Government Wants to Know Your Pain. Not Us ka.
Living in Bangkok, there are no lack of places to get body treatments. After several late night writing marathons which resulted in hunched painful neck and shoulders, I finally decided to get a massage.
I opted on a spa located in a Five-Star hotel. As part of an international luxury brand, it has a reputation for excellence so I felt safe with my choice. I called, made my appointment and showed up 15 minutes ahead of time as was recommended by the receptionist. Upon arrival I was given a beautiful cool purple drink and shown to the reception area. I was given a detailed form to fill out which asked for my contact information, medical history and the primary reason for my visit. After 10 minutes my therapist took me to the treatment room, instructing me to change. Upon her return she asked if the room temperature was comfortable. When I said it was the treatment began.
We never discussed what the neck problem or pain was about which I had cited on the intake form. Would I go back to this spa? No, I would not. There are too many others in this city and no one likes to be treated as a non-entity.
The lack of attention to the form disturbed me quite a bit. I wondered how many critical pieces of information other customers had shared which were missed by the therapists. I wondered how many opportunities for engagement and up selling products and services had been overlooked. I decided to speak to the spa manager.
When I asked her why I was given an intake form only to never have it referred to, I was told that it was for government compliance.
Understanding what customer service is and knowing that it means more than a smile and cool drink is critical for anyone in our industry, particularly those in positions of management. Creating expectations and not following through constitutes a double fail.
If a spa wants to maintain clients and be competitive, measures should be taken to provide proper training.
Does this sound familiar?