Chapter 5 The Spa Service Experience

Spa: A Comprehensive Introduction (120T or 120)

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Competencies for The Spa Service Experience

1. Explain the differences between a business that manufactures a product and one that delivers a service. 2. Explain how to achieve superior service by creating memorable experiences. 3. List the realms of experience. 4. Describe the importance of delivering on the service promise.
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Touchpoints
Pre-visit Arrival and intake Transitional moments Treatment Exiting

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Nature of Services
Nature of the product is different Guests are more involved in the production process People are part of the product Its harder to maintain quality control standards The services cant be inventoried The time factor is more important Distribution channels are different
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Essential Elements of Spa Experience

Availability of convenient treatment times Hospitality extended by the staff Appointment starting on time Expertise or credentials of the staff Gender of therapists available for the requested service Staffs ability to recognize their knowledge about spa treatments Tipping policy
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Realms of Experience
Entertainment Education Escape Esthetics

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Spa Touchpoints
Website Local or national ad Information call Reservation call Cleanliness Sense of arrival Welcome Entering treatment areas Locker room Wet lounge Relaxation lounge

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(continued)

Spa Touchpoints
(continued)

Pre-treatment interview Treatment room Treatments Post-treatment protocols Product suggestions

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Transfers Exit process Complaint resolution Retail area Check-out Post-visit

Sources of Anxiety
Arriving early enough Clothing removal Pain during massage Temperature Skin rashes or breakouts

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Evaluation Techniques
Guest surveys Sales patterns Industry surveys Follow-up phone calls Guest comment cards

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