Not too long ago, I made an appointment for a much-needed spa treatment. I confirmed my appointment the day before, and showed up a few minutes before the appointment to settle in. When I got there, the spa, which is part of a larger department store, was not yet open, so I waited outside. After a few minutes, I made eye contact with an employee who said she’d check on my appointment. She then asked another employee to come over. The sales girl invited me to sit and wait, but assured me that the spa staff was prepping my treatment room for me. She then pulled up a chair and struck up some small talk with me. It was polite, but also a bit awkward. After a few minutes I said I’d be fine if she had to get back to work.
Another 15 minutes went by before anyone noticed me sitting there. This time a woman said she’d check on the delay. When she returned, she said that there was no record of my appointment, and their schedule was full. That seemed odd since my appointment had been confirmed and nobody was actually in the spa. I had no other option but to leave. I said I’d call to rebook, but with such poor customer service, I’d just as soon visit another spa.
Funny how a place that specializes in relaxation can leave someone so stressed! Let this be a reminder that bad customer service will always lose you customers.