Sunday, April 1, 2012


Regardless of the industry or business type, knowing how to resolve conflict satisfactorily between one's customer is vital to retaining their business or generating new clients. A by-product of the conflict not satisfactorily being resolved by the business between the aggrieved customer is the impact of negative word-of-mouth advertising by the aggrieved customer to their colleagues, friends, family, acquaintances and even strangers. The outcome directly impacts the businesses bottom-line and its profit potential.

I wrote a comprehensive article, "Conflict Resolution", which presents five actual situations involving customer conflicts that occurred at five different spas. In the article, I present the conflict and how the conflict was resolved by the respective spa's management. I then provide my input as to how the conflicts should have been resolved, including the residual effect on what the customer did as it relates to the individual business. Lastly, there is unbiased input from five different spa directors of leading U.S. spas as to how they would have handled the conflict and resolved it had it occurred at their respective spa.

"Conflict Resolution" appears in the April 2012 issue of "Les Nouvelles Esthetiques & Spa". It can be viewed online at; click the view digital magazine link. The article appears on pages 90-96 of the issue.

By Terry Herman

Terry Herman is a recognized expert in the industry, and regularly covers issues that include business, management, operations, customer care, treatments, products, and trends. In addition to writing and reviewing, she is also a management consultant and motivational speaker. She also serves on EXPERIENCE | PREMCHIT Journeys In Retreat To Wellness Advisory Board, which is comprised of ten international experts in various fields of wellness and spa. She also serves as a Group Manager for the popular LinkedIn group, The Spa Buzz. You can email her at


(Animated rendering by Terry Herman)

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