Have you ever walked into a salon or spa and automatically you can tell that they have their stuff together? From the aromatherapy scents that are drifting through the air, to the drinking water that is filled with various fruits, to the clean and spotless environment as well as the soft relaxing music that you can hear? I know I have and I love it. Perhaps you have an appointment to get a massage or skin care service and as you are walking through the hallway, there is a sweet silence and low lighting that gets you mentally prepared to receive the best service from a qualified professional. And after you receive your service, you are then escorted to compensate for your experience? You are so impressed that you sign up for a membership, monthly e-newsletters, and make future appointments. You cannot wait to tell all your friends about your amazing experience.
That my friends is how every customer should feel when they enter and exit your salon or spa. That is a great example of a customer experience. I must ask you, does your organization have a customer experience plan in place? If not, it is certainly not too late to establish one. Here are a few guidelines to help you get started:
1. Make the experience unforgettable. And I mean unforgettable in a great way! It doesn’t have to be expensive or costly, but a lot of businesses forget that people pay for an experience. People no longer want to wait 30 minutes to be seen by their service professional. Be on time and start the appointment at the schedule time.
2. Listen to your guest. It seems that nowadays everyone wants to get a word in and the last word at that. The guest is coming to you to relax, unwind, and relieve some stress. Don’t talk over them. Let them lead the conversation.
3. Exceed their expectations. That’s right! Go above and beyond their expectations. I always ask each of my new guests what their expectations of the appointment is and we go from there. After, I ask, have I exceeded their expectations. If they say no, that gives me an opportunity to address the issue and provide a solution.
There’s nothing like an amazing customer experience that will keep your customers coming back for more! Plus, they will most likely share their positive experience with their friends and family, which will result in more income for you!