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Engaging Spa Clients Through Social Media

By: Nate Myers and Ron Robinson
Posted: January 5, 2011, from the January 2011 issue of Skin Inc. magazine.
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page 12 of 20

5. Leverage the negative

One of the more challenging elements of social media for spas is that, with so many different voices in social media, it is inevitable that some might be more negative in their appraisal of your products, services or overall brand. Of the negative references, it is important to identify those that are constructive in nature and those that have a greater online impact. For these, look to remedy the situation through the following methods.

Direct assistance to address the issues they raise.

Validation by regarding their feedback as constructive and valuable. Indicate, specifically, how you will leverage it into your marketing and product and service development process.

Incremental services you can provide to enable them to have a positive association with your spa.