Less Than Perfect Customer Service is Tantamount to Business Failure (Especially in the World of Spas and Aesthetics)

Especially in the world of spas and aesthetics, an industry in which quality customer service is the cornerstone of success, client services is everything.

The reason for this is quite simple: quality customer service leads to repeat business and referrals. Marketing expenses to acquire customers are quite large, to loosing customers who could be repeat through poor customer service is financially stupid. So is looking a source of referrals, the lowest priced way of getting new customers. Word of mouth from happy, satisfied clients brings people to an aesthetician ready and willing, and in fact expecting to be pleased with the service. They are ready to become regulars and stay forever.

Causes of Poor Customer Service

The causes of poor customer service are varied, but all can be remedied. Some people in business simply don’t know any better. It is an unfortunate fact of our modern age that good manners are not taught as they once were. Various media promote lifestyle choices to young people that include low self-esteem and poor self image. Modes of dress are informal to an extreme and young people of both genders are not taught the art of polite conversation. The way to fix this mess if hiring younger aestheticians is simply to make sure that they are articulate, have some semblance of common sense and understand the ground rules of the business. A concise policies and procedures manual, or employee handbook can serve as an outline for employees and for managers as to how clients should be treated, what mode of dress or type of language is acceptable, and how to go about improving customer service.

The Masters of Human Relations

Also, an investment in a paperback version of one of the great books of human relations that could be given, or loaned to a new employee could be a sound investment. There are many good books on this subject. Dale Carnegie’s How To Win Friends and Influence People has been in print since the 1920’s and is still considered the standard by business people. Consider making a copy available and you may be quite pleased with the results.

Stay Aware of Your Environment

The next step is simply staying aware of your environment and communicating with the customers. The owner or manger of a spa should make an effort to visit with customer and make sure that they are happy with the service they received. If anyone gives a negative answer, investigate and assure them that you will be doing your best to solve any problem that may have come up. The manager is responsible for the business and ultimately for quality customer service, and the survival of the business.