So I booked my appointment, I was about 8 months pregnant at the time and giddy at the thought of having some quiet time to relax and be pampered before Emma was born.
When I left after my massage and pedicure I was pretty bummed out because it was an awful experience. It was jam packed with people and everything felt so rushed. The lady who did my massage felt like she was “going through the motions” and the lady who did my pedicure talked my ear off so much that by the time I left I felt more stressed than when I arrived. I wasn’t impressed at all and left wondering if should or should not say something. One thing was for sure, I didn’t want to go back.
If you look on their face book page, it is filled with hundreds of satisfied customers saying their time at Becoming Mom was “amazing” and “one of a kind”. Last week, they asked their Facebook fans what services they had last year and I decided to finally speak up about my bad experience. Within an hour, the owner of Becoming Mom personally called me to apologize and asked me to come back in and have those same services again to make it up to me. I wanted to give them a second chance so I accepted and scheduled my appointment.
The second time around, I was pleasantly surprised and it was a very different experience. It was not over busy and everyone was kind and took the time to make sure I was comfortable…and happy. I had Jackie for my pedicure and she was a delight, I would absolutely ask for her again. I had Becky for my massage and she was so tuned in to what I needed – it was amazing and felt great. They both took their time and made sure everything was perfect. I would have liked to see heated blankets on the massage tables but honestly everything else was great, I can’t complain.
So, the lesson learned is to speak up if you’ve had a bad experience – and if they really care about their customers they WILL make it right. As far as I’m concerned, Becoming Mom has so many satisfied customers they really didn’t have to do anything about the one that was unhappy…but they did. Becoming Mom wants ALL their customers happy, not just MOST of them. That speaks volumes to me about their exceptional customer service and not only will I go back given the chance but I will also recommend them.
Do you speak up when you’ve had a bad experience? Have you had a business make it right for you?
Who else loves Becoming Mom Spa?
{ 1 comment… read it below or add one }
I always speak up and it drives Scott and Jennie crazy. I worked in Customer Service type roles for years and they should make it right. Also, we hardly ever go out and so many times lately when we finally do the food is always less than par. So dissappointing when you rarely get to treat yourself! Way to go Kim!