Hand and Stone

Esthetician was nice, knowledgeable, etcetera. Her right hand fingernails were long and repeatedly scratched my facial skin. Other than that, all was fine.

It was a bit cold

Therapist was late.

Difficulty getting an appointment time.

Costly services long wait to book appointments

Lady who did facial talked the whole time so the experience with that was disappointing. Massage was great!

Upon checking out, my experience with the receptionist was very poor. I had a $100 gift card to use for my service. After the receptionist took my gift card, I heard her whisper to a co-worker “there’s money left over” to which the co-worker said “don’t worry about it”. I was then told I was “all set” without my gift card being returned. Upon receiving my receipt in the car, my service total was only $70 - meaning there was still $30 on my gift card that the receptionist had failed to return to me. I went back into the store, explained the situation, and was told to wait for a manger. The receptionist who checked me out didn’t even look me in the eye once the manager was up front. I am convinced this was on purpose and that the receptionist tried to scam me out of $30. The manager was apologetic and insisted it was an oversight, but I am not convinced.

satisfied is a great rating...highly satisfied leaves no room for continuous improvement and cannot allow complacency.

Some thoughts from therapist about when to follow-up. Also, make sure client knows ti drink lots of water to help detox the body. Should have read the questionnaire that was completed before massage.

Hello. Here are my thoughts: Your prices are too high for 50 minutes. It certainly was a better deal at 59.99 than 69.99 and your clients stayed with you during the pandemic. Not cool. Maybe charge higher rate to new people. I have a number of credits and can not put membership on hold for a few months without a medical reason. Really not fair, I have paid in advance so why can I pause it. The sessions I have paid for have cost you nothing. Your rewards program is a joke. I get 100 point for a massage that cost $70 and your reward program gives the equivalent of $0.10. Yep thats right a dime! What is the point? What kind of reward is that $.10/$69.99 = 0.001428. Just drop the program, it's an insult! Last but not least..... $5 gift for the survey? While this provides you with suggestions for your business and most people will not even fill it out for $5. Seem like a cheap commitment to improving customer satisfaction. Best Regards Bill