Today I went to get a long anticipated and much needed massage at a business somewhat nearby though not in the town in which I live and work. I won't give any identifying facts about this business either because I don't believe in outing people in my profession for bad service (trust me it was bad.)
But by the same token I have to share the story to help the owner and staff members grow (in case they are reading) and to help my other clients, students and/or readers keep from making the same mistakes that I encountered today.
So here's what happened. To be quite literal, the business was not actually open for business at the time of my appointment. That's right, I got there at the planned time and the door was locked in spite of the fact that there was an "OPEN" sign - much like the one in the picture above - displayed next to the bolted door. I just scheduled the appointment yesterday and it was confirmed at 11:05 PM last night on Facebook by the very therapist I was set to see today.
And yet, when I drove twenty-five minutes out of my way for my session, there was no one there. No receptionist available to break the bad news to me. No note explaining that someone's house was on fire and they had to dash off for a bit of water. No phone call alerting me to the change of plans before I spent my time, gas and patience to no avail.
I knocked on the door, but no one answered. I called the business' phone number but no one answered. It didn't even greet me with a recorded message or provide me the option to leave a message for someone to return. I just got a message the said "the mailbox you have reached is full" before cutting me off and making me feel unwanted and unappreciated as a client in yet another way. So frustrating!
Oh but wait - there WAS a voicemail message on my phone that came in while I was talking with my husband explaining why I would be home earlier than planned. I didn't hear the call beeping in as I had set my phone to "silent" in preparation for my planned ninety minutes of blissful relaxation.
However, it came in eleven minutes AFTER my massage was supposed to start. Perfect timing, right?
Sadly, this was not the first scheduling problem I've had at this establishment. But it was most definitely the last.
So why do I share this with you? Because though it is a blatant example of a business being closed when they say they are open, there are so many other similar stories out there in other spas, medical spas, massage clinics and the link. See if any of these scenarios ring a bell with you:
- Practitioners that say they want to build a clientele but don't want to come in on an evening, weekend or for "just one" brow wax, manicure or massage.
- Receptionists who seem inconvenienced to have to talk to a client who walks in while they are busy with some other task or duty.
- Businesses that have "boutique" hours - you can never get an appointment when YOU have time.
- Service menus that list treatments that are no longer available due to broken equipment, product shortages or staff changes. But yet they remain on the list of services.
- And the list goes on and on
So what can you do? Well there are a lot of things really. But they all must begin with an awareness of the seriousness of the issue, a willingness to look at how things can be improved and the actions to change what is broken or closed.
Start by looking at your spa or practice the way a brand new client would.Ask yourself honestly if you would be impressed, feel welcome, and well served? Or would you feel inconvienced, disrespected and unwanted? The latter is how I felt today and I am in search of other places where I am appreciated and valued as a client and treated as such.
If you find problems in your business, take action now to fix them before you lose (more) clients like me along with the revenue and referrals they would have brought with them. Please let me know if I can be of help in the process.
