Many years ago, when I was working in a London office, I was talking to my boss about complaints being made about the Department. He told me a complaint was a gift, as if you were doing anything wrong, it gave you chance to put it right and if you weren’t you got to explain your actions. I have always remembered this.
At the beginning of the year, I went to a Spa and had a fancy treatment, and it was the most I have ever paid for a treatment. When I left, I was totally underwhelmed. I hadn’t enjoyed it, the girl who did it was a woman of almost no words or explanation. My husband told me to go to Reception and give them feedback, so I did. I didn’t say I wanted to complain, I just said I hadn’t enjoyed it and the reasons why and the Receptionist said she would get the Manager to contact me.
The next day, we checked out, but the Manager did contact me the following day, advising that they take all feedback seriously. She would be arranging a trade test with the Therapist who carried out my treatment to ensure their standards were being consistently met.
She advised she would very much like to offer me the opportunity to revisit for your treatment. I advised that it was too far to return but I would be visiting later in the year and I have just visited and had the treatment. It was honestly wonderful the best treatment I have had in a while and the therapist was amazing
This made my think of my old boss, as I will certainly return for this treatment again. The business has had chance to check out if an employee is meeting standards, I would have said not, and I have left happy, willing to book the treatment again.
It is a win for both of us.
