Customer Service and Client Experience Revitalization

We access your guest experience and measure how customers perceive your organization through numerous tools, including customer satisfaction surveys, secret shopper evaluations, and direct client feedback. Using this inside customer experience information and satisfaction data, we design and deliver critical initiatives to raise the bar on customer service, quality, staff responsiveness, client understanding, and your overall business environment while cross marketing all services and creating a spa culture throughout the entire property.

We partner with each of your staff members to gain "buy-in" and support as we deliver expert training and education and create strategic procedures. Empowering your staff to provide premier seamless guest experiences for each unique client. By conducting walkthroughs, we are able to identify issues that might be holding your business back and deliver valuable insight to you and your team.

As we consult with you on your customer service and client experience revitalization, we implement cost-effective solutions to enhance each client experience, reduce response times, maximize the revenue per sale, optimize your effectiveness, and allow you to gain market share throughout the most competitive industries.

We provide tailored business solutions to grow your business. We analyze each segment: customer service, employee morale/productivity, marketing, and operations before creating strategic plans and valuable resources charged with securing your organization as a premier service provider.
-Iris Shelton

Operations Assessment

Leveraging decades of expertise in the spa industry, we assess the strengths and challenges of your spa and provide you with critical solutions to secure the long-term financial success of your organization.

As your staff members are the "front line" between your organization and your client base, it is imperative that they are motivated and inspired to provide superior service. We connect each member of your team, assembling key areas of concern to prepare corrective action plans and increase employee morale. We job shadow to harvest detailed daily responsibilities, write accurate job descriptions, and enable your senior management to recruit, secure, and retain qualified staff.

SMS is also dedicated to optimizing your staff resources. We review your current software solutions and how your staff utilizes your software to make recommendations and integrations based on your unique needs. We review your booking procedures to surge your efficiency level, create standard operating procedures, and set key performance indicators and goals on revenues per sale, capture rate, and treatment costs.