As a wellness business owner, you strive for excellence in customer service. You have to accept that satisfaction is defined differently by each customer, and so one customer journey may work well with one customer but be frowned upon by others.
For spas, it's especially important to understand what your customers want - not after the experience, but before a service is even recommended. This way, even though each customer's expectation is different, you can tailor and personalise their experience to fit their individual needs, and this would ensure each and everyone is satisfied with the type of service or products they receive.
This is where consultation forms come in.
A consultation form allows spa staff to gather accurate information, which can then be used to effectively plan the care and service they provide, thus ensuring clients leave feeling confident that their wellness goals have been thoroughly addressed. The information gathered through these consultation forms also helps inform decision-making around product purchasing and staffing, ensuring that spas operate efficiently while providing high-quality experiences for their customers.
Depending on the particulars of a spa's business model, consultations can take various forms and occur at different stages throughout the customer journey. Some spas may require relatively short consultation forms to be filled out prior to the appointment, while others may have longer, more comprehensive ones which are conducted during face-to-face meetings or phone conversations with customers. In any case, it is important for spa owners to ensure that their consultation forms are accurate and comprehensive enough to give them the details they need to recommend and safely implement their services or products.
Because aside from how a customer would prefer to receive a treatment or service, another important purpose of consultation forms is to acquire your customer's health information and product-use history. With this on hand, you can prevent accidents from happening like allergic reactions to certain oils or skin reactions from overlapping skin care products.
Finally, it's essential that spa staff use the information gathered from consultations to create an ongoing relationship with each customer based on trust and mutual understanding. Doing so will ensure that your customers feel comfortable with your wellness business and encourage them to come back again.
If you don't have a consultation form as of yet, we recommend taking a look at our Spa Consultation Form Template. This is a resource we developed through our years of working with spa business owners as we helped get their spa businesses from idea to open.
Blue skies,
Sam and Sonja