Guest contributor: Shelby Jones, ISPA International Spa Association Public Relations Manager

We’ve all experienced it – being ignored when you walk into a store, trying to make eye contact to grab someone’s attention, sipping loudly on your empty drink as your waiter walks by for the tenth time. Bad customer service is the worst, and in the spa industry it’s simply not acceptable. When you’re in the service industry, the way you treat your clients determines your entire reputation. Spas can’t afford to be anything less than stellar.

Sometimes it’s valuable to step back and take a moment to listen to and better understand your customers and prospective customers. You may even be surprised by what’s revealed.

• First, you need to know how to listen to your customers.
• The role of social media engagement.
• The what, where and how of landing new customers.
• Customers as a source of innovation.

Like what you’re clicking? If you’re in the spa industry, we encourage you to become a member of our partner ISPA International Spa Association; weekly e-mails with pointers like these are just one small part of the package to help you succeed!

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