The Dying Art Of Customer Service
This excerpt written by spa consultant Kamillya Hunter strikes at the heart of our profession. Her poignant article gives us all something to think about.
There is no other profession more personal than massage therapy. If you disagree, name one. I’ll wait. As massage therapists, we expect a fully conscious person to agree to remove their clothes and expose to us parts of themselves they may be ashamed of. We hear clients apologize for stubbly legs, hair covered backs and body rolls camouflaged with perfect fitted clothing. We manipulate muscles and promote blood flow to areas they forgot existed. Within 30 to 120 minutes, we therapeutically treat both physical and emotional ailments with a skill and ease envied by non-professionals. Yet this is where the personal side it ends. On the table.
Emails have replaced hand written thank you notes. Appointment reminders are now delivered via text message instead of a phone call. Gift certificates are now purchased online, consisting of nothing but a print out from a check out screen. The personal side of customer service is now buried under automated software designed to simplify the business tasks outside of the massage room.
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