Welcome to the second interview in my NEW exclusive Saturday Spotlight series where I’m out and about meeting the real people behind fabulous Customer Service Experiences in the Cotswolds. This week I’m back to my favourite world of spas so please welcome to the Lady Janey sofa, this week’s guest for Customer Service chats, Will Wellon from The Spa at Hatherley Manor.
Will, 30 years old today, is the Manager of the NEW Spa at Hatherley Manor. On a day to day basis, he manages staff, oversees rotas, deals with budgets and reports and focusses on marketing and promotion of the spa. Will says his main priorities are ‘Levels of Customer Service, standards of cleanliness and quality of treatments’ but that he is very lucky in that ‘ He has never had a team so good’ which means maintaining excellence in these areas is a whole lot easier. Will says that what he appreciates most about his job is ‘The setting and facilities of the spa.’ He is very proud of what has been achieved so far and is especially proud of his team which he describes as exceptional. The worst part is apparently being the only male in a team of females but I’m sure it keeps him on his toes if nothing else!
Ensuring the consistent delivery of excellent Customer Service is a top priority for Will who works alongside The Greenway, Cowley Manor and Dormy House to offer a regular visit swap programme whereby every two months, two therapists from each spa get the opportunity to spend the day in another spa. It’s a great developmental incentive for his team to reflect on the spa’s own practices and values and enjoy a rewarding pamper experience at the same time.
Will rates the quality of service the spa provides as ‘Absolutely brilliant!’ and this is reflected in excellent Trip Advisor reviews and customer feedback. He believes that this is down to his first class team and that the high level of service provided is in line with expectations of top quality treatments at the spa. Will says that in order for customers to return, it’s important to ensure an excellent customer experience ‘From the point of booking to the end of the day’ and not just one single aspect of the visit. Beliefs like this are aways music to my customer service tuned ears!
As well as his fabulous team of spa therapists, Will credits the success of the spa to Spa Consultant Debbie Green for her vision and creativity in designing such an amazing space and the ability of his assistant manager Sam Beedon because having a top class second in command is vitally important to the successful day to day running of the spa.
Before becoming a personal trainer and moving into the world of spa management, Will started his working life as a gardener for a friend. This was he says ‘the worst job’ he has ever had but since then there hasn’t been one day where he hasn’t wanted to go into work. In fact Will hasn’t had a sick day in 10 years! I am so in the wrong job. Think I should try my hand at spa management!
In the future, Will would like to look into overseeing a group of spas but for now he says there’s just ‘So much potential’ for further expansion at The Spa at Hatherley Manor. For example he would like to see development of the beautiful outdoor space through the introduction of a fire pit and outside jacuzzi. How fabulous does that sound! Can’t wait!
It’s been such a pleasure to chat to Will today. I can’t recommend The Spa at Hatherley Manor enough so make sure you head over to the website and check out all the latest offers- and find out about the EXCLUSIVE memberships! There are also just a handful of places left for the Spa’s first ever Christmas event on Wednesday 5th December 5pm- 8pm where you can enjoy a 10 minute mini facial, prosecco and canapés, goody bag, fabulous discounts on Elemis and Made for Life products and amazing treatment offers in the raffle! Don’t miss out. Call the team now on 01452 733299 now to book your ticket AND treatment!
Until next week everyone!
Lady Janey x