Story Two:
There is a spa located in a University City and has a large young clientele. For many years this spa operated without complaints and did very well.
In 2012 all of a sudden there started a rash of client complaints about how they didn’t feel their service was great and didn’t want to pay for it. Some were saying that the waxing caused a rash in their bikini area, so all of sudden there were 12-15 complaints in a month. The owner was very concerned as she and another staff who had been with her for three years were the only staff performing skin treatments and waxing.
So, she was explaining her concerns to client who happened to be a police officer and a friend. The friend said “Wait a minute, there is also a rise on dine and dashes and we think there might be a ring that is responsible for them”. So she posted a sign at her front counter – ‘If you are not happy with your treatment for any reason we will offer another one as compensation – no cash refunds’.
There hasn’t been a single complaint or refund since.
Spa Life E-Magazine Winter 2014 25
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