One of the corner stones in both of my former spas as well (as my current massage practice) was providing personable, friendly caring customer service to everyone who walked through the doors from the wealthiest clients to the postman. I think  it was one of the biggest reasons people came back to us again and again. They knew we appreciated their company and business and would take care of them while they were in the spa.

Some simple little things we did:

• Remembered their names when they came in
• Thanked them for calling or coming in
• Asked them how their services were
• Started their appointments on time
• Took the time to visit with them and have enjoyable conversations
• Did whatever feasibly possible to satisfy their concerns and problems

Today I got a GREAT reminder of this from one of my favorite sales and service trainers, Gitomer. I've just gotta share it with you!

Here's a bit from the article:

Service leads to sales, if you know how to act and how to ask. Every time a customer calls it’s an opportunity. The only question is: how are you taking advantage of it? Answer HELLO! Not a thank you for the call, telling me how important it is while you put me on hold for the next available agent, or to “serve me better” ask me to select from among the following eight options.

Selecting from among the following eight options is not one of MY options – and I have the money – and you want the money – and you need the money – so wise up...

Click here to read the rest of the article

See what you think and come back here to share ideas about how you give great service to your clients. I'd love to hear it!

PS - Social Media Update...I am unexpectedly doing a webinar Thursday night 2/4 with the folks at DaySpaOwner.com. The webinar is on 7 Reasons to Use Social Media for you Spa, Salon or Massage Business  and will kick off at 4PM PST/5PM MST/6PM CST 7 PM EST.

                

In addition to the valuable information about how to add social media to your current marketing efforts, there will be some cool bonuses for people who attend this first preview for my upcoming Social Media Boot Camp. Please spread the word and attend if you can!

Click here to register!