The Zen Ten

Spa Etiquette

© 2009 Jenn Farrington Photography

The holidays are the busiest time of year for most businesses. Providing stellar service is priority No. 1 for every spa owner. Still, no matter how much training you provide for your staff, clients can be their own worst enemies if they don't follow your etiquette policy.

The more they know before they visit your facility, the better the experience will be for everyone, according to Sharōn Ronen. "I'm constantly asked questions about spa etiquette—from clients and fellow spa owners," says the longtime esthetician and owner of Skin Haven Spa Studio & WellSpa in Los Angeles. "Creating a set of rules will make everyone's visit a truly relaxing and comfortable experience."

Here are Ronen's top 10 rules of spa etiquette that every client should follow:

1. Review the spa's website prior to the booking process.
When a client familiarizes herself with your services, it helps your staff better serve her once she's ready to book an appointment. Of course, emphasize that you’re there to answer any of her questions, as well as assist in choosing the right treatments for her needs.

2. Don't come to the spa sick.
This is especially critical during flu season. When one person is sick, the germs can spread to other guests or therapists, making everyone miserable. Insist that clients reschedule their appointments if they’re not feeling well. And remind them that spa treatments aren't as enjoyable when they can't breathe freely.

3. Arrive early.
Your spa policy should encourage guests to arrive well before their appointments—especially if they need to fill out paperwork as a first-time visitor. It also helps check-in run more smoothly. However, clients need to know that if they show up late, their treatment will be cut short—and nobody wants that. A positive way to enforce this policy is to encourage clients to give themselves ample time to transition into relaxation mode.

4. Understand the cancellation policy.
It's standard spa policy to charge clients for the full cost of treatments if they're no-shows or cancel within 24 hours. Your guests need to know that your therapists' time is just as important as theirs.

5. Speak up.
Many spa-goers are intimidated to ask their therapists to adjust elements of their treatments, such as pressure or temperature, to make the service more comfortable. You and your staff should remind every guest to speak up and ask questions. This is her time.

6. Avoid heavy perfumes during spa visits.
An overwhelming scent can interfere with aromatherapy. Plus, other guests or employees may have allergies to strong synthetic fragrances.

7. It's OK to talk—softly.
Some guests enjoy chatting during their treatments. This is fine, as long as they know to use their "spa voice" and to respect other guests. (On that note, remind all guests to turn off their cell phones.) Your staff, however, should know when to ask someone to breathe rather than speak, as the exercise is an essential part of therapeutic treatment.

8. Be honest when filling out medical forms.
Ask them to list any allergies, illnesses, medical conditions or recent surgeries. Though a spa is not a doctor's office, clients should understand that therapists can better serve them if they're as forthright about their medical history as possible.

9. Understand the tipping process.
"TIPS" stands for "To Insure Proper Service," so explain to clients that a gratuity is a token of their appreciation for the care they receive in your facility. The industry standard is 20% of the treatment cost. Disclosing this in your etiquette policy will prepare clients ahead of time.

10. Give feedback.
Encourage front-desk employees to ask each client how her service went. Constructive criticism or suggestions for improvement can be left in a "comments" box in the relaxation lounge for guests to add their thoughts anonymously. The more you know about how your staff is doing—for better or worse—the better you can serve your clientele.

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