Have you ever been so focused on one thing that you completely lose sight of everything else? 🤔 It happens to the best of us.
I remember one time when I was so engrossed in a spa design project that I forgot to eat all day. By the time I realized it, I was so hungry that I ended up devouring an entire family-sized bag of chips in one sitting. Not my proudest moment.
It got me thinking about how easy it is to lose sight of important things when we’re hyper-focused on a specific goal. The same thing can happen in business. You might be so focused on providing exceptional customer service that you forget about the financial side of things, or vice versa.
That’s why it’s crucial to find the right balance between the two.
In the spa industry, for instance, it can be a real challenge to provide top-notch customer service while also running a profitable business.
But with the right strategies in place, it’s more than possible.
On the one hand, customers expect to be pampered and treated like royalty when they come to a spa. They want to feel relaxed and rejuvenated, and they want to know that they are in good hands. On the other hand, spa owners and managers need to make a profit in order to stay in business.
This means that they need to keep costs down, charge reasonable prices, and market their services effectively. It is a delicate balancing act, and it is one that spa owners and managers must master in order to be successful. Here are some tips for maintaining a high level of customer service while also running a profitable business:
Hire the right people – I cover this topic in my business management course and you can snag my free interview questions and work ethic questionnaire HERE
The most important factor in providing excellent customer service is hiring the right people. Your employees should be friendly, outgoing, and genuinely interested in helping people. They should also be knowledgeable about the spa’s services and products.
Provide excellent training – I cover this topic in my business management course and you can snag my free training assessment sheet HERE
Once you have hired the right people, it is important to provide them with excellent training. This will help them to understand the spa’s mission and values, as well as the best practices for providing excellent customer service.
Create a positive work environment – I cover this topic in my business management course and you can snag my free E-Book on the subject HERE
Your employees are your most valuable asset, so it is important to create a positive work environment for them. This means providing them with a comfortable workspace, competitive wages, and opportunities for advancement.
Set realistic expectations – I cover SOP’s and KPI’s in my business management course and you can enroll HERE
Ensure you have SOP’s for all areas of your business and that service delivery staff have clearly defined KPI’s. It is important to set realistic expectations for your employees and your customers. Your employees should not be expected to work miracles, and your customers should not expect to get everything they want for free. Be flexible. Things don’t always go according to plan, so it is important to be flexible. If something unexpected happens, be prepared to roll with the punches and adjust as needed.
Listen to your customers – I cover this topic in my business management course and you can enroll HERE
One of the best ways to improve your customer service is to listen to your customers. Get feedback from them on a regular basis and use it to make changes to your business. Be proactive. Don’t wait for problems to arise before you act. Be proactive and take steps to prevent problems from happening in the first place.
Track your finances – I cover this topic with my templated spreadsheets as well as an industry adapter P&L in Module 7 of my business management course which you can sign up for HERE
If you want to run a successful business, it’s crucial to keep track of your finances. Make sure you’re aware of your income, expenses, and profits at all times. By doing so, you’ll be able to make informed decisions about pricing, staffing, and other aspects of your business. Keeping detailed financial records will also make it easier to identify potential areas for growth or improvement. So, take the time to track your finances – it will pay off in the long run.
By following these tips, you can create a spa that provides excellent customer service and is also profitable.”
See you next week!