Learn what benefits are perceived as valuable by your customers. That allows you to target your spending on areas that matter to your guests.
Find out what happens when managers are not around.
Build customer retention by ensuring that every experience is a positive memory.
Create priceless word-of-mouth marketing--know how to Wow! every customer.
Eliminate, or reduce, anything that negatively affect customer perceptions.
Discover how your business rates. Know where you stand relative to your competition and the market in general.
Increase profitability by eliminating redundancies, unnecessary expenses, and by improving sales and marketing practices.
Make sure your business strategy, marketing materials and efforts, and product and service delivery are in alignment. Discrepancies create unmet expectations, disappointment, and negative referrals.
Build on your strengths. Reward and entrench (and therefore ensure continued) positive behaviors in your staff.

For maximum effectiveness your audits will be conducted:

Anonymously – Only your senior management should know that the services are complimentary, but ideally not why.
At peak periods – We recommend doing them during your busiest period in order to provide feedback on your services and systems when they are at their most stretched giving you an objective perspective of your ‘worst-case’ scenarios.
Over a period of time – To assess multiple staff shifts during evenings (where applicable), weekdays as well as weekends.

The Positive Results Service Audit System© includes the following:

Initial meeting with management to determine any specific concerns or areas of focus for the audit
On-sight assessment(s) – conducted anonymously
Creation of a customized report with between 48 - 118 metrics plus recommendations
Meeting with management to discuss findings and recommendations

To achieve positive results the process involves the following commitments:

Day Spa: 2 days (broken up into multiple visits) min. of 4 services audited
Destination Spa: 3 - 4 days / min. of 6 services assessed
Wellness (Weight Loss) Spa: 7 days / all services tested
Resort Property (without Spa): 5 – 7 nights / Up to 4 activities tested
Resort Property (with Spa): 7 nights / min. of 4 services + 2-4 activities tested

The investment for a Positive Results Service Audit© is as follows:

$675 USD per day plus all services provided at no charge. Where travel is required, the client covers all travel expenses.
Note: In select circumstances, such as when one of our consultants is traveling in your area at the time of the audit; the daily fee may be reduced to $150 USD, or even waived completely. In exchange, the client supplies an equivalent in audited resort or spa services.

we measure what your clients care about...

... Attract and Keep Your Ideal Clients!