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Running a spa is no easy task. There are myriad responsibilities and challenges each day ranging from keeping track of appointments, ensuring guest satisfaction, and finally, making sure guests return. Many spa owners manually manage these efforts, but unfortunately, important opportunities such as measuring guest satisfaction and collecting referrals aren’t managed at all. Demandforce, an automated marketing and communication software, syncs with a spa’s existing management system and automates these efforts for spas, transforming the spa’s database of customers into a self-growing, revenue generating machine. “Demandforce provides spas with a fully automated marketing and communication tool that increases revenue and brings guests back more often,” says John Cranston, Senior Business Development Manager at Demandforce. “Demandforce helps spas attract new guests through an online referral system and also through reviews that are fed to Google and Facebook, boosting a spa’s reputation on these sites, in addition to more than 90 other search sites across the Web. Demandforce also helps increase guest satisfaction and retention through automated guest feedback surveys, appointment reminders, and email campaigns.”
In today’s Internet economy, a major challenge businesses face is attracting new guests and keeping them coming back. Demandforce helps spas with this challenge by leveraging and automating modern technology–including email, two-way text messaging, social media, and online reviews–to keep guests connected with the business and up-to-date about the spa’s offerings, even after the guest leaves the spa.

“With Demandforce, a spa can automate remarketing emails to guests who haven’t had a service in a while. In addition, they can check the status of any particular email communication–whether it was delivered, opened, or if the email address is invalid,” says Cranston. “These emails are a great value-add for the spa because they give guests the choice in how they want to be communicated with, and nowadays, everyone is online and mobile.”

Furthermore, Demandforce recently launched a set of three Facebook applications that are free through 2011. These applications make it even easier for spas to attract new guests and reactivate existing guests online. Adds Cranston, “With our Facebook apps, spa guests can request appointments directly from the spa’s Facebook business page, see real-time guest reviews, and redeem custom promotions. Each of these is tracked in the Demandforce program, so the spa owner can see exactly where their appointment requests are coming from and which promotions are most effective.”
Spas never like getting bad reviews, but some guests do leave harsh criticism. When that does happen, it is important for that spa to be part of the discussion and try to turn an unhappy guest into a guest for life. After each service, Demandforce sends an email to the guest and asks for feedback in the form of a review and survey. This highly valuable feature gives spa owners and service providers the opportunity to learn what their guests really think and to respond appropriately. If a guest leaves a positive review, spa owners can personally thank them and encourage them to return. If the review is negative, spa owners should reach out to the customer and correct the situation. It’s a win-win situation for spa owners and their guests. “We help spas stay in front of their customers and build guest loyalty by automating their guest communications and marketing for them,” says Cranston. “Our goal is to free up time and make a spa owner’s life easier so they no longer have to do these things manually. Instead, they can focus on providing excellent service as soon as a guest walks through their doors.”

Nicole Altavilla • Associate Editor
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