{"id":31,"date":"2011-08-20T16:42:00","date_gmt":"2011-08-20T16:42:00","guid":{"rendered":"http:\/\/www.communicationcoach.ca\/blog\/?p=31"},"modified":"2015-03-15T19:39:03","modified_gmt":"2015-03-15T23:39:03","slug":"keep-your-promise-and-call-your-customer-back","status":"publish","type":"post","link":"https:\/\/www.communicationcoach.ca\/blog\/keep-your-promise-and-call-your-customer-back\/","title":{"rendered":"Keep Your Promise and Call Your Customer Back!"},"content":{"rendered":"

Below is the actual review I have just submitted to WaySpa.com<\/strong>, not regarding their service but regarding one of the spas they cater to.\u00a0 WaySpa encourages customers to write reviews, and I have obliged.\u00a0 This is the submitted review:<\/p>\n

“This is a split review – My wife and I have been to Summerhill Spa<\/b> a few times before and usually have a pretty good time.\u00a0 I myself really enjoyed the hot stone massages.\u00a0 So my birthday was coming up and my wife surprised me with Way Spa gift certs for $100, and suggested I get a hot stone massage with my favourite therapist (Jessica) at Summerhill.\u00a0 Okay – great idea!<\/i><\/p>\n

I called the spa around 11 am on the 18th.\u00a0 Got answering machine.\u00a0 Left clear, slow, detailed message.\u00a0 They called back just before 5 pm.\u00a0 \ud83d\ude41<\/em>
\n
\nPerson whom I spoke with said I could do hot stone massage with another therapist (not my requested one) on Friday OR they would call me back Fri to book with my favourite therapist for Saturday.\u00a0 I wanted to have the same good treatment so I decided to have it Sat. with Jessica, my fav.
\nGuess what?\u00a0 They never called me back<\/span> (even up to now as I’m writing this on Sat at noon).<\/i><\/p>\n

So obviously I’m not going to get a massage there.
\nWHY?\u00a0 That’s the question.\u00a0 They had an easy sale!\u00a0 They had a returning, satisfied customer (actually 2 of us<\/em>) who wanted to give them money for a 90 min massage, and we always tip well, and all they had to do was call me back Fri afternoon as promised, or even Sat. morning.\u00a0 But NO. <\/b><\/p>\n

Here are some Qs for Summerhill Spa management:
\nHow did that make me feel?
\nHow many other spas are in Toronto that I can choose from?
\nHow do I feel about going back?
\nWhy should I have to feel pressure to call again, when I was promised I would be called to arrange a massage for Saturday?<\/b><\/p>\n

Yes the massage itself is good and Jessica is excellent, but overall I have been left with a bad taste in my mouth over this lack of customer care and response.\u00a0 How hard is it to write a note in the system or on paper to remind yourself to “call back the returning customer to arrange his massage”?
\nThat is money they lost, not just today, but for all the other times my wife and I go somewhere else now.
\nBuyer beware.\u00a0 As it has been noted before – I expected more from a spa in Yorkville.”<\/p>\n","protected":false},"excerpt":{"rendered":"

Below is the actual review I have just submitted to WaySpa.com, not regarding their service but regarding one of the spas they cater to.\u00a0 WaySpa encourages customers to write reviews, and I have obliged.\u00a0 This is the submitted review: “This is a split review – My wife and I have been to Summerhill Spa a […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[536],"tags":[634,633],"class_list":["post-31","post","type-post","status-publish","format-standard","hentry","category-customer-service","tag-online","tag-spa"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack-related-posts":[],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/posts\/31","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/comments?post=31"}],"version-history":[{"count":1,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/posts\/31\/revisions"}],"predecessor-version":[{"id":682,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/posts\/31\/revisions\/682"}],"wp:attachment":[{"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/media?parent=31"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/categories?post=31"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.communicationcoach.ca\/blog\/wp-json\/wp\/v2\/tags?post=31"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}