Remember our discussion a couple of weeks ago about The Late Client?
Living Earth Crafts wrote a blog post about implementing protocols to handle such situations and help train your staff.
"To my mind, one of the best ways to prepare your staff is to offer them scenarios (for late clients, certainly, but also for angry clients, emergencies, and so much more) and to allow them to practice how they’ll respond. This gives them the opportunity to practice in a non-threatening environment, but it also gives you – the spa owner or manager – the ability to set official protocols in place. "
What a great idea! Preparation could really be key in dealing with these situations when the arise.
Have you practiced dealing with possible client scenarios with your staff or even by yourself? How did you go about implementing protocols?
Cindy Iwlew is co-founder of Bodywork Buddy Massage Software, a complete online management solution for independent massage therapists that includes online scheduling.
She continues to operate her own private massage practice of 13 years. www.BodyworkBuddy.com