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The Art of Customer Service

December 2013 issue of Skin Inc. magazine
The Art of Customer Service

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With thousands of skin care facilities in the United States, your clients certainly have a lot of options to choose from. So, how do you win the market? Of course, providing your clients with the best products and treatments, and delivering measurable results will make them come back for more, but how do you bring your business to the next level?

Provide exceptional customer service

Creating a sublime experience is not about what you like; it is all about fulfilling the needs of your clients. In order for a skin care facility to be successful, the owner needs to be stationed at the front desk of the spa—in addition to the front desk staff—anticipating clients’ needs and delivering services that are met with 100% satisfaction. Your front desk team will ensure that every client arrives and leaves your spa feeling happy and satisfied. In addition to re-booking subsequent appointments, your team should follow up diligently with clients, as well as send personalized thank-you cards that communicate what a pleasure it was to fulfill their needs.

Build a reputation. Just as important as providing a service is providing it in a standardized way to help build your spa brand. Impart education to team members about the art of customer service. Learn the needs of your specific clients, and provide your staff with the resources they require to meet those needs

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