tHE MaKiNg of aN all-star
(conTInUEd FRoM PAgE 48)
Exceptional customer
service starts at the top
with great leaders.
his team get creative in how they exceed
the client’s expectation—and they don’t
always have to involve food!
“I always tell my staff to not be afraid
to ask questions and seek to understand
exactly what the customer wants—more
than what they need. We already know
what the customer needs, but if we can
deliver what they want as well, we’ve left
an impression.”
tiP: the grand slam
“First, be efficient and respond in a
timely manner. next, listen—openly,
honestly and without interruption.
Then make a commitment by
providing ideas and solutions. Lastly,
always follow up. define dates and
stick to them.”
50
PULSE
■
June 2018
angela Mccambridge
Beauty Advisor
THE SPA - Williams Island
AdvEnTURA, FLoRIdA
“People don’t necessarily remember
what you say, but they do
remember how you make
them feel and their
experiences with you,”
explains Angela
McCambridge, beauty
advisor at The Spa at
Williams Island Club in
Adventura, Florida. “Are you
approachable, warm and welcoming, did
you listen and ask questions to accom-
modate to their needs? These attributes
create a sense of safety and make people
feel secure.”
The feeling of security is important in
the spa and should be a major factor in
your customer interactions. To ensure
this feeling with every customer she
works with, McCambridge sticks
to The Golden Rule: treat
others how you want to be
treated. “Plain and simple
if you don’t want it done
or said to you don’t do or
say it to others. It’s good
common sense personified.”
In the spa industry, customers
are often at the height of their stress
levels or are feeling the pressure when
they walk in the spa doors, which is
why McCambridge makes sure to