With 85% of consumers putting as much trust in online reviews as personal recommendations, it’s important your online presence is as positive as possible. Online review platforms can collate client feedback into one location, making it easy for prospective clients to read up on others’ experiences and for you to respond to feedback. With that in mind, here are several easy ways to improve your client experience and spa feedback.
Maintain communication
From email confirmation of a client’s appointment to leaving your spa, communication is key in keeping clients engaged and content. Whether that’s a pre-arrival email to prepare clients for their visit or making them feel welcome with open body language and eye contact, early communication forms a great first impression. Maintaining communication will guide clients through their visit and ensure a positive experience.
Identify common concerns
Reading client feedback will help identify common concerns, meaning you can target their resolution. For example, if several clients have left feedback about long wait times at reception, pinpoint the reason for the wait. If it’s the system for example, it may be worth adopting new booking software such as Core by Premier Software® to streamline the process or, sending pre-arrival e-mails so clients can present what they need upon arrival.
Make everything easy
Making everything as easy as possible for your clients will make them feel at-ease. This starts with client navigation on your website, which forms an integral part of their experience. A client-friendly and convenient online booking system will create a better experience for them, such as Online by Premier Software integrated with Core. The same applies for the end of their visit, sending an easy-to-navigate message to leave a review.
Staff development
Reacting to feedback is one thing, but pre-empting any concerns is another. A staff development programme improves both your staff’s skills as well as their knowledge base. In turn, this will impact the service they provide, whether that’s the treatments themselves or customer service, leading to a more positive client experience overall.
Respond to any negative feedback where possible
Acknowledging clients’ concerns will make them feel valued, especially if you let them know their feedback will improve the service in question. This will have a domino effect by letting other clients see your response, making them feel that you provide good customer service and bolstering your reputation. For more details how to respond to such feedback, read our blog here.
Core and Online are there to help streamline the client’s customer journey, enhancing their experience and boosting the chance of leaving a positive review. For more information on Core, call +44 (0)1543 466580 or visit our website at https://www.premiersoftware.uk/products/core/.
