Spa Executive | Issue 13 | December 2019

data on your guests and keep notes of their
purchases and preferences in your software
system. This means you have everything you
need to give them a personalized gift that you
know they will love! For example, give the gift
of a product or service they often purchase, a
package of their favourite tea, or something in
their favourite scent.
4
Give extra loyalty points
Use the holidays to give extra loyalty points to
guests both old and new. Regular guests will
love the bonus and new guests will get a kick
out of the head start. Points as a gesture of
the season will encourage people to return to
your spa to use them.
5
Make their gift giving easier
Gift giving is hard, and everyone appreciates
it when a great, readily purchasable gift idea
is put right in front of them! Offer promotions
on products and services, and make your gift
cards available. Create bundles of services
and products. Have gift baskets available.
Consider offering small gifts with purchase,
and encouraging guests to use these as
presents and stocking stuffers. Or offer a gift
to your customer, and one they can also give
to a friend as a referral.
6
Take your customer experience to the
next level above the next level
Sure, you go above and beyond. But how
can you go beyond the beyond? Are you
really doing all that you can with your
customer experience? The holidays are a
time of magic and wonder. Consider how you
can enhance your guests’ connection to
these things through touch, smell, décor,
taste, and sound. Are you appealing to all of
your guests’ senses, including their sense of
wonder?
It’s a busy time of year for many, and it can
be easy to get caught up in just making it
through. Don’t let that happen. Make this a
truly wonderful time, and create memories
with your guests that will ripple and keep your
customer relationships warm throughout the
rest of the year.
09 | Spa Executive Business