Customer Service
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The
NEW CLIENT
journey As beauty salons and spas prepare to reopen, we face new challenges in making the customer experience special while limiting contact. Kieran Read asks the experts what this new normal will look like
A
lthough restrictions are gradually easing and businesses are making plans to reopen, the beauty and spa industry faces a unique set of challenges. Whereas some industries can implement measures to eliminate touching or interaction with others completely, the majority of our services are completely dependent on a closeness with the client, both physically and emotionally. “The emotional impact coronavirus has had on humans is as strong as the physical effects,” says Yasmin Teimoori, chief executive and co-founder of Morning Glory Health Club and Medical Spa in Dubai, where doors have been open since the end of May, and a new model of customer service has been embraced. It raises questions about how clients, both new and old, will respond upon reopening here in the UK. Will they rush to receive the treatments they missed over lockdown, or will apprehension mean they’re slower to return? With careers dedicated to making others feel better, mapping out how different the experience will
be when salons, spas and clinics are back up is crucial. The entire industry is at a turning point, so it’s time to re-evaluate practices. As salons and spas prepare to reopen, we’ve spoken with a number of industry experts about what to expect from this new era of customer service, and what you can do to ensure that everyone visiting your establishment feels not only safe, but content and relaxed too.
The safety message Undoubtedly, the biggest concern on everyone’s mind going forward will be safety. It’s one thing for your business to be following Government regulations but another to let your clients know exactly why and how you plan on keeping them up. This could mean small changes. “When using things like disposable towels, I’ve asked my staff to show clients that everything is individually packed, and to open the packaging in front of them,” says Sue Ali, owner of Endermospa UK in Loughton.
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