One of the best ways to grow your spa business is by creating raving fans. What is a raving fan? In the popular book, Raving Fans: A Revolutionary Approach to Customer Service, Ken Blanchard defines a raving fan as “a customer who is so devoted to your products and services that they wouldn’t dream of taking their business elsewhere and will sing from the rooftops about just how good you are.” It’s hard to argue that developing raving fans for your spa business isn’t worth your time. By developing fans, you’re working at both customer retention and new customer acquisition at the same time!
So, how do you create raving fans within your spa business? There are many different ways to go above-and-beyond typical service. You can distinguish your spa as one of the best by simply following this three step method created by Ken Blanchard.
1. Ask, What Do YOU Want?
What vision have you developed for your spa? Can everyone in your company get behind this vision? Is there passion? Before developing raving fans, you must know what you want and where you’re headed as a business. An example of a great vision is the goal to make every individual feel their best self when they’re in your spa. Another good vision may be to keep on the cutting edge of the spa business and offer your customers breakthrough spa services. Although every spa business will have a different vision, it’s important to know yours and execute it.
Use this vision to grade your employees and your services. Once you know what you want and where you’re headed, you can follow through with creating raving fans. “In your “mind’s eye,” paint the picture of the vision. See every detail, then take the picture down and impose it over the organization,” explains Cathy Jameson PhD.
2. Find Out What Your Spa Customers Want
How can you know what your customers want unless you ask them? Create a spa environment where you value customer feedback and suggestions. Tyson Downs of Zendesk suggests using different social media outlets. “Social media is a great tool for measuring the wants and needs of your customers, either by examining their “Likes” on Facebook or by asking them to weigh in on status updates,” Downs explains. Other ways to find out what your customers want is as simple as sending out a survey with their online bookings, asking them in-person, or hosting a poll on your Facebook.
3. Execute Great Services, Plus 1%
Our last tip to ensure you develop raving fans for your spa is by executing great service, then adding 1%. This concept can be summarized by going above and beyond what your customers expect. This 1% can be as simple as sending out birthday cards for your clients or as in-depth as offering an appreciation breakfast. By adding an unexpected gift or gesture, spa customers will be pleasantly surprised and excited about your business. Try to think outside of the box and consider a 1% gesture that includes something your customers want and something that aligns with your spa’s vision.
Here are some ideas to execute great service plus one percent in your spa:
- Identify your best customers and reward them with a free spa service.
- Create a special annual event that brings excitement for your customers. Perhaps throw a big Christmas party or invite customers in for free facials for New Year’s Eve.
- Commit to remembering personal details about your spa clients. Make each interaction personal and customized.
- Follow up spa services in unique ways. Send a cookie greeting card or write a thank you card to your spa customers.
With these three steps, you’ll be attracting and maintaining raving fans before you know it. Commit to reading Raving Fans by Ken Blanchard this year and allow it to transform your spa business.
Raving Fans: A Revolutionary Approach to Customer Service, Ken Blanchard
Three Key Secrets to Creating Raving Fans by Cathy Jameson PhD, Jameson, Advisors For Your Dental Career, http://community.jamesonmanagement.com/articles/2012/12/18/three-key-secrets-creating-raving-fans-cathy-jameson-phd
How to Create Raving Fans With Legendary Customer Service, Tyson Downs, Zendesk, https://www.zendesk.com/blog/create-raving-fans-legendary-customer-service/