Customers of a business can be either new ones or existing ones returning to buy more. The importance of good customer service can be shown in financial terms, since it costs at least five times as much to win a new customer as it does to keep a current one. Much of the profit of most businesses relies on repeat custom so it pays to look after them.

More than any other area of business, customer service is a way of showing customers that they have made the right choice in choosing your spa. If someone has had a good experience they are likely to tell three friends but if they have had a bad experience they are likely to tell more than double that. There is also a saying that ‘the last person to buy from you is most likely to be the next person who buys from you’. This is often true, especially if you are making a particular effort to provide excellent customer service.

Providing an excellent customer service isn’t always easy yet it has a direct impact on guest purchases, repeat bookings, recommendations and therefore your bottom line. You should be looking to surprise and impress your guests at every opportunity. This can be achieved through:

  • Enhancing your guest experience

  • Adjusting a service to appeal more to your target market

  • Making your service more efficient

  • Changing your company culture so employees feel more empowered and engaged and therefore more able to engage your guests

  • Ongoing assessment and evaluation

Join Alison Snelling of Urban Healing at the Spa Life Conference to find out more about how you can make your customer service the best it can be with new initiatives, training procedures, training programmes and metrics.

To register for the Conference visit www.spaconference.co.uk or call Mike on

08707 80 44 90 or e-mail [email protected]