Today’s marketplace is highly competitive. In the spa and wellness industry, there are a lot of businesses that are providing nothing but outstanding services for their customers. What’s in it for spa owners like you? It only means that the competition is getting tougher, so it’s best to think of ways to improve your current business strategy.
Ask yourself: as a spa owner, how can I encourage my customers to stay loyal to my business when there are so many choices available? That made you think deep, huh? Don’t fret! We got you covered! Here are some tips that can help you retain your customers (and have more of them coming in):
Are you active on social media?
Assuming you already have an online presence (because it’s already 2019, it’s important and necessary for businesses to be online!), are you actively updating your customers about your latest offerings? Are you answering their feedback and comments? Are you engaging with your online community to know what they want? These are the crucial things that you have to look into.
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Now let’s go to the big one: are you posting photos of your spa online? If yes, skip to number 2. If no, listen up: majority of consumers base their decision on the look and feel of the place. So if you are not doing this, you are cutting the chances of having more customers visit and avail your services. Good news? Not a lot of spa businesses are doing this. We’re not saying that it’s going to be easy to attract customers because of this. But compared to industries like food and fashion, where majority of the owners (even customers and key opinion leaders) are posting thousand of photos every single day, it is way easier in the spa department (because the chances of getting seen by customers are high)!.
So how do you start? Our take: stunning and well-curated photographs will make your customers return and get you more clients! Pro-tip: be more active on Instagram.
Do you treat your customers properly?
We are living in a hyperconnected world. Would you want your customers to post a bad review about your snobbish receptionist? No, right? It doesn’t hurt to smile and say “how are you today?”. A simple greeting has a huge impact to your customers. It’s what sets the tone and feel of the whole spa experience. Treating your customers properly is more than making them feel like a royalty. They should feel “connected”, even just through a simple greeting.
Another thing: it should be default to treat your customers properly. It’s a common courtesy. Don’t be like other spa businesses who are only there for the money and treat their customers poorly. Of course, money is important, but it will follow ONLY if you improve your customer service and customer experience. Treat your customers right, and you will surely have them coming back.
Do you have an “instagram-worthy” spa?
Let’s get to the point: most spa places give the impression of “serenity” and “relaxation”, but there are those who just look and feel “dull”, to the point that no one would ever be interested to book. In a world where there are “sketchy” spa places, don’t be one. Or better yet, don’t look like one!
How will you do it? From the exterior alone, you have to invest on making it look relaxing but not boring. Go for either a minimalist or a colorful look (without losing the “peaceful” and “serene” vibe). When it comes to the interior, instead of the usual “dark” or “dim” aura, try setting up lights this time (at least in the reception area). People love taking photos wherever they go now, so take advantage of the “is it instagram-worthy?” phenomenon!
Do you offer discounts?
Majority of business owners don’t like giving discounts because they feel like they are being taken advantage by their customers. But that’s not true! Giving discounts is actually a marketing strategy to stir excitement to your customers. It doesn’t have to be 50% of the price. It can just be 5% or 10%! People love the thought of paying less than the original price. This tactic will definitely encourage more people to come back.
Tired of the boring and usual discount concept? Here’s a tip: ask your customer to take a selfie in your spa and post it online (tagging your account w/ your own branded hashtag). In return, he/she gets a discount! It’s a win-win situation for both parties.
At the end of the day, you have to make sure that you are giving fun and exciting reasons why your customers should come back to you. If you’re boring and bland, your customers will go to other spa places who put in the extra work to level up and be more than just a regular spa. Return customers are the foundation of a spa’s success, so if the tips above are followed and done right, you will surely reap amazing benefits. You will not only get repeat customers, you will also have new ones who can then encourage more people to come!
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