Mandarin Toes
A really close old-time pal decided to treat me to a pedicure as part of her package @ Strip, Wheelock place.
Enjoyed the foot massage, treatment and very happy with the happy mandarin colour I picked in anticipation of CNY.
What was unpleasant was the inflexibility of the branch supervisor and the lack of alignment between the branches.
1. My friend had called up earlier to extend her package. Upon payment time, the package was still frozen.
2. When she requested for paying for my pedi via her package, they said that their policy only allowed for family members to ride on the package. The thing is, my friend has treated me to a pedicure @ the Holland Village branch. But the branch supervisor @ Wheelock insisted that the policy had not changed and they did not have earlier records. In the end, my friend had to pay extra out of the package for my pedi. Some form of customer recovery like free nail art for my friend the next time she visits may be a good move, but none of that.
Overall, I felt that the branch supervisor did a good job of asserting her stand, explained well and retained composure. However, I’m surprised @ the lack of flexibility in dealing with the situation and the lack of alignment between the branches.
1. If they had made an exception, they would have two very happy people instead of 2 digitally-active consumers who will definitely talk about the negative experience online. I expected more flexibility a) in the service industry and 2) in such an economic climate.
2. It’s obvious the two branches operate under different rules and policies and the poor alignment left an unpleasant aftertaste in customers who cross-visit. Come on, it’s a global and integrated world now.
Key Takeaways for me (It is a good reminder to me too… as I work in an agency, serving clients)
1. Knowing when to exhibit flexibility
2. Aligning same practices and ensuring same quality is delivered across all different units serving the same client
This will keep customers happy and increase faith + trust in the brand. I think after my friend has used up the remaining in her package, I doubt she will be renewing it, Holland V or Wheelock.
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