SNAPSHOTSURVEY2011
REMEMBER: Visit the Snapshot Survey Portal at http:// snapshot. experienceispa. com to access results reports for the surveys you participated in or to purchase reports for the months you missed.
The most widely used communication methods among ISPA spa member respondents were the comment / feedback card given to the customer before they leave the spa( 54 percent) followed by a survey requesting feedback sent via e-mail to the customer( 50 percent).
On the other hand, lower percentages of spa member respondents are using more personalized follow-up methods like handwritten thank-you notes and personal follow-up calls( 24 percent and 19 percent respectively). However, these more personalized options may be worth a second look.
In today’ s electronic world, a handwritten note or a personal phone call can really stand out. With all the messages consumers receive electronically every day, it’ s easy to get lost in the shuffle. Just think of the number of e-mails you receive professionally and personally and how many of those you delete without a second thought.
Then, think about the last time you received a handwritten note in the mail. You probably haven’ t received many in the past year, but the ones you received really stood out. For most people, it’ s still exciting to receive something unexpected in the mail. It makes a person stop and think,“ This company took that extra time and effort to make me feel special.” A personal phone call can go a long way too. Keep in mind that both the phone call and the note should strictly be used to thank the customer for visiting and to find out if they have any comments or questions. There should be no selling in either the note or the phone call. It’ s all about letting them know you appreciate their business.
If your customers know you took that little bit of extra time to write a note or give them a call, it can go a long way toward making them a repeat customer. It really is the little things that sometimes make all the difference.
October 2011 ■ PULSE 55