Consistently measuring up to customer expectations is a tall order. Even the best day spa may fall short from time to time. How you handle those instances sends a strong message about your spa, its values, and the very heart of your organization.

Do you have a plan in place to deal with customer service short-comings? If you do, then you’re light years ahead of the average day spa. Below are some steps to prepare for, react to, and regain customer trust.

Have a plan in place to recover from operational and service glitches.

Let’s face it, there are a myriad of potential problems that may arise on any given day in your spa. Some of the problems may be relatively small like an employee calling in sick or equipment malfunction. But, other problems may be further reaching - affecting more of your client base. How do you plan for the unexpected?

During meetings, brainstorm with your staff to identify problems. Solicit feedback without criticism. Create a list of scenarios and then design a plan to deal with each. Empower your employees to execute the plan and take immediate action to avert customer services glitches and disappointment.

Even with a well-thought-out plan in place, sooner or later, a customer will be unhappy or disappointed in your spa. What actions should you take to mollify your customer and avert bad publicity?

Apologize immediately. Be humble, and mean it.

Your day spa has spent years building up a good reputation. Don’t let one mistake damage that. Be sincere and respectful of your customer. Empathize with their position and use the opportunity to connect with them. Follow through on your promises and follow-up with them to be sure they’re satisfied.

Turn the tables using this instance to point out your strength. "What other day spa would respond in this way?"

Your willingness to resolve issues and complaints in the customer’s favor may very well help your day spa in the long run. Unhappy customers can be turned around and potentially become your strongest advocates. Make sure that every member of your staff is on board with this effort.

Implement changes immediately to ensure that the problem will not happen again.

Make sure that you respond quickly to every customer complaint and with the appropriate action. Your goal is to win back the trust of each customer and to avert repeat problems. In the eyes of your customers, actions truly speak louder than words.

Make "Customer Empathy" part of your spa culture. Don’t sweep problems under the rug!

Don’t wait for customers to recognize that a problem has occurred. Be proactive. No matter how small, each problem needs to be dealt with immediately and to your customers’ advantage.

Many times, problems can be resolved with a sincere letter of apology. Be sure to explain how the problem occurred and the steps you’re taking to resolve it. Depending on the situation, it may be necessary to replace products and/or offer a free or discounted service. Whatever you do, make the resolution appropriate to prove that you stand behind your brand.

Regaining Customer Trust… what does it all boil down to? Take your customers seriously. Don’t offer hollow apologies or lame excuses. At these emotional times, your “true colors” will be tested. Show that your spa is customer focused by taking measures to distinguish yours from the day spa down the street. In the end, the actions that you take will speak volumes about your business.

Review Guidelines for Great Customer Service and Customer Service and Your Website.