It’s a tough job, but someone’s got to do it. Working at Wahanda means visiting our fair share of spas, salons and fitness centres, reading through countless user reviews on Wahanda and sharing experiences with all spa goers, yet I’m still amazed at how inconsistent and varying the service can be from spa to spa. The good news is that there is trend to the complaints & feedback, so spas & wellness professionals can be heartened by the fact that small changes can make a big difference. And these small changes will lead to better customer service, and more satisfied (and repeat) clientele.
So I decided it was high time to turn all of these observations into something constructive, and have produced a list of top tips for spas, staff and therapists to take note of, so everyone that walks through the doors of a spa or salon leaves 100% satisfied.
There are plenty of places that list ‘Spa Etiquette’ for customers, but never for the professionals – at Wahanda we’re all about tearing down walls, demystifying the mystical, removing velvet ropes and opening up the dialogue. I want this top tips feature to become a reference for ‘best practice’ that everyone – spa owners, managers, staff and independent therapists alike, can consult to make sure they’re up to speed on what consumers expect. I’d love to hear your own personal feedback too. Plus, we plan on incorporating these tips as a permanent part of the Wahanda site for future reference.
Through this three-part feature I’ll focus on the pre, during and post treatment experience. This week, it’s all about:
Pre-appointment tips…
Before coming to the venue, the wellness business & professional should:
- Ask the customer’s preference for a male or female therapist
I know many women who want female therapists, and many men who feel uncomfortable having male therapists. At the same time, some men who prefer male therapists to perform treatments such as deep tissue or sports massages, so it’s really important that spas and businesses clarify this beforehand – you’d be surprised how often this is not the case!
- Staff should be able to explain all treatments on offer
All phone and front desk staff should have either experienced all of the treatments you offer, or have an in-depth understanding of all treatments so that they can explain to consumers what is involved
- Inform the customer as to the undergarment policy / clothing requirements
It’s critical the customer knows in advance what the undergarment policy is and what the etiquette is for how to dress underneath the robe. On Wahanda we capture this information in our spa listings whenever possible so our users know exactly what to expect. Sometimes the policy depends by therapist, so it is the responsibility of the business to inform the customer
- Advise the client of how early they should arrive pre-treatment
Some spas give you these inane forms to fill out before each appointment, so if it’s going to take 15 minutes to complete, let me know on the phone so the pen-pushing doesn’t eat into my treatment time.
- If I filled out a form the first time I came to your spa, do me a favour and keep it on file so I don’t have to fill out a new one every time I come back
If circumstances have changed or I have a new problem area, I’ll tell you.
- Inform the customer of the cancellation policy
Doing so verbally will eliminate any misunderstandings.
I am sure there are many other “pre-appointment” tips, so please let us know so we can begin to create a comprehensive reference.
