Sometime or other we have all experienced customer service nightmares; such as being ignored at a restaurant or waiting in a checkout line while the cashier finished a personal conversation.
We have also experienced excellent customer service, like when a salesperson goes out of their way to locate an out-of- stock item at another store or the waiter at our neighbourhood restaurant remembers our name or favourite meal.
How do we evaluate the customer service that we offer our own clients, and how do we make the change from having acceptable to exceptional customer service skills?
Let’s explore some subtle service methods that will set your business apart:
When guests book their appointments:
When booking, guide the guest experience and limit clients’ options. This sounds counterintuitive, however if you ask, “When would you like to come in?” and the client requests a time that is unavailable, it becomes a tennis match. You volley dates and times back and forth until you both eventually settle on something.
Why ask the guest what they wants if they can’t have it? This sends the message, “What you want is out of the question, but I will give you a second—or third choice.” It’s more efficient to guide the client.
For example, tell him that the following week, “I have Tuesday or Wednesday available.” The client chooses Tuesday.
“Would you prefer morning or afternoon?” you ask.
“Afternoon,” he responds.
“Is 1 pm. or 3 pm better?” you ask.
He chooses 3 pm.
“Is that for 60 minutes or 90 minutes?” you ask.
The client requests 90 minutes.
The client now feels he has the exact appointment day, time and length of his choosing. Before ending the conversation, offer two forms of confirmation: Repeat back the appointment information verbally and offer to send either a confirmation email or text message.
When the Client Arrives
Be prepared. If you are expecting a new client, have paperwork ready before they arrive.
Give them a brief tour, let them know where the hydrotherapy areas and restrooms are.
For existing clients, review your notes. Take notes of their preferences for favourite type of music, room temperature and previous treatment – their health concerns, and goals that may have been discussed for the next session.
Make note of their children’s names and holidays they may have been planning. This creates a personal experience and a feeling of being valued.
The Session
Always confirm the treatment and time it will take prior to entering the room. “We have a 90-minute, deep tissue massage today.” Mistakes and misunderstandings happen. It is much easier to prevent any confusion in the beginning.
This also provides an opportunity for your client to change the service if desired. Explain what the treatment involves. If you will be using hot stones, essential oils or any type of therapeutic balm, let them know before the service begins and secure their permission for all modalities.
Elevate Customer Service with Follow-Through
Explain your plan for the treatment and show that you heard their concerns and you are both on the same page.
Perform the massage to their expectations. If you find an area of tension outside of what they have requested, acknowledge it and ask if they would like to include it as an area of focus.
Client Comfort
Clients often speak of disappointing massage experiences; the pressure was too deep or too light, they were cold, the therapist didn’t work the areas requested. Remind your client that the pressure, temperature, lighting and music can be adjusted for them, and asking for adjustments throughout the service is welcomed. If they request a concern, thank them for telling you and make the requested changes.
Before, During & After
Focusing on how we communicate with our clients before they get on the treatment table will improve their entire experience. Guiding the booking process, confirming the service, listening and following through on what they want to achieve from the treatment, empowering them to communicate comfort levels are all important parts of determining how to elevate customer service.
Paying attention to these aspects of communication will ensure a successful business and satisfied clients.
By Sarene Kloren – Les Nouvelles Esthetiques
