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  • At Santo, sometimes the customer gets lost in the equation. Services offered, hours, policies seem to be made with the staff or owner first in mind. Just sit in the waiting room and you can hear the dread in the receptionists' voices when they answer the phone; they know that some of the offerings are not consistent, competitive, or courteous and they fear the repeating the standard lines yet another time: "no, we don't do that service on that day", "no, we don't have consistent appointment times (because of poor staffing), "are you familiar with our cancelation policy?", "yes, we are closing early on that day too", etc. However, if you clear all of the initial hurdles to becoming a customer, you will be rewarded with a lovely steam and heat prep (designed to decrease actual massage time) and an average massage. A massage is all about being pampered and cared for - especially when the prices are above average. Sadly, Santo didn't that part of the business planning orientation.
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