Progressive Spa Business Series: The Ten Commandments of Customer Service in the Spa and Beauty Industry

The ten rules of outstanding spa client services should be practiced  by everyone who works in the business – from the spa manager right on down the line. They are:

1. Always treat the client with respect.
2. Always be honest with the client.
3. Always promote your business.
4. Give each client the best possible service.
5. Always smile and be polite with the client.
6. Keep your skills current and ensure your staff do the same.
7. Take advantage of continuing education to improve/expand business services and offerings.
8. Always be on time for appointments.
9. Only sell and recommend products that you truly believe in.
10. Always say “thank you” and mean it!

In following these rules you will keep your clients happy, make them feel special and encourage them not only to come back and patronize your business but they will also encourage their friends to come to you, making them a steady source of referrals, the best way to acquire new clients.

Treating the client with respect and always being honest with the client are naturals. Making the client understand that you appreciate them and are working with them as a partner in their aesthetic care, that you will always give them honest information and that you respect them will keep them solidly on your side.

Always promoting your business is also a natural. If you don’t promote your business, who will? Giving the client the best possible service is also a natural. You want to do your best when assisting them because each client is in effect a billboard of your skills  professionally. The same holds for always smiling and being polite with the client. You want the client to like you because people do business with people they like.

Keeping your skills current and always taking advantage of continuing education means that  you will stay ahead of your competition. You will never become out of date and will always have the knowledge of new techniques that students fresh out of school have.

Always be on time for appointments, or if possible even be a few minutes early. This goes along with showing respect to your client. This shows that you respect their time and will go out of your way to make sure that they get the services they need in the time period they have requested.

Only sell and recommend products that you truly believe in. Your clients respect you and trust you. You owe it to them to only recommend or sell items that you are sure will do them well. If you recommend an inferior product now because you make a few cents or dollars from it, it will cost you more in the long run from clients who no longer respect your judgment when the products don’t do what you said.

Finally, always say “thank you” because this solidifies the relationship. It tells the client they are special to you, and you appreciate them.