general consensus in regards to cancelations as well. We are torn in accepting gift cards on a Saturday (especially … Continue reading →

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 … Continue reading →