| rev:text
| - They say you can tell a lot about a business by the way they treat their customers and their staff.
THE CHALLENGE
I recently visited LaVida and had a reaction to a treatment.
CUSTOMER SERVICE RESPONSE BY BARBARA
I reported the issue the next day to Barbara who was very understanding and helpful and assured me she would look into their process and said my experience should be 100%.
My only reason for reporting the issue was NOT to complain, but to find out what I could safely do as a remedy. Barbara was hesitant to tell me what to use to relieve the issue, but she wanted to get the "Registered Nurse" on the phone. She put me on hold for 10 minutes. Then she told me the "RN" would call me.
HOW I WAS FEELING AT THIS POINT - GOOD
Barbara's response made me feel good. Satisfied with how this was handled so far...
but then...
MY EXPERIENCE WITH THE NURSE (and OWNER)
The Nurse I was referred to about a remedy was Mooshoo, also the Owner, who should NEVER be allowed to talk to customers. Her line of questioning (unlike Barbara's) was condescending, condemning and she was frankly, NOT paying attention to my answers to her questions. She asked me a few of the SAME questions twice during that conversation (and I repeated myself). I also noticed to my surprise, she was in a car and giving her driver instructions to turn left and turn right, interrupting the call. Clearly she wasn't "mentally" present for a call with a customer (hence, asking me questions twice), not to mention in a state to have a MEDICAL consultation on the phone. That's just plain irresponsible.
NOPE, THE CUSTOMER IS WRONG
"We haven't ever had that happen ever." Well, that was just a weird response from her because I didn't suggest it happened before - I just wanted to know what I could use to RELIEVE the reaction - not place blame.
SUGGESTIONS FOR GROWING THE BUSINESS
I like the staff here. Mooshoo needs to empower her staff to do what's right for the customer as they definitely have a better handle on it than she does. She is not a people person and needs to let go of some control and let the customer-focused people handle the customers. Instead, her staff has to get her involved and are afraid to act on their own. Her "pass the buck, make the customer feel like they're stupid" attitude may make HER feel better, but that attitude should not be let out of the closet if she wants to stay in business. Not satisfied with Mooshoo and the way I was treated by her, specifically.
CONCLUSION
Her "I am right" attitude will not serve her, her business, her staff, or her customers. The sooner she learns this, the farther her business will go.
What is the cost of this attitude?
1. A staff with low morale and fear of the owner. This low morale and fear doesn't contribute to customer happiness. Happy Staff = Happy Customers.
2. Customers vote with their money, take their business elsewhere - AND - warn future customers on social media and review sites.
Is it worth the cost, Mooshoo?
Yes, they say you can tell a lot about a business by the way they treat their customers and their staff. And when they respond to this review (and spend that time they should have spent earlier), and retort it like they do with the other poor reviews, they should know it will be too little too late. An ounce of prevention is worth a pound of cure. Next time, just let your staff handle it...
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