The 4 Factors Guests Expect When They Visit Your Spa
The first two factors describe the kind of experience guests expect during their visit.
1. Physical:
Guests expect to feel better physically during and immediately after their visit to the spa. How do you make sure your spa meets this expectation?
With trained technicians who are knowledgeable and demonstrate competency when performing the services. Experiment with different incentives to help motivate efforts to improve their skills and knowledge. A free treatment, an extra day off, or a little extra cash can go a long way. Most importantly, say thank you. Feeling appreciated is a reward that is not forgotten.
2. Emotional:
Much of this area concerns de-stressing. Spa guests expect a calming environment to fully unwind and relax during their visit. How do you sure your spa meets this expectation?
When operational and managerial systems (i.e., operating guidelines, employee manuals, training in service standards, job descriptions, reception and sales scripts, service and retail goals, etc.) are in place to ensure that the staff are professional and have attended to all the guests’ needs.
The next two factors describe the experience guests will remember and what will motivate them to plan future visits and to share their experiences with friends, family and on social media.
3. Smoothness:
Spa guests expect a smooth journey through your spa, one that is easy and enjoyable, from the initial contact to check-out, and without hassle, frustration or confusion. How do you make sure your spa meets this expectation?
Ensure that guests understand the treatments offered and each expected benefit by designing an easy to read and visually appealing treatment menu. Provide flexibility in booking appointments and train your booking/reception staff to be helpful, engaging and aware of the booking nuances. You may also want to consider investing in booking software to allow guests to book online — your competitor probably has done so already. Clearly mark public areas with appropriate lighting so your guests never feel lost or get stuck in a crowded hallway. Utilize colors, lighting, textures, and sound to create a feeling of calm and continuity as guests move through your spa.
4. Pleasure:
An all-around pleasurable experience is what your guests are expecting. How do you make sure your spa meets this expectation?
Ambiance is an important part of a pleasurable spa experience.
This should include:
a stylish setting with warm and inviting colors
quality equipment and comfortable furnishings
rejuvenating and beneficial treatments and services
thoughtful amenities such as complimentary refreshments and locker rooms to cooling pools and fireplaces
A courteous and attentive staff can be your most valuable factor in providing a pleasurable spa experience for your guests. Hire people you’d want to work for and you’ll have an exceptional staff that keeps your guests coming back for more!
In summary, strive to meet the needs stated above and guests will return again and again. Also, they will share their experiences with others, which will generate more revenue by word of mouth, the strongest form of referral.
Contact Laura Walker of Spa Solutions at 401-667-7187 or lwalker@spa-solutions.net for a complimentary consultation on how to further meet your guest’s expectations.
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