How can we do this in practice?

Remaining positive/welcoming & friendly.
Providing a high quality treatment
Remembering the clients name for returning clients
Offering everyone a drink while they wait and taking their coat/bags.
Going out of our way to accommodate people or offering an alternative appointment if we are fully booked.
Being apologetic when things go wrong or if they are kept waiting
Keeping them informed on other treatments & products that may benefit them
Welcoming new clients and ensuring they have access to our brochure, know about our special offers and how they can recommend a friend.

Expectations of Team Members