When working at a spa, whether it is is 4 Diamonds or a quick urban getaway, the rule to remember is that the guest comes first...no matter what! Even if they are being completely disagreeable and you know that they aren't right, just think about how many of their friends, colleagues, frienamies, grocery store clerks, tax advisers, barristas (well, you get the point) that they are going to tell about their horrible experience at your spa. Frankly, it's too many to count and you don't want that bad reputation. The key is to make sure that EVERY guest walks out the door happy. I know that the last thing you want to do is give away a service or a retail product, but that $300 or so dollars is going to save you thousands in the long run. Trust me, it's worth it. You're a smart business owner, and I'm sure you've heard this rule a million times, but it is always worth repeating.
Please don't be confused though: ensuring the customer is satisfied doesn't mean that you deserve to be cut down or harassed and neither do your employees. Know where to draw the line, and make sure that good natured guest who have had a less than spectacular time are taken care of and leave glowing.
In Spaderity,
Staci
