Trust is so important for businesses today. Trust that payment systems and information are secure. Trust that you’re getting good advice and an honest service. Trust that the people you are dealing with are decent, honourable and knowledgeable, and will deliver on their promises.
Such a little word with so much meaning, and so very often overused. So having been helping individuals, friends, groups and couples to find a spa break to suit them for more than 10 years, and with our reviews on Trustpilot at an all-time high. How do we define being a trusted brand at Spabreaks.com?
Listening to our customers has always been central to Spabreaks.com and the way we work. Many of our best initiatives and adaptations to the service have come from listening to feedback and understanding what people feel is missing from the market.
Our Recovery Retreats spa days and breaks for anyone with or recovering from cancer came in direct response to a customer’s traumatic experience. She was turned away from treatment because she was undergoing chemotherapy. We never wanted anyone to experience that again.
Today that practice of listening continues. We monitor all feedback on emails, social media and Trustpilot. That way, we can make sure that we address any problems in our service at once, and improve it wherever we can.
Having strong communication lines with the 800+ spa destinations that we work with is also vital to delivering a product that we’re proud of.
At the root of Spabreaks.com is a desire to showcase the variety of spa experiences that the world has to offer. We have a dedicated product team who work closely with spa destinations to create packages that highlight their best features.
When we get feedback from clients, we review it directly with spa destinations. That ongoing dialogue means we can share all feedback and help one another to keep delivering the best service possible.
We firmly believe in the importance of surrounding yourself with people you value and admire. Our team is made up of a vibrant and inspired group of people, many of whom have been with us since day one.
From a small group of three, we have grown to a family of more than 90 members of staff. Everyone experiences ongoing product training from the moment they arrive. That way we can make sure customers get the best advice possible on their choice of spa destination.
Believing in the importance of a good work/life balance and practicing what we preach, in 2017 that team moved offices from London to Brighton. That has allowed for easier commuting and the healing powers of a seaside location.
We also reduced the working day by 30 minutes, extended holiday to 25 days as standard, and introduced wellbeing support to the office with regular chair massages and yoga sessions.
Central to everything is that we not only listen to what people have to say, but we act on it as well. From customers to members of our team, we value the experience and opinion of those we work with.
Being a trusted brand isn’t something that can be achieved overnight. It takes time, but for us, listening meaningfully to what people have to say so they are safe in the knowledge that we will act on it where prudent and possible, is the foundation of trust.
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