Hand and Stone Massage and Facial Spa

Customer Feedback on Service Issues

Customers have expressed significant concerns about the service received, highlighting various issues related to customer management and communication.

• There is a noticeable lack of understanding and consistency in customer service from the staff, including receptionists and management.
• Miscommunication regarding payment methods has led to unauthorized charges on customer credit cards despite prior agreements to pay in cash.
• Failure to inform customers about cancellation policies and fees has resulted in confusion and dissatisfaction.
• Unprofessional handling of customer inquiries and complaints, including being hung up on and receiving dismissive responses from management.
• The owner is described as inaccessible, leaving unresolved issues with the lower-level staff.
• Instances of overcharging and unauthorized charges have been reported, leading to disputes and customer dissatisfaction.

Customer Experience and Satisfaction

Feedback suggests a varied customer experience, with some praising their service while others report dissatisfaction.

• Some customers have had positive experiences with specific staff members, such as Lonnie for massages and Jordan for facials, describing their services as excellent.
• Customers who enjoyed their service reported feeling relaxed and rejuvenated and expressed intentions to return.

• Others have experienced poor communication and unprofessional handling of bookings and payments, leading to frustration and a decision not to return.
• Comparatively high pricing has been a point of contention, with customers finding better value and service at alternative establishments.

Recommendations for Improvement

To enhance customer satisfaction and improve service quality, the following steps are suggested:

• Improve communication and training for staff to ensure policies and procedures are clearly communicated to customers.
• Streamline booking and payment processes to prevent unauthorized charges and reduce customer disputes.
• Ensure management is accessible and responsive to customer complaints and feedback.
• Review pricing strategies to ensure competitive and fair pricing for services offered.