Golden Rules of Customer Service in the Spa and Beauty Industry: Commit to Quality Every Day

It should be the focus of every employee, every day – commitment to quality. This is even more critical when it comes to the service industry and those therapists or clinicians that are front line with the customers.

Within the beauty and spa industries, where the client is king, there are a multitude of different aspects and facets to customer service.  One facet is the mind of the customer; what determines quality service in their opinion. Another facet is based on the description of the product or service; does it do what is advertised and will it be reliable over the long term. Still another aspect of the customer service is how quickly you can tend to the client, answer questions and deal with issues or dissatisfaction.

Juggling Company AND Customer Expectations

Because customer service representatives are at the front lines of customer interaction, they also have to be able to merge quality expectations of the company with the expectations of the customer.  This requires the ability to think on their feet and to derive innovative solutions to unique and hybrid problems and issues.  If a customer has a an issue, they expect it will be handled professionally and quick, regardless of the work load or the difficulty of completing what they are requesting or demanding.

This makes a daily commitment to quality on the part of the spa staff more important than any other commitment made by any other employee in the company.  If that commitment to providing a quality level of service is not present, the entire business will suffer – and it will be a very quick downward spiral.  If the commitment is there, the actions and attitude of those managing clients will save a sale and make a customer loyal. 

Your Work is Your Unique Signature… Always Sign your Work with Excellence

If you think about it – in the beauty and spa industries, almost everything you do involves interacting with a client on some level. That means that you (or your employees) are the face of the company and the customer’s perception of you or your staff members often determines how they view the business overall.

This makes the interaction at the service level critically important not just because of a sale or the company’s reputation, but because with a cross word or careless attitude a customer can form a stereotype that is almost impossible to break.  Each time we are introduced to a person, organization or company, our first impression is often the most lasting because it is the hardest to break.  If that first impression is bad, then chances are we will regard that person, organization or company in the same light until something dramatic affects our opinion.

A commitment to quality or a lack of a commitment to quality can result in a lost sale, an unhappy customer or a spoiled reputation.  Making that commitment to constancy and dedication can result in loyal customers who speak well of your business as well as your staff and the products/services you offer.

It is critical you approach each new day with a commitment to excellence and a dedication to quality – it is a sure fire way to grow a business and build a strong brand!