Customers won’t hesitate to switch companies due to poor service, whether it’s the phone company that keeps them on hold or the sales attendant busy gossiping with her co-worker. This also applies to spas. Half-off discounts and two-for-one specials will bring in business, but you won’t gain the loyal clientele to grow your spa if your staff is inattentive.
“It’s so simple yet people overlook this,” says Vivienne O’Keefe, Spa Profits Consulting. O’Keefe says a lot of staff are caught in a rut. Spa staff must be attentive to customers’ needs and recommend products that are appropriate, not just those that need to get off the shelf. “I have spas that are doing that and they’re growing. Their retail is up and their services are up,” says O’Keefe.