Customer Service Extends to Social Media
June 11th, 2010 • Posted by Spa Kat • Permalink
Spas understand how important customer service is to their business, a priority for every employee. It can differentiate your spa from the competition and gives customers a reason to choose your spa over a large spa concept.
Leverage your social media, like Facebook and Twitter, and extend customer service by using it for customer inquiry and a means to respond to client service issues. It will give your spa that extra service edge that larger companies just can’t deliver.
Think about how clients and potential customers currently contact your spa, they use SpaBoom online booking, email or call to speak to someone in person. Facebook and Twitter are an additional contact source but it is also a place to build a dialog and develop a community of avid online spa clients.
Empower your employees to respond to inquiries via social media the same way they would using email. It simply requires that you set attainable expectations and that employees overseeing customer contact monitor social media activity throughout the day.
Great customer service starts with listening to and responding to the needs of your clients consistently. Every opportunity to engage with clients and solve their problems is an investment in your spa and its brand. Using social media to build relationships with your customers is a logical extension of quality service.
• Trackback • Posted in Creating Customers, General, Social Media, Spa Business Management, Spa Marketing
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A new potential client (hair salon) recently was boasting of their 1,207 fans… aren't we so popular? But I told them that having all these "likes" or "fans" means nothing if you do not interact with them. For instance, there was a post by a customer that blatantly wrote on Facebook, "I hope this is where I can get notices on specials and events." It was pretty much a question… they were wondering if that was the case and asking if anyone was monitoring the site. The answer was a profound, "NO!" No one answered her. Will she go back to that hair salons fan page? Nope. And neither will all her friends that are looking for a great hair stylist… missed opportunity. Engage and interact and they will see you as the person who cared to respond to them — an expert in the field taking time to answer their questions. Dive into Social Media and stick around and talk with the clients… they love it!