What Are Some of the Most Effective Ways You’ve Managed to Improve Customer Service?

By Guest Blogger | Jul 6, 2010

“Spa Mirbeau’s staff is committed to providing professional and personalized service that exceeds our guests’ expectations. We maintain a detailed guest history, which includes preferences on beverages, products, therapists, and treatments; escort every guest when possible; and anticipate the guest’s needs with an ‘offering before being asked’ approach to service. We also provide testers with brief demos for all spa products that are carried in our retail store. Operationally, the spa managers and supervisors conduct daily role-playing sessions with our staff to ensure that their comfort level is to a point where all service steps are delivered in a comfortable and natural manner. Training alone can inform your staff on what to do, but if the delivery is awkward then it undermines the effort made to exceed the guest’s expectations.”—Chris Pulito, general manager, Mirbeau Inn & Spa (Skaneateles, NY)

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