Having managed a spa for 8 years, I have had to read my share of positive and negative reviews of our technicians. Of course, the positive letters greatly outweighed the very few negative reviews, so I never doubted that the therapists were doing their job correctly.
A person who has had a negative experience will become your greatest, most loyal customer if you take that bad experience, and turn it around! Offer your sincere apology, and offer them another treatment of their liking. Make them feel like you truly care about how they feel when they think of your spa/salon. Be vulnerable enough to ask for input, and kind enough to accept constructive criticism. Put yourself in the client's shoes, and think of how wonderful it feels to be treated like a fellow human being, and not just a number.
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