Sticky Situation: A Sick Therapist
In this new weekly column, we present real-life day spa disaster scenarios, and reveal how pros dealt with each crisis.
The Situation: “One time we found out that one of our therapist had a cold while providing a treatment, and it made for an unpleasant experience for the guest,” says Cici Coffee, owner of Natural Body Spas, with multiple locations in and around Atlanta.
The Solution: “We always do our best to ensure the client leaves happy,” shares Coffee. “So in situations such as this, we try to provide a quick solution. There are different levels of ‘repayment’ that our staff is empowered to offer. If an employee is not able to provide a full refund, we make sure they take ownership of the situation by saying something to the effect of ‘I would like to ask my manager to try to offer a solution. If she calls you back by tomorrow, would that be acceptable?’ This ensures the client leaves satisfied.”
What would you have done? Please sound off below in the comment field. Have you had a similar experience? Got a sticky situation to share? Email your spa horror story to firstname.lastname@example.org!