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How to Avoid Disappointing Customers

This is a very busy time of year for many of us so it’s a timely reminder for staff to use their checklists - even when rushed - to avoid any unnecessary disappointment and maximise customer satisfaction.

Giving guests the correct information during the reservation procedure is critical in preparing them for their visit. This may include location, parking and what facilities are offered to them during their experience.

I conduct regular mystery shops and study the spa before booking, so generally know if there are free water activities available. I find it surprising some staff don’t mention the complimentary facilities when I book treatments. Also, sometimes these facilities are temporarily closed undergoing maintenance, so it’s imperative this information is shared during the booking process, so similarly, guests don’t book expecting to use facilities and then arrive and realise they cannot.

Two related resources available from Intelligent Spas include:

  • The Reservation via Telephone Policy, Procedure and Checklist from our Spa Operations Manual and our Salon Operations Manual to help you set the standard and train employees on the correct procedure; plus
  • The Avoid Disappointment on Arrival Team Meeting Topic from Naomi’s Service Experience Spa Sessions Manual, or the Package of 3 Spa Sessions Manuals also covering Business Success and Team Performance. These Sessions aim to help owners, managers and supervisors discuss the importance of communicating all the relevant information to their customers and ensure their staff understand this.

Free Samples of these Manuals are available via our Free Samples page.



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