People come to the spa for a relaxing, stress-free experience. They don’t want to be pressured into buying things or distracted by too much noise, imagery, or even other people. Those are baseline pieces of marketing knowledge that most spa owners understand.
But, if you really want to satisfy your customers, you have to listen to them and go beyond their basic needs. People have all different kinds of ideas and suggestions. If you only stick to your own thoughts and ideas for how to move forward, you could cause your business to become stagnant, and your customers might feel like their voices don’t matter.
So, what can you do to create seamless feedback loops within your spa business? More importantly, how can you harness that feedback and implement changes your customers are looking for?
The Importance of Feedback
Choosing to adopt a feedback-centric approach will help nearly every aspect of your business. Customer feedback is crucial, but don’t be afraid to start by getting input from your employees. When your workers know that their opinion is valued, they’ll feel empowered. That can improve retention, boost your business, and make it easier for your staff to ask customers for reviews, too.
One of the easiest ways to get feedback from staff is during exit interviews. It’s never fun to lose a valued employee, but asking the right questions can help you improve your business. Consider asking things like:
- Why are you leaving?
- What do you think could be improved?
- What was your relationship with the staff like?
- How did your time here align with your expectations?
From a consumer standpoint, feedback is a great way to keep your customers engaged. Everyone wants their voice to be heard. It’s also important for consistent improvement within your spa. It shows that you’re accessible, communicative, and willing to adapt to the needs of the people keeping your business afloat.
How To Foster Quality Feedback
When you have a brick-and-mortar business, there are countless ways to harness feedback. One of the easiest ways to hear what your customers are thinking is to ask for feedback after they’ve experienced a service. This can be done digitally or with a simple survey card.
However, a more streamlined approach that can create a consistent feedback loop is to utilize technology and improve your spa’s communication efforts. Consider using platforms like:
- Social media;
- A business website;
- A blog;
These can all be avenues to harness effective, quality feedback. They also give you the opportunity to encourage positive feedback. Ask your clients and customers to post reviews online. Thank them for taking the time to do so. Make it easy for them with multiple platforms so they don’t get overwhelmed when they’re sharing their thoughts.
Of course, when you encourage online reviews, you’re also opening up your business to negativity or even fake feedback. You can typically spot fake reviews by noting a lack of information by the reviewer, unnatural language within the review, and someone making multiple reviews in a very short period of time. Even if a review is made on a public site, like Yelp, you might be able to get it taken down if you can prove it isn’t legitimate.
Keep your customers engaged and let them know their voice matters to your business. Going to the spa can be a very personal experience for people, so when you take the time to make that experience even more relaxing, you’re likely to see long-term growth and success.