The Spoiled Spa Client Syndrome: Are they Always Right? Knowing When Enough is Enough
By ISM on Nov 6, 2007 in Spa Industry - Progressive Client Services
While it is impossible for the customer to always be right, it should be the goal of any spa manager to make sure that the customer feels as if they are getting what they want. However, some people can take this customer service rule of thumb a little too far, so you need to know where to draw the line between customer satisfaction and the customer taking advantage.
Many times, this always right rule can actually lead to bad customer service. Many people have the attitude that if they make the most noise they will get whatever they want. This type of behavior can be bad for employee satisfaction, makes less aggressive customers feel they are less valued, and creates an overall atmosphere of negativity. None of these things should be allowed to flourish in any business, especially one aimed at stress relief and relaxation, like a spa.
Instead, make sure that you have a clearly written list of expectations when it comes to spa treatments, a clearly defined return or refund program, and a set procedure for dealing with complaints. Having an even playing field for all of your clients will assure that everyone is treated equally and professionally.
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