Promoting Spa Services through Word of Mouth in Your Local Community

Do you want people to talk about your spa business, the kind of talk which creates a positive image of you and your services? Then you must go above and beyond what your clients believe is good service. As a spa manager, try these tips to promote your spa services via word of mouth advertising.

· Great word of mouth promotion begins in your spa. Each client coming in for a spa treatment needs to leave feeling pampered and delighted with their experience. Why? We have all heard that old cliché about a customer who receives bad service will tell ten people– and those are ten people you don’t want talking about your spa around town. Ensure your clients leave happy and they will tell at least one friend (probably more) about the great time they had—effectively promoting your spa for you.

· Let your clients complain to you. Remember the client who leaves the store mad and tells all of her friends? Well what if she told you, instead? As a spa owner or manager it is important to handle client concerns yourself. Why? Having access to the key decision maker will allow the client to feel supported. She will feel as if her concerns are being heard. If you can diffuse the situation (and you should be able to) your client won’t leave angry. The only thing she will have to tell her friends is how her problem was addressed with ease and concern.

· Train your employees to be experts. Nothing frustrates a client more than inexperienced employees. Your employees are involved with every aspect of client contact, from accepting the initial appointment, to performing the requested services. Each employee is an ambassador of your spa brand, and should represent it accordingly. But can they? Can each member of the staff explain every item on your service menu accurately and in detail? Is the front desk person able to multi-task, ensuring the phone is answered promptly, that every customer is greeted in a gracious and timely fashion, and that complimentary retail products are being up-sold upon departure? Clients will notice these details, and you should too. Train each employee to be an expert on every aspect of your business and your clients will respond by speaking positively about your spa.

· Donate. Every local organization in every town is looking for items for silent auctions, sponsorships for events, and cash donations. Your spa will go bankrupt if you participate in every opportunity, but pick a few each year to be involved in. While these types of activities may offer no outward return on investment, they will get your spa’s name out in the community. Eventually, people will talk about your spa’s commitment to charitable giving.

· Give them something to talk about. What is unique or special about your spa? Do you offer an original one-of-a-kind treatment like the spa in Virginia, which offers a pedicure with live fish? Make sure your clients know about it. Most clients will be afraid to try a service involving tiny flesh eating fish, but they will love to talk about it. And your spa may not have fish, but what does it have? A great view, a signature service, or a luxurious treatment room is all it takes to get people talking about your spa, simply ensure each and every client is given exposure to the one aspect of your spa which makes it a stand out.

Try a few of these tips and you will be surprised how fast they get your clients promoting your spa in the community.

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