Work stations and treatment rooms aren't home away from home for your employees. While a personal item or two are useful to establish rapport, they can detract from the professionalism of your business. There is a big difference between being personable and too personal. Keep it professional.
Smoking
It amazes me that any spa or salon owner would allow employees to smoke in front of the business. Smoking has become less and less acceptable, especially in an industry that is becoming more closely associated with wellness. Even spa owners who keep smoking during work hours out of client view should realize the odor that clings to the hands and clothes of a smoker can be extremely unpleasant to customers.
Unhappy Customers
What if you had a customer who was uncomfortable because they hadn't been given clear instructions about where to wait or what to do after changing? What if a claustrophobic client was left during a facial while under mask and became anxious? The first situation I witnessed when a bathrobe clad male client, popped his head into the reception area of a spa at a 5 Star property to ask what he should do next. The second situation was told to me by a woman who said she was so embarrassed she would never go back. Neither situation was anyone's fault. Both could be easily remedied by a clear customer service process.
Many successful business owners ask customers for feed back. CSI, or customer satisfaction index is an essential component of an effective Customer Service Program. You must ask for customer input to validate your program is on track. A client survey at checkout is possibly the best method as customers can submit their comments anonymously.
Another popular method is the E-mail survey, though it may prove less reliable as customers may hesitate to provide negative feedback when they can be identified. Another technique is to incorporate a postage paid return survey with a client appreciation offer. A program like this can be conducted bi-annually or annually and will reinforce client loyalty while providing valuable feedback. There is additional cost to choosing this method, but when weighed against of the cost of losing business to your competitors, it winds up being a bargain.
Will your spa pass the Customer Service IQ test? Start with a clear customer service process in place. Monitor customer satisfaction through feedback. If you establish a program up front, you will be much more likely to earn a passing grade.
