1 /5 Larry Hunka: Owner blamed the customer for bad experience
My friend and I were hoping to enjoy facials to celebrate our birthdays and relax after a stressful period. Two facials were booked with separate credit cards. Imagine our surprise when we arrived and were ushered into the same small room with facial stations very close together. I stated that this was not what we had booked. I was escorted from the room into waiting area, reassuring me this would be taken care of. After waiting 20+ minutes, I asked if there was a problem with my new room. I was offered a small 15% discount. After another 25 minutes, I spoke with the owner via phone and was told no additional accommodations could be offered. After a 45 minute delay total, I was escorted to a room that did not have all the equipment necessary to complete the facial treatment, including extractions.
Due to the delay in starting my treatment, my friend was forced to wait for me to rejoin later. The situation was never explained to my friend. The timing delay impacted our experience in a very negative way.
Both my clinician and my friends clinician told us that the front desk often makes mistakes such as we experienced. They complained extensively about the management of the spa. My clinician encourage me to seek a greater discount "this should be free." As I left, the front desk person asked if I would like a follow-up call from the owner. I agreed.
During the follow-up call the owner was derogatory telling me that I was the worst customer she had in 12 years (?), that I created a disturbance scaring people (?), and proceeded to complain to me about the her personal and small-business woes. She stated the clinicians had complained about me (?). BTW, I was happy with my clinician, tipping 20%.
During the call the owner made me feel degraded for trying to get the services I wanted, she insulted me as a person, she said I was mean to everyone and I actually was very kind to the clinicians, in fact, they were supporting me in pursuing this further. When I suggested to the owner that she bring the clinician and front desk person into our phone call to determine the truth, the owner backed down. Only when she feared of social media exposure did she state "What can I do to make this better." I suggested a 50% discount. She said no. Her counter offer was a salt room visit which had no interest to me.
If the owner responds to this review, I ask you to ask yourself,
* Why she did not start the call with an apology,
* Why she felt the need to be so derogatory to the client ("worst customer in 12 years"),
* Why she refused to bring the clinician and front desk person into our phone call to address to wild discrepancies in her stories,
* Why she feels the need to bring her personal and small business woes into a conversation with a customer, and
* Why she is opposed making a relatively small concession (50% discount) after such an intensively negative experience
What happened to treating the customer with respect?
