With so many spas and massage clinics locally, it can be difficult to be competitive. How can you prove to your clients and potential customers that you are better than those other options? How can you hold onto your existing customers, ensuring that they never go elsewhere? Just like with any other business, advancement is important. It is crucial to offer your customers the newest technologies, comforts, and advances in the industry. However, it is also important to remember basic business strategies.
Exceptional customer service
Exceptional customer service might seem like an obvious and simple part of business. Yet, many businesses, especially spas, fail in this area. Customers expect a certain level of customer service. If you are able to go above and beyond that expectation, you have won the customer over. Spas are unique in that they are considered a beneficial investment. A spa trip is not a requirement. Customers often spend money at the spa to achieve relaxation and comfort. However, if you are unable to meet their expectations, they will go elsewhere, or they will forgo the spa entirely. Exceptional customer service is provided in a variety of ways, including friendly greetings, professional bookings, and handling customer problems and complaints in a timely manner.
Increased convenience with technology
Having a friendly receptionist and easy booking process is also important. However, even with the best receptionist on staff, some customers will still prefer to do their bookings and cancelling electronically. It is even possible that customers will choose a different spa with these technological possibilities, even though they are inferior in other important areas. Approximately 83% of millennials surveyed go to a spa less than 5 times a year. Some wonder if this number would be increased with more convenient technological services.
Highest level of comfort and attention
Spa services tend to be costly to some. Because it is not a required expense, it can be helpful to increase the value to the customer. Add in minor extras to make them feel like they are getting their worth. One of the biggest advantages of using massage table blankets is that they increase the customer?s overall comfort. When you choose to use higher quality massage table sheets, the customer notices and is more likely to return.
A spa employee can also increase a customer?s experience and feeling of worth by increasing their attention. Most spas require customer paperwork, prior to receiving spa services. However, many spas do not actually take this paperwork into account and it is merely a form of legal agreement or notification. Encourage your spa employees to spend a few more minutes getting to know the customer. When the employees are better able to understand their client and their needs, they are more likely to feel that they got their money worth.
Use only professional spa equipment
Customers also want to know that they are receiving a service that they cannot anywhere else. If you do not use the best and most professional of spa equipment, then you are likely to see a decline in customer return rates. Investing in the best equipment might cost more initially, but the increase in customer satisfaction rates will pay for it in the long run. In 2016, 16 million people reported using day spa services in the last 12 months.
Offer extra services
Most day spas include services like massages, facials, and nail care. Offering extra services, even if they are not utilized frequently can benefit the business. Additional services include things like professional skin care and sun care. Additionally, when you offer these types of services, you can also sell these types of products. Many consumers are willing to spend more on products they benefited from in the spa setting.
Spa revenues are steadily increasing. From 2014 to 2015, the spa industry experienced a 5% increase in total revenue, from $15.5 billion to $16.3 billion. The problem, however, is that there is also an increase in spa locations. Spas that want to remain competitive in this strong market need to increase their customer service, provide customers with a high level of comfort, and offer additional and beneficial services.