There is no better way to show that you care than to actually listen to your customers’ opinion. Ask your guests for feedback, and if there is a problem, do not ignore it! Just by answering a complaint, and making sure they feel heard, you may be able to keep a customer. A study from Maritz and Evolve24 found that 83 percent of people who had made a complaint, and received a reply by the company, considered themselves satisfied by the simple fact that they got a response – even when their problem had not been solved. A Coop supermarket in Switzerland was shocked to discover that their most loyal fans were not shoppers that had never had problems, but customers who had made a complaint, and had their problems solved. Don’t hesitate to enroll friends and family to help you audit your guest experience: are your standards consistent throughout? Is anything amiss? Where can you improve? If the service in your spa is subpar, it won’t matter how varied your offering of treatments, or how updated your equipment. After all, the only thing better than spending some relaxing me-time at a spa is spending some relaxing me-time at a spa where people are friendly, welcoming, and genuinely happy to have you as a customer.