With the looks of it, the trend to wellness is unlikely to subside. This is one of the reasons why more and more businesses are related to the given industry. As a matter of fact, there has been an increase in spa-related services in the year 2011 and it has never stopped since then. Even if this is the case, most practitioners and spa owners are not exempted to the challenges of customer service. Well, this is not surprising know that it transpires to every venture out there. If you want to succeed in here, you should exert effort in learning more about the undertaking. How do you do this, though?
Upgrading your Customer Service Features
If you own a spa business, you have surely encountered customers who have so many complaints. If you haven’t, you are lucky. But please prepare because this is the reality for every service provider. Since that is the case, what can you do in order to handle complaints?
- Always listen and understand.
Whatever the concern of your customer is, you need to listen. It may be against your employee. Accept that. There are times when they would call out some aspects of the services you give. Do not ever go into the temptation of responding. Always take your time so that you can listen to what the client has to say. This is a chance to drive their frustration away.
- Be in the situation and empathize.
When you are done listening, the next thing that you have to do is empathize. By empathizing, you are given the situation to create a bond between you and the customer. This is also a chance for the customers to know that you have heard their views and that you are going to do something about it. This is also a way so that the issues are resolved.
- Find a solution and offer it.
Finding a solution may be the most challenging part of it all but that is actually the reason why you are there. You can do this by focusing on what you can do. Do not dwell on your shortcomings as they may only worsen the scenario. Do not feel pressured too. There are instances when the solution you offer is not exactly what the person is asking of you. That is just alright. You can only do so much. At least, do not deny them of their request. Focus on the most feasible approach if you can.
- Execute the resolution you have come about.
Of course, the problem will only be solved if you execute your solution. Again, if you cannot give the exact answer, at least find an alternative to it.
There are so many spa-goers in the country. The same is also true with salons that do their best to win customers. If you will fail to address the need of your clients, they can just find another provider in a snap of a finger.
Do not risk it!