can we not be perfect? Normally I love working at my spa: really nice customers leaving really happy. Well, not today.
Today, we apparently told two different couples that they could have the Duet Suite at 1pm. Apparently, it was both couples' wedding anniversary. And apparently, we could accommodate NEITHER couple in the Duet Suite. YIKES.
I was really sweating it the whole time they were in there, trying to think of what I was going to do. The therapists warned me ahead of time that they were really pissed, so I knew I had to do something good to get back into both couples' good graces. So, to the first couple, who were REALLY MAD, I took $95 off their services (about 50%). To the second couple, who were not quite as mad, but still annoyed, I took $100 off their total bill (about 25%). Both couples seemed pacified, but then I was just so upset and disappointed about the whole thing. Firstly, because had it happened to me, I would have been just as upset. Secondly, because the front desk staff are veterans now...they should know to indicate the services as Duet or not. And thirdly, because I am out almost $200 in revenue! OUCH.
Goodwill is so important to keep, especially in the day and age of the Internet. When people get pissed off with you, they go on YELP.COM and tell the world and then you have a bad reputation and then the world goes to you-know-where in you-know-what. Well, maybe not quite that bad, but you get the gist. Hope we don't make these mistakes again (please, please, PLEASE).