Pulse Legacy Archive March / April 2013 | Página 59
Go to http://snapshot.experienceispa.com to access results reports for surveys you
participated in or to purchase reports for the months you missed.
Day Spas
“Guests aren’t as interested in quick services as we had
thought.”
“People are getting tired of daily deals. They have
learned to appreciate value!”
“Clients give feedback regarding their
interactions with our therapists and
state the fact that they learn new info
during their spa visits. They truly seem
to appreciate gaining new knowledge as
part of the spa experience.”
“Our clients feel we should be
closed on all holidays.”
“We have had to re-learn how to make
sure our existing clients know about all
of our upcoming events and new services. We seem to do a good job with
new clients but many of our existing
clients weren’t always aware of our
changes.”
“Although guests wanted to disconnect and relax, they also
wanted to be able to still have access to their electronic
devices.”
“The guests feel intimidated when they walk in and
see five or six technicians standing around the reception desk.”
“Mindfulness—
people are
looking for
good
experiences,
food programming and
farm-to-table
products.”
“In the resort spa environment, it is
costly to operate a spa and it reflects in
the pricing to the client. The guest is
happy to spend the money if they find
price value. We charge US$155 for a 50minute massage and our guests are very
satisfied because of the amenities and
services that are provided during their
stay. It is important that your pricing
truly reflects your offerings.”
“Some guests do not like to be proposed products after treatments
because they feel harassed.”
“Type of promotional offers; they would
prefer value-add instead of a discount.”
“Too difficult for regular customers
to get an appointment during times when we are promoting special offers.”
“The newest trend that we have noticed is our guests
are looking for more opportunities to be more sociable while at the spa.”
Resort/Hotel Spas
Other Spa Types
“Retail. It is always a mystery in spas. Products used in treatments sell through the experience—but what if someone
does not experience every treatment you have? What are
they looking for and what do they buy at the spa? We really
looked to our guests to help us define our retail mix this
year—and as a result, we have had a US$20,000 increase
year-over-year in retail sales.”
“Mindfulness—people are looking for good experiences, food
programming and farm-to-table products.”
“That online booking wasn’t that important.”
“While our clients find our facility lovely and our
therapists talented, they do not understand the postcare instructions that our therapists relay to them.”
“Consumers seek more deep-tissue services than anything
else. Cost is not as much as a factor as convenience and
professionalism.”
March/April 2013
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PULSE 57