| rev:text
| - New client here, prospective anyway. Found this place through a deal coupon. My initial appointment was for 7PM, but I wanted to change it to 7:30. Later on that night I got a message that says, "we'll just change your 7pm to 8:30...". (So wrong! You don't contact the client and tell them when they can come in, you ASK if the new time works for them. Where's the courtesy?) Anyway, I called back within about a minute and left a message to keep it at 7pm. I then went to some lengths to rearrange my schedule to make it a half hour ahead of time as requested so I don't get charged $25. (Who does that for people that are late? No-show, sure. I do that at my practice, but just for being late? wtf?) Today just before I was about to leave for this location, I received a message that my appointment was cancelled due to a "broken heater". The message was left only ONE HOUR before my appointment time. That sounds suspicious.
Here's the thing. The kind of work that I do is labor-intensive and I was really looking forward to a little escape. I was planning on making this a habit if it was as good as I had imagined. Yeah, sure I was really disappointed. And yeah, sure, it was nobody's fault -- if there actually was a malfunction that is, which I now seriously question. So after remaking the appointment I called them back and cancelled it. Got my money back from the deal coupon I was holding. Just a bad vibe.
I guess what really irks me is the laissez-faire, "don't-give-a-shlt" voice at the other end. I really don't think the person I spoke to cared about the upset he'd caused, certainly not enough to offer anything out-of-the-box to make sure this prospective client becomes a client. Just a certain tone I picked up on. (Clearly this wasn't the voice of experience talking. More like the voice of adolescence.) And yeah, sure, shlt happens. The heater broke down. Fine. Whatever. But to be scooted around like a schedule item rather than asking my permission as a person beforehand (1), and then to be cancelled an hour before my appointment without any other solution better than "we'll have to reschedule you" (2), was just void of creativity to say the least. In my business, if I needed to cancel someone unexpectedly, I would have added an extra half-hour to the next session, or at least offered some sort of a credit - something other than, "we'll just have to reschedule you." Where's the incentive to come back? Do you want return clients or not? All I can say is business must be REALLY good. But wait a minute - you're running giveaways through a deal coupon vendor! Way to go...
So True REST Float Spa, please get this: THE PUBLIC'S PERCEPTION IS ABSOLUTELY EVERYTHING. Give a (potential) customer the feeling that they're not really that important, even once, and you've lost them. You just lost me. Care much about that?. By the sound of the 20-something BS West clone's voice on the other end of the phone, I kinda doubt it.
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