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Achieving Excellence

Spa Salon MarketingCaroline Nelson Business Coach and Salon Spa Marketing Guru


Achieving Excellence –in Salon Spa Customer Service

A wise friend and colleague said to me over 25 years ago:

"Your client expects more from you today than she did yesterday. So, you’d better finds ways to constantly improve and keep her excited and eager to return Because if you don’t someone else will…."

To keep ahead of the game requires being constantly on the look out for new and innovative treatments; techniques; treatment room set-ups; products; product presentation displays etc. In fact anything that keeps the business full of life and vitality. This is part of your on-going, continued research into and growing the business.

But to be a real front runner in the 21st Century Beauty Business an effective Customer Service Policy is essential. It will be the blueprint for how you want your clients treated by the entire team.

Today’s aware salon or spa client expects “Five Star Service” each and every time they visit. They want a level of care only deliverable by highly professional therapists and aestheticians. And that can only be guaranteed if systems and policies are in place.

In developing your salon / spas Customer Service Policy document you first need to know what level of service your clients receive at present. Is it?

A. The expected

B. Above expectations or is it

C. Out-standing, the type of service that makes them walking advertisements for your salon / spa.

If you like the idea of free word-of-mouth advertising then aiming for and maintaining the 'C' type service requires effort and organization. You then need to ask yourself do all clients coming into my facility receive.

  • A warm welcome – they are you guest
  • Detailed treatment menu information – aware of all the salon / spa offers
  • Great ‘first impression’ – superbly maintained premises
  • Guaranteed hygiene – premises , equipment , staff
  • Full consultation / analysis before service – pre-sells the treatments on offer
  • Professional highly skilled therapists – educated on all treatments & products
  • Treatment / treatment program recommendation – one treatment gives good results a program gives lasting results
  • Magic Moments – all the little things that delights the client and sets your salon or spa apart and above the competition
  • Education – an informed client is a trusting loyal client
  • Home skincare prescription – professional recommendation and correct retail product usage advice
  • Client focused Retailing – plus high-performance products delivers and maintains on-going results
  • Detailed client record files – knowledge is a powerful tool for the therapist
  • Re-booking – essential for the clients long-term results – salon spa profitability and staff retention
  • Appointment reminders – confirming is part of the service
  • Follow-up care – lets the client know you care
  • Client retention / retrieval – if there is a complaint fix it
  • Regular contact – telephone, newsletter, email, SMS, Birthday and Christmas card
  • Loyalty Program – reward them for being consistent and loyal clients

Using these guidelines an effective Customer Service Policy can be formulated to suit the individual salon / spas requirements.

I believe Achieving Excellence in Salon Spa Customer Service should be the goal of every beauty business owner. And it can be achieved with formal written policies and workable procedures and systems. Every beauty business must have a Salon Spa Policies Systems Manual that the entire team is inducted into and upholds so they can deliver -- Excellent Customer Service each and every appointment.


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