The Spa Company - Case Study Example

The Spa Company A stop at “The Spa” is an experience one would love to live through repeatedly. A place demystifies the standards of warm and cozy. An initial visit to the spa guarantees a series of future visits since the customer discovers the prefect getaway. Its location is ideal for a stopover, and it does not disappoint. The Spa thrives on certain principles that require elucidation. First, on checking in, the reception makes what seems to be a routine questioning. This, however, is a key step as it takes into account the customers’ needs.

Further, the reception is keen enough to note the simplest of statements; the customers’ preferences. This gives The Spa an edge since they provide the needs of the customer to their specifications. This may leave the customer baffled at first since the staff seems to read their thoughts. In essence, it serves to keep the customer. It also gives The Spa a tremendous boost since such a service prompts the customers to market it. The Spa offers the customer a dream environment. This serves to make the customer feel that they owe it to this resort their peace of mind that comes with such hospitality.

Such an appreciation justifies the monetary compensation that the customer pays. The continued excellence in providing intimate care to the customer will ensure growth in profit and popularity of The Spa. The success of The Spa in customer satisfaction cannot be owed singly to either the people or the process. In fact, such an achievement does not arise unless harmony is present between the designated process and the people facilitating this process. Alex’s visit to The Spa offers a clear perspective into this harmony.

This is because Alex appreciates how thoughtfulness of the hosts. He is almost certain that they had him in their minds. This gives credence to the fact that the staff does not perform routine checkups for formality. On the contrary, it diligently follows the process put forward to ensure comfort and a feeling of satisfaction for the customers. The smooth flow of information within The Spa is worth applause. This is because right from when the customer checks in, his needs become a priority. Attention goes to detail.

It implies that each customer receives treatment as a part of the whole. Information from each customer moves from the reception to all units; including room service. It is probable that each customer is allocated a team of staff to look into their needs and specifications. This was effective because each person had his duty defined and followed instructions given to them to the latter. The total of each person’s effort amounts to the efficiency of this process. The Spa’s creator would have quite a task to develop a new location that provides satisfaction that supersedes that of The Spa.

The new location can, however, be different. The quality of service should not be hampered. Instead of choosing a location overlooking the ocean and the familiar scenery, a location that is remote can do extremely well. This location is to offer the services of the resort. The hotel should give a clear view of a waterfall. The restaurant, in this case, is to overlook an entirely different site; for instance, a magnificent mountain with a view of the snow peaks. The interior design should be elegant and captivating.

This may sound cliché, but for a remote location, it would give a mind-blowing experience. The difference lies in expectation. Getaways that overlook the ocean are famous and, therefore, expected to offer this experience. However, for a remote location, such an experience surpasses expectation and duplicates the satisfaction, maybe triple it. An experience at The Spa is a manifestation of the consequence of harmonizing service delivery with staff diligence. The outcome is a success and worth every penny.

Work Cited. Chodorov, Edward. The Spa. London: Sage Publishers, 1951, Print.