Do You Care? 

 

A recent experience at a well known day spa spurred an idea around customer care, or in this case the poor delivery shown, and as a result two very disappointed customers. 

So the question to ask you is: “How much do you really care about your customers?”

The level of quality and excellent customer service has fallen, wouldn’t you agree? Across many business sectors, in this instance the hospitality industry, the most important focus appears to have been forgotten – the customer.

Is it not your responsibility to delight your customer, to provide them with a personal service, one that makes them feel like they are the ‘most’ important person in the world?

Sadly, my friend and I were not delighted, rather dreadfully disappointed.

Here are the ‘lowlights’ of the customer service delivered: 

Poor quality – when you visit a spa you want to be made to feel special. You want to wear a soft, fluffy, comfortable bath robe, not a scratchy, threadbare one.

Poor communication – previously notified information was not shared so my friend’s booked treatment was changed. Her expectations were not met and she was not delighted!

Lack of empathy – the spa team responded to what became a catalogue of problems throughout our visit, with little or no personal consideration.

Low presentation standards – as a gesture of compensation a complimentary lunch for two was offered however the dining room environment was poor, with dirty carpets, unfriendly and uncaring staff, and poor attention to detail in the food preparation.

Poor follow up – in response to communication from us to the spa the key points highlighted were overlooked and the return visit offer was viewed as an insufficient apology.    

What became apparent from this experience was the fact that this spa really does not care enough about their customers.  

Without customers you will have no business.

So, it is vital that you take care of and meet the individual needs of your most important asset. When you delight your customer, your reward is satisfaction, loyalty and advocacy. Fail to delight and you will receive no reward. What you will receive is negative feedback, unhappy customers and the word will spread quickly, for the wrong reasons. 

Is now the time for you to review just how much you do care about your customers?