Let’s be honest, clients call the shots. Their customer experience is crucial to the success of your business. It can make or break it.
Now, more than ever, clients are more knowledgeable. They have high expectations and many options to choose from. Their loyalty is fickle.
This can be challenging for a spa owner.
How do you set your spa apart? How do you maintain regular clients and attract new ones?
A huge part of the spa experience will involve the spa linen. You want it to impress your clients.
But that’s not all.
We have five proven tactics that will improve your client experience.
1. Make Bookings Easy
An online booking option offers clients convenience. You want your business to always be available to clients.
Give them the option to reschedule a booking. It is better to reschedule than cancel where possible.
Collect data on your clients from the information keyed in during online bookings. Get to know their preferences.
Software such as Book4Time offers online booking solutions. They collect information on clients that can help spa owners drive profitable actions.
Use social media to your advantage. Facebook, Instagram, and Twitter have a lot of reach to clients.
You can market your services on social media free of charge. Clients can also contact you through these online platforms.
2. Leave a Great First Impression
From the time a client walks into your spa, they are vetting it, deciding whether they’ll make a second visit.
Give your clients a warm welcome right from the reception. Greet them and get to know their name. Address repeat your clients by their name. They will be happy that you remembered their name and feel valued.
Find out how their day was. By taking interest in your clients' lives, you make them feel loved and appreciated.
Offer a smile. There is nothing like a genuine smile to create a great first impression. A warm and confident smile will put both you and the client at ease.
If a client has to wait for service for a few minutes, show them where to sit. Offer them a drink and magazines to read.
Better still, if they are a regular client, take note of their preferences. Go ahead and give them a personalised experience. For instance, if you notice they love green tea, ask them if they would prefer to take that.
Research shows that 71% of customers are highly dissatisfied with impersonal service experiences. On the other hand, 44% are likely to come back if you offer a personalised client experience.
“It’s not the impression you make. It’s the impression you leave!” – Marilyn Schwartz.
3. Have a First-Time Special Offer
Everyone loves a good sale. It’s hard to resist the idea of saving a coin or two!
Use it to entice first-time clients. Create a special experience by providing quality services.
By offering a deal that is difficult to turn away from, you will end up getting more clients who want to give your spa a try.
Make them understand that the first-time special offer was an introduction only. This can get them hooked and keep them coming for more services.
Try to turn at least 20% of these into repeat clients. Offer discounted rates or a redeemable points system that a client can use after many visits. This can make a difference between a one-time visit and a regular client.
4. Use Quality Linen
Your spa linen should show your clients that you care about their experiences. Stocking good and clean quality linen at your spa should be non-negotiable.
Finding good quality linen does not have to be a struggle. Australian Linen Supply is a sure bet. Not only do they stock good quality products, but they are also affordable.
Let your spa towel display look stylish. This will create an attractive and memorable experience for your clients.
Three stylish ways to display your spa towels include:
Image from: jaymariesoula
Fold your towels and stack them up on a shelf. Place extra towels on the top shelf, while the ones used daily sit at a more accessible height. It makes it easy to grab a towel when you need it.
Fold towels of different colours together. This will give you a beautiful contrast and great visual appeal.
Image from pexels
This is the beautiful art of folding towels to form different shapes. There are a variety of origami forms, including boats, pinwheels and hearts.
Image from: Innviertlerin
These aim at creating an attractive sight. Use towels of different patterns, colours and textures to add an elegant touch to your spa.
NB: The fabric of your towels will affect the folds. Always starch and iron your towels to get a perfect fold. Or, even better, use high-quality towels from a good supplier.
5. Ask for Feedback
If you want to improve client experience in your spa, listen, learn and act.
Train your team to always ask for feedback from clients. They can do this by asking questions and paying close attention to the answers.
Do you get the point?
It’s not enough to ask for feedback. When you do, use it to deliver beyond the clients’ expectations.
Give them the best service and they will keep coming back. You can turn even the biggest critics into loyal customers.
How, you might ask?
- Allow the client to vent. An angry person wants to be heard. Give them that chance without any interruptions. Don’t take their sentiments personally. Listen with an open mind.
- Empathise with the client. Thank the client for reaching out and expressing their frustration. Make sure your tone is not condescending. Don’t defend yourself even when you think you have a right to. This will only make your apology look insincere.
Find a solution. Discuss a resolution. Offer the client options. It costs more to get a new client than to keep an existing one.
Act on the complaint and provide a lasting solution that will leave the customer happy.
Here is a video of a company that listened to its harshest critics. They used the information to make their best product.
Improving client experience in your business means you have to offer clients the best.
“Whatever you do, do it well. Do it so well that when people see you do it they will want to come back and see you do it again. And they will want to bring others and show them how well you do what you do.” - Walt Disney
Now that you are a pro at client experience, go ahead and wow your client!
Visit Australian Linen Supply for high-quality, affordable linen for your spa.
Feature Image: rhythmuswege