Spa Success Tips to Enhance Every Aspect of Your Customer Experience

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1 50 Spa Success Tips to Enhance Every Aspect of Your Customer Experience Reward your customers with loyalty points based on actions like purchases of products or services. Track customers activities and issue reward points for actions such as prebooking, customer referrals, and online booking, as well as spa purchases of gift certificates, packages, series, memberships, retail products or services. Remove the hassle and stress of redeeming group deals and vouchers. Group deals can be stressful for your spa and your customers. Make it easy to redeem group deals and vouchers by allowing customers to book services online, which ultimately removes the stress of the influx volume and allows you to focus on the customers in the spa. Enroll your customers in the success of your business through referral rewards. The greatest compliment that a spa can receive is a referral. It s a great idea to keep track of your customers referrals so that you can reward them for spreading the good word. Create an amazing spa experience for a group or bridal party. There s nothing like preparing for a special occasion with a group of friends at a spa. Using spa software that can book and check out multiple customers within a group or party reduces the stress for you and enables your customers to focus on being primped and pampered during their visit.

2 Deliver the spa experience straight to your customer s home. Capture your customer s mailing address to send them their favorite spa products when they are unable to come to your location. Approximately 97% of consumers use online media when researching local products. Encourage your customers to manage their online personal customer profile. If you offer online booking at your spa, empower your customers to log in and manage their account details; including future appointments, appointment cancellations, purchases, payment information, series, memberships, and loyalty points to eliminate the need to speak to a receptionist. Let your customers schedule online appointments in real time. Customers are used to a world where they can book flights, hotels, and restaurant reservations with a click of a button, and are looking to do the same with their spa appointments. Give your customers what they want most, real-time appointment availability conveniently accessible from any internet enabled device. Encourage your staff to collect customer addresses. Understanding your customer base is vital to your success. Collecting information that is relevant to your business gives you the ability to market to specific customers on a more personal level.

3 provided by 50 SPA SUCCESS TIPS TO ENHANCE EVERY ASPECT Give customers product and service recommendations based on their purchase history. Having an accurate record of each customer s history is valuable information to your business. Using a spa management system to capture complete customer profiles with service and product purchases can help you upsell and get more revenue out of each visit. Provide your customers with the products they need to take your spa home with them. The customer experience only begins at your spa. The real magic happens each day they use a spa product thereafter. Remind your staff to recommend products that will help the customer maintain their wellness and remind them to come back to your spa. Go green with electronic receipts. Customers love the convenience and eco-friendliness of electronic receipts. Offer the option to a copy of the receipt directly to your customers. Include a personal message too! Communicate with your client in the medium most convenient to them. It s important to capture your customers preferred method of contact. Ask your customers if they prefer to be contacted at home, on their mobile, or at work for appointment confirmations, or offer to send or text messages as an added convenience.

4 Utilize the appointment notes to surprise and delight your customers. Add notes for specific appointments to personalize your customers experience, with comments on choice of beverage, favorite scents, products, and music choices. Encourage your customers to take advantage of standing appointments. Have a customer who enjoys booking on the same day and time every week? Encourage her to book repeat or standing appointments to ensure their appointment will always be available. Make your spa the one-stop wellness source for all your customers needs. If your spa offers multiple services, create service packages to fulfill your customers spa needs. Not only does this increase your revenue, but it is an added convenience to your customers. Try roaming front desks. Use tablets and mobile point-of-sale throughout your spa to facilitate upselling. This enables customers to add products to their order directly at their station and eliminates the need to come to the reception desk.

5 Make it easy for customers to take advantage of spa promotions. By providing links or buttons that lead directly to your website or online booking site, you will make it simple for customers to take advantage of your promotional offers. 57% of customers said they are more apt to buy a product in a store after receiving an . Know your customers before they walk in to your spa. Anticipating your customer s needs and expectations prior to their arrival impacts their experience at your spa. Most spa scheduling software use an appointment book with visual indicators to make it easy to identify new customers, memberships, multiple services, and staff preferences at a single glance. Develop targeted campaigns designed to entice your customers in all that your spa has to offer. Create, send, or automate customized s for individual customers, groups, or your entire customer list. Send individual s to manage your special spa promotions, to a group of your VIP customers, or notify your entire customer list during the holiday season. Know your top customers by visits. Knowing all of your top customers and their frequency of visit is a tough task to manage manually. Most spa management software provides reporting or visual dashboards to help you identify your top customers for a specific time period.

6 Get feedback on your customers experience at your spa. Customer feedback is valuable to improve every aspect of your customer experience. Use surveys to determine the level of customer satisfaction and discover what your customers think of your spa service. Set the stage for your customer experience through confirmations. Sending an appointment confirmation hours prior to the scheduled appointment sets the stage for your customer s visit. Include all relevant information such as when to arrive, appointment specifics, and parking details to let your customers know you look forward to their visit and are anticipating their arrival. Continue your customer experience even after your customer has left the spa. The customer experience doesn t have to end once the service has ended. Send a thank you to your customers after an appointment to show your appreciation for their business. Identify your top customers by analyzing how much they are spending with you. It s important to know who your top customers are and what they ve spent in a given time period. Use spa management software that analyzes real-time information on your top customers based on what they ve spent.

7 Educate your clients during their online booking experience. Include descriptions of services, spa appointment durations, product features, and benefits, all to make appointment scheduling an educational experience and online purchasing a breeze for your customers. Customize the appearance of your spa booking website. Incorporate your logo, colors, and customized designs to your online booking website to strengthen your brand and increase recognition amongst your customers. Hold online purchases for in-store pick-up. We live in a world where customers are constantly on the go. Offer your customers the option of purchasing products and gift certificates online or over the phone in advance that they can pick up at their convenience. Reward your customers by doubling loyalty reward points on the anniversary date of their first visit with your spa. Increasing the amount of customer loyalty reward points during customer anniversaries is a great way to show customers your appreciation.

8 Celebrate your customers with additional loyalty points on their birthday. Surprise and delight your customers with extra loyalty points to make their birthday celebration special. Add online gift certificates to your spa website. Online gift certificates are great ideas for last-minute gifts. Your customers can conveniently print or gift certificates to recipients when they are in a pinch for time. Get social! Embrace the power of social promotion to interact with your clients and keep them engaged. Using social media platforms such as Facebook and Twitter to connect with your clients is a great way to keep them excited about the events in your salon. Reward your customers for likes, shares and posts on Facebook and Twitter. Social media can be a powerful tool to connect with your customers. When your customers like, retweet, or share your posts with their friends, reward them with customer loyalty points.

9 Give your customers the convenience of 24/7 online shopping. In the comfort of their home or while on the go, allowing your customers to buy products and gift certificates online from your spa makes it simple for them to get the items they need, anytime, anywhere and stay in touch with your spa. Carefully select required information for customers to provide at time of booking. Simplicity is crucial for customers when scheduling an appointment. Choose to capture as much or as little information to simplify the booking process for your customers. Provide your customer with the option for express check-out. Accommodate your on-the-go customers by storing payment information. Utilizing software that provides a safe, secure option to store credit card information helps make the checkout process quick, seamless, and hassle free. Celebrate your customer s loyalty by tracking the anniversary of their first visit with your spa. Customers enjoy being acknowledged for their loyalty. Record the date of your customers first visits to your spa, and thank them for their loyalty every year thereafter with a special gift.

10 Train your staff on responsiveness. Putting a process in place that outlines the steps your staff should take to have a customer s issue resolved quickly empowers your team and makes your customer feel valued. Get to know your customers. The more you know about your customer, the better prepared you ll be to improve the customer experience. Jot notes about your customers. For example, if a customer shares that they have an upcoming interview, add a note to remind their staff to ask how it went during their next visit. Track the longevity of your customer lifecycle to identify your VIP customers. Tracking your customer lifecycle is a great way to determine your best and most loyal customers. Use the reporting features of your spa management software to determine your customers first and last visits. Guide every step of your customer experience by managing your customer s itinerary. Knowing the progress of your customer s visit enables you to create opportunities to surprise and delight them. Use the features of your spa appointment book to differentiate when your customer is checked in and seated in the waiting area, versus checked in and receiving a service.

11 Put a face to the customer name. Upload a photo to each customer s profile so your staff can identify and personally welcome your customer by name. Reward your most loyal customers by tracking their total service and retail sales. Knowing the amount of service and product sales of your VIP customers allows you to create rewards based on their purchase history. Set the mood for customers through music. Music has the power to set the mood for the customer s entire treatment, so take the time to select music choices that are right for your location and clientele or allow customers to choose their music from a music menu. Keep your customers in the know on important dates or events. Communicate with your customers during their booking and check-out experiences to inform them of any upcoming dates your spa may be closed or upcoming spa promotions to allow them to plan their schedules accordingly.

12 Make your customers feel appreciated with a special thank you on their birthday. It s important to utilize spa management software that enables you to track your customers birthdays so you ll never forget to celebrate them on their special day! Re-booking gives your customers the appointments they want. Promoting rebooking at check-out ensures your customers get the appointments they want, when they want them. Encourage your staff to remind customers to book future appointments at time of check-out, especially during your busy season. Capture your customers staff preferences during appointment bookings. Knowing your customers preferences is crucial to transforming their experience. Most spa management software enables you to record your customers preferences on staff gender or their favorite therapist. Make your spa a welcoming environment. Make your customers feel at ease by giving a tour of your spa facilities, even the locker room. Prompt your front desk staff to give a tour of your spa to all new customers upon check-in by entering a reminder in your spa management software.

13 Use pop-up reminders to help customize your customer s spa experience. Ensure your customer receives exceptional service during every visit by adding notes about your customers preferences, such as a favorite tea or aromatherapy scent, that display whenever an appointment is scheduled. Raise the bar on your customer service. Go above and beyond to exceed your customer s expectations. By notating the appointment, you can remind your staff of personal details about the customer, such as if they have a special event coming up or are celebrating an anniversary.

14 BONUS TIP! We not only wrote 50 tips to help transform your customer experience, we created a product that helps you put all of them into action! Hence, our final tip is to take a few minutes to speak to a SpaBooker representative and get a complimentary product tour today! SpaBooker s web-based spa management software streamlines every aspect of your business, drives more appointments, and increases profitability for more than 40,000 spa professionals around the world. SpaBooker offers a suite of features including scheduling, point of sale, online booking, ecommerce, social marketing, gift certificates, reporting, and much more - all in one system making it easy to run and grow your spa.