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Relationships = Retention

By: Steven H. Dayan, MD and Terri Wojak
Posted: June 1, 2009, from the June 2009 issue of Skin Inc. magazine.

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After they leave, the customer service aspect is still not complete. Remember, you are trying to set your spa apart and make sure clients feel special, so you need to ensure they come back. When they return for another service, chances of them continuing to come back for future treatments are limitless. At this time, send a personalized thank-you note letting them know how much you appreciated them choosing your business. Also, consider adding in a gift card or discount toward a future appointment because, especially in these economic times, it will give them an extra incentive to return.

Now that you have established a relationship, you need to continue to develop it. Send holiday and birthday cards, and include a gift, such as a gift card for a dollar amount off a treatment. These cards should be personalized to further secure the relationship. Every staff member that has any contact with clients should sign the cards, and the service provider can even write a personalized note inside. It shouldn’t take a lot of time or effort to provide clients with the best customer service. To be a successful spa professional, you must have your clients’ best interests at heart, and this extra attention to detail will help to show that you do.