Customer Service at SRM

[Justinbieberfan]

Bottom line is I had to wait over over 35+ minutes for my appointment that did not happen ...

Highlights of the evening:

Made the appointment almost 5 hours earlier.
Drove 40 minutes to get there.
Arrived 10 minutes early
Was told by reception that she was running 15 minutes late
I decided to sit in the waiting room, the TV was off.
Receptionist did not offer me the remote or bottled water.
Receptionist takes off to have a smoke and personal phone call.
Walkin has to be attended to by off duty MPA who has no clue.
Receptionist comes back 5 minutes later to help the walkin that has been waiting at the desk.
Off duty MPA blabbers away on cell in waiting room.
The 15 minute late mark has now past.
Other receptionist arrives and off duty MPA leaves.
Off duty MPA returns when she realizes she left her purse.
Other receptionist turns TV on, no remote?, and offers bottled water.
First receptionist leaves and tell other receptionist that I am waiting for MPA.

The 22 minute mark past the 15 minute mark ... 37 minutes late !!!

I get up and ask the other receptionist what is taking so long, she does a good job but her comments were transparent. I did ask if Anita or Joy were around but she was not sure and would go to the back to check. She also told me that this was common around here with that MPA (WTF). She also told me that both the receptionists had informed the MPA that she was running late.

At the 40 minute mark past my appointment time I decided to leave.

The drive home was 35 minutes, for a total of 155 minutes wasted and don't forget the cost of gas.

I have waited before at SRM for a maximum of 20 minutes on occasion but never this long and the MPA still did not come out of the room.

Yeah I know they will PM me ... Micron or Joy ... yeah blah blah blah ... defenders ... blah blah blah ... yadda yadda yadda ...

Here is a quote that I find useful:

http://www.massageplanet.net.ca/vbulletin/showthread.php?t=81966



You are not kidding when you say way over !!!

All I am going to say is that there were some serious problems in regards to customer service that need to be addressed.

VBB

 

[Little One]

happens to us all believe me...I've had a similar scenario @SRM

 

[rae rae shorty]

Who you be kind enough to let us know the MPA your appt was scheduled with?????????

 

[kirst is back!!]

Hey i'm not going to name names, maybe vbb and I had the same mpa but regardless my question is, VBB why didn't you just take a short trip down to Allure since you drove out so far? That's what I would have done, if one spa can't service me than I'll goto another that's close by.

 

[The Mad Russian (????)]

Happens to all of us at one point or another Darth. You'll get over it..

 

[Kelle]

A few MPA's at SRM are well known for going way over time. The last time I was there I waited 1 hour past my appointment. One reason was that the guy bfore me was late for his appointment and booked 45 min. If someone has a 45 min. app. and is late they should only get 30 min. or less. Joy waived my door fee and I had a great time anyway.

 

[gultin]

I have been through this a few times before, I just don't believe in waiting more than 20 minutes and I waited twice as long this time. Yeah I have waited longer, who hasn't at one point or another, but that night it wasn't worth it even though the MPA was.

Yes, I have been given a free door fee and the MPA has given me a free BS along with extended time many times for just waiting. Some people wait just so that they get the freebie and I don't blame them.

The point is that none of us should wait an extended period of time well beyond our scheduled appointment. It is called customer service.

Like I said above between the "blah's" ... "defenders" ...

BTW ... I did call Allure and the earliest appt was a 90 minutes wait, so I did go to another MPA but still a little out of my way.

VBB

PS. that reminds me that I have some unfinished business.

 

[Quaker O]

Never had a problem with SRM

Had this problem at many other MPs

 

[Pompal 09.]

I agree with you to a certain extent they are definately one of the best.
Allure is the only place i know where the keep a certain amount of buffer time for in between the sessions so you can never encounter an issue like this.(Well almost always).
Srm has definately improved too, I remember wating for my favourite there many times (She always tends to go over time).

 

[Naner]

Whats the unfinished business? Wheres your new gems?

 

[CubanCutie]

I had number of same incidents so I stoped making apointment and if someone I want to see is not available at the time I get there just go with another girl or leave. I have waiting at any MP waiting room. The longest time I waited lately has been 5 minutes. There are too many things to do and I don't have time to wait for something I'm paying for.

 

[lindsay b]

VBB,

I feel for ya. We all have our limits. I think the 20 mins. waiting time you were willing to put up with, is reasonable on your part. And you ended up waiting twice as long as that.

The thing is, we enjoy it when our sessions go into overtime but dislike it when we have to wait. This may be an unpopular viewpoint, but if the owners/managers would remind the ladies to try to stick to the allotted times as much as possible, it would work out best for everyone involved. We, hobbyists, would then not expect to go overtime. At the same time, we would not have to wait as long.

I know some mps allow for some buffer time and for the most part, they do work.

VBB, hope you go back to see the same mpa @SRM once you've cooled down.

 

[Jem]

SRM's customer service is second to none.

I know that Dr. J &/or Micron will make things right.

They always do. Thats why we enjoy visiting as often as we can!

Al Cohol

PS If not, I'll buy you a beer.

 

[Pompal 09.]

VBB,

You should have told the receptionist you were a massageplanet.net member, and if you keep me waiting like this I'll have no choice but to bash your spa on massageplanet.net when I get home.

 

[Aristotle]

hey buddy if i were you i would never step foot in there again...thats is very disrespectful i think

 

[Pompal 09.]

- The response of: " it happens to all of us sooner or later", is crap. Being late, and especially way late, is bad business practice in any kind of business. If a place of business offers appointments, they are expected to honour them within reason. Work out the logistics from within, so as to keep running ontime. That's what the reservation is all about .
- As per a comment of signifigance in a Seinfeld episode to a car rental company: " You know how to take the reservation, but you don't know how to keep the reservation. Isn't that the most important part of the reservation ? "
- Enough said .

 

[moi]

The same thing happened to me at HFH a couple of times, not as long a wait but easily 30 min each time, I stayed the first time and left the second time...haven't been back since.

 

[Come to chat!]

Hmmmm..........how can this problem be solved?


DON'T DOUBLE/OVERBOOK!

 

[Tiffany Jade]

Appointments?

At Massage Parlours? HA!

Shit my Doctor, dentist, lawyer, telephone guy, cable guy, -ME can't even keep appointments.

The last guy is late, goes over time. If you fail to accomodate him, HE bashes ya. If you do, the next guy does.

My solution?

I don't make them. My visits to MP's are like Bits and Bites.

Every handful is a whoooooole new ballgame!

 

[seven]

It can't be solved.It's just the nature of the business. How many times do you get there and go right in at 9:00? (assuming your appt is at 9). It very rarely happens.

It's like going to the doctors office. You go there assuming you're going to have to wait 10-30 minutes extra because he/she is running behind. Guys will often be a few minutes late, MPA's will often need a few minutes to freshen up, grab something quick to eat, have a smoke, etc.

If you find yourself waiting, I wouldn't sweat it. Just go outside for a cigarette, turn the channel on the tv till you find something interesting, or pretend to fall asleep on the couch so you can listen to other peoples conversations.