La Jane Spa Customer

Service Plan
Alexandria Stanley
April 17, 2023
 Introduction
• The name of my company is La Jane Spa. It offers supreme relaxation from the stresses of life. La Jane
Spa’s modern, luxury interior will take your breath away.
• My business fits within the beauty and wellness industry. Guests will look and feel good after receiving
their services.
• From deep tissue massages to hydrating facials, and hair removal services. La Jane’s has it. Relaxation is
key at La Jane Spa.
 Marketing Mix
 La Jane will be located and operated in Miami, Florida.
 Services offered at La Jane Spa will include massages, facial treatments, and waxing services.
 Prices for services
Deep Tissue Massage- $85
Hydration Facial- $50
Full Brazilian Wax- $55
 The social media platforms that I will mainly use to promote the spa will be Instagram and TikTok. I will
also utilize Google Ads and Facebook Ads to reach even more people. For example, I will use keywords like
spa, massage, waxing, and skincare in my ads to reach my target audience. I will also target my ads to my
geographic location so customers that live in Miami or are visiting can find my business.
 Another method that I will use to promote my spa is handing out business cards.
Target
Market
• Women and men ages 17 and
older
• Middle and upper-class people
• Single people and couples
• People who love going the extra
mile to pamper themselves
frequently
• People who exercise or work a
lot and need to relax
Employee Engagement Behaviors
1. Communicate effectively (written or spoken)- If employees can’t communicate effectively, it will have
a negative impact on the team, customers, and the business as a whole.
2. Behaving ethically/appropriately - I want to build a team that I can trust to behave ethically. If
employees don’t behave ethically, it can destroy La Jane Spa’s reputation.
3. Being a skilled worker- Having skilled workers will benefit my business because they will help my
business gain and retain customers. If a customer receives great service, then they will most likely
rave about their experience to someone else or on social media. The customer will return and refer
others too.
4. Being reliable- I need employees who will show up on time and complete their tasks efficiently. Staff
members will have to meet many important deadlines at La Jane Spa such as appointment times,
work meetings, events, and more.
5. Taking on a leadership role- Employees who work hard to become team leaders or managers are
valuable to the business and can help the business excel.
Employee Incentives
• Employees will be incentivized based on their work performance, as well as customer
satisfaction. They will receive salary raises and have bonuses added to their checks for their
hard work and dedication.
• My employees will also have lunch catered for them at least one or two days a week and
receive gift cards as additional incentives.
Customer Service Standards- Expectations
1. Respond to customer inquiries with a sense of urgency.
2. Be transparent about my spa’s policies and procedures and be consistent in the way I
implement them.
3. Stay positive and professional when interacting with customers, no matter how difficult the
interaction is.
4. Know about the products that are being used during a service and give guests
recommendations for after-care.
5. Ask customers for feedback while servicing them and after.
6. Strive for customer satisfaction.
7. Learn everything you can about your clients so you can tailor your service approach to
their needs and habits.
8. Ensure that the spa is clean and organized.
9. Ensure that appointment times are met.
Customer Service Standards- Potential
Issues
1) Customers receiving poor or unsatisfactory service(s).
2) Not being able to get in touch with management easily, in a timely manner, or at all about
issues.
3) Long wait times in general, but especially when they scheduled an appointment ahead of
time.
4) Spa service workers not answering clients’ questions and offering no helpful
recommendations to them.
5) When staff members are being negative and acting unprofessional while interacting with
customers.
Recovery Options for Customer Service
Issues
• Recovery options besides giving every unsatisfied customer a refund include offering a
percentage off their service or redoing the service(depending on what they received).
• Some service mishaps can’t be fixed immediately or at all, so another option to address
a customer’s issue(s) is to sincerely apologize for any inconvenience.
• Example- If an esthetician waxes off too much of a customer’s eyebrow hair, it can’t be
fixed immediately.
• An additional option is to address the issues in a staff meeting to get to the root of the
issues and come up with solutions to keep customers as satisfied as possible for future
experiences.
Customer Survey Questions for Feedback
• On a scale of 1 – 10, with 10 being excellent and 1 being terrible, how would you rate your
experience with our front desk staff?
• On a scale of 1 – 10, with 10 being excellent and 1 being terrible, how satisfied are you with your
experience at our spa?
• What service(s) did you receive?
• Did you feel that your service provider(s) was/were knowledgeable and professional? (Yes/No)
Explain further if you would like.
• On a scale of 1 – 10, with 10 being very likely and 1 being not at all likely, how likely are you to
recommend us to friends and family?
How I will get customers to provide the
feedback
• Customers will be able to access and fill out the survey after receiving their service(s) at the spa.
The customer is required to provide an email address or phone number at the time of booking
their service, so the survey will be delivered to them via text or email.
• [Link]
I0kRtg/viewform?usp=sf_link
• I will incentivize customers that complete the survey by giving them a discount on their next
service (15-20% off). The discount will be delivered by email or text, and they can show their
coupon on their next visit to the spa.
Key take-away from this project / class
• Overall, completing this customer service project helped me learn
how to construct an effective customer service plan for my future
business venture. Lastly, marketing 135 taught me what I should and
shouldn’t do while working in the service industry.