From Gift Cards to Exceptional Service: A Spa Experience with Lessons in Doing business Well!

I recently shared my thoughts on "The Purpose of Gift Cards" in the December EdgeNotes newsletter. And, I happened to have received a gift card during the holidays to a wonderful Spa nearby.

If you’ve been keeping up with my posts, you know I’ve recently started running again. My body didn’t hesitate to remind me of the effort—my muscles were “screaming” loud and clear.

With the gift card in hand, I decided it was time to treat myself, and my muscles - I checked out the Spa's specials for the month. While the exact services I had in mind weren't listed under the specials dropdown menu on the website, my gift card was generous enough to cover two treatments I truly needed.

As I stepped into the spa, I was warmly welcomed.

When asked by the greeter if I wanted to change, I found the question odd since I was scheduled for two body treatments, which I assumed required a robe. I said yes and was promptly offered the direction of where to change...along with options of wine, champagne, and other treats as well. Tempting - but I went with the citrus-infused water.

I was directed to the changing room and the locker area but had to ask where to find the robes and towels. While finding my way around, I noticed the dry and wet saunas and asked if I could use them. The attendant confirmed I could, but this information hadn’t been shared when I made my appointment—a detail that would have enhanced my experience as a first-time visitor.

After completing the standard health check/allergy/sensitivities questionnaire, my massage therapist greeted me. Her skills were phenomenal. “Good hands” doesn’t begin to cover it. She explained that she continues to upgrade her skillset by attending training classes. And I was the happy recipient of her expertise during the treatments which included lymphatic drainage and reflexology. I couldn’t resist when she suggested adding hot stone massage on the upsell - my tight muscles thanked her for it.

Post-treatments, I spent a few relaxing minutes in the dry sauna because…why not? It was there and extended my experience, although I would have liked to have started in the sauna had I known about it.

At checkout, things got a bit complicated. I noticed that the "specials" for the month flyer on the counter featured my exact treatment combo at $50 less than I’d just paid with from my gift card.

The attendant worked to resolve the situation by recrediting my gift card, reversing a small item I’d purchased to use up the balance on the card, and giving me a $50 credit for my next visit.

3 Training Points to Reinforce with Service Businesses:

1. Booking Matters: Specials are carefully curated to attract new customers, and this missed opportunity highlights the importance of thorough training at the booking stage. When I called to schedule, I mentioned I had a gift card and was browsing the website as a first-time visitor. Yet, the attendant didn’t mention the special that matched my services. Had they done so, it would’ve saved confusion and enhanced my impression. That $50 returned credit? It made all the difference. Why? It turned a one-time treat, which was superb, into a strong incentive to return for the service again.
2. Highlight Perks: Owners invest in these extras to set their business apart, and failing to mention them can undercut that effort. The spa had wonderful amenities like the dry and wet saunas, but I only learned about them by chance. When customers aren’t informed of these complimentary perks, they might choose a competitor who emphasizes their offerings.
3. A Welcoming Orientation: While the greeting was friendly and thoughtful, a more detailed introduction to the facility—like showing me where to find essentials—would have elevated the experience. Small touches like this create a sense of care and ease, especially for first-time visitors.

Why These Details Matter

As someone with years of experience in the beauty industry, including roles as a Regional Trainer, and Medical Skincare Director, I’ve seen firsthand how attention to detail and staff training drives business success. Customers today have countless options, and it takes consistent effort to win their loyalty. Investing in foundational staff training not only enhances customer satisfaction but also the growth and job satisfaction of the team, creating a cycle of repeat business and long-term success.

This experience was a reminder of how consistent and solid staff training can lead to repeat business and business growth — not just for a spa, but for any business committed to delivering excellence.

Until next time - stay curious, and keep learning!