A month or so ago I posted on TJA looking for BigDogg because I had not heard from him in a while and I was worried about him because he is in a dangerous line of work. I consider Bigdogg a friend, in fact he gave me some very sound business advice that drew upon his experience and I was/am most appreciative.
So, I take Bigdogg's feedback seriously.
His comments that there is sometimes nobody in reception is something I have suspected for a while. When I discovered his comments today it gave me the hard proof I needed to solve this problem. Thanks Bigdogg.
Next point: NOBODOY, I repeat, NOBODY is more important to us than regular customers. Occaisionaly I, or Josefina get e-mail, face-to-face feedback or phone calls from regular customers about a problem they have had. NOTHING get's our attention faster and more completely than an unhappy or concerned, regular customer. If you are a regular customer and you feel like you should receive a free massage because of any kind of problem whatsoever, just ask and you will have it. It's more than worth it to us to give away a free massage to A. keep a regular customer happy and B. to get information on how we can improve our service for others.
The spa want's to make money and so do the therapists. We earn money only when we are providing services to our customers. We have no incentive to deny, delay or otherwise mistreat our customers - it is not something we ever intentionally do. When you see therapists sitting in the restaurant and the receptionist tells you they are unavailable, they are just that - unavailable. If you have ever worked in a retail business you know that customers tend to show up in groups - busy, busy, busy, not so busy any more. Trust me the therapists want to work and the commission and tips they receive are very importent to them. If they are on a break, usually they will cut it short and serve the customer. If however they have been working (and it is hard work) for three hours straight and they have not eaten lunch, I dont think it's fair to become angry with them for wanting to have a break and a good meal. The therapists may also be waiting for a customer to finish their shower or for, as happens frequently, a customer who is a few minutes late for an appointment.
As far as BestMexicanDentists.com is concerned here is my viewpoint; we saw a need to provide quality referrals from the more than 3000 dentists in Tijuana. I hired a guy to find ten great dentists for us to recommend. He checked their facilities, their credentials and spoke with at least five of their patients to be sure they are satisfied.
Whenever we refer a patient we also check back with them after their treatment to be sure everything worked out as well as they had hoped. Usually the answer is "yes" but when it is "no", as happens once in a while, we follow up with both dentist and patient. This of course helps us provide a valuable service.
Do we make money on this? Sure we do, a 15% commission. Believe me it's a lot of work for the money, but we are doing very well with this service. Again the proof is in the large number of happy cusomers we have accumulated.
Thanks again to all of our loyal, regular, spa customers. Because of your support we had our best month ever in July.
Putting my money where my mouth is, anybody reading this in August 2006, send me an e-mail:
[email protected] and I will show my appreciation for your business with a free 45 minute therapeutic massage - excluding Friday or Saturday after 2:00 PM.
Best Regards.
Silexdawg AKA Michael