Efforts to
reduce duration uncertainty are complicated
by the fact that although customers may
know they have a certain length of time for
their treatment, their focus is on the experience
and not the clock. Therapists and managers
alike must work to provide the full spa
experience, but do so within a specified (and
agreed upon) amount of time. The primary
approaches to controlling treatment time
are streamlining the treatment process and
ensuring that the treatment can be completed
in the time allotted. Although therapists are
bound to vary in how they administer a treatment,
they should be trained on timing of the
treatment to maintain consistency.
Spa operators should also focus on
developing subtle signals that let the customer
know that the treatment is over. For
instance, music is set to play for the specific
duration of the service, or the therapist
uses a chime or bell at the end of
the treatment. Often, the therapist offers
the guest a beverage to indicate the service
period has concluded, and may escort the
guest to the next destination