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Working the Kinks out of the Customer Experience

7 20 15

Behind the Review host and Yelp's Small Business Expert, Emily Washcovick, shares a look at this week's episode of the podcast.

When you're in the business of relaxation, like Nola Bliss Massage in New Orleans, it's assumed the entire experience will be, well, relaxing. However, if your front end customer experience is lacking, your clients might walk away more stressed than when they started.

Sara Albie, owner of Nola Bliss Massage, has figured out how to make her clients relaxed from the moment they begin booking an appointment.

"The number one thing we do is provide great massages and great service. But then the second component is communicating with our clients and providing that great service in all of our communication. And we have found, especially just over time, more and more people want to book and communicate online," said Sara.

"They want an easy and quick experience. We love our online booking system. It is so easy to use, simple and fast. They can book at two in the morning in their pajamas, which actually a lot of people do. And it's also very simple—it is very user-friendly."

By using an intuitive booking engine, Sara has won a lot of her clients over before they've stepped in the door of her business. But that excellent customer service has to extend past the door, and for Sara, that means making more room in her therapists' schedules, which goes against the practices of most massage businesses.

"We really create an environment for the therapists to do their best work. We do full 60-, full 90-minute........

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