16718 E Avenue Of The Fountains, Fountain Hills, AZ | Directions 8526833.604785 -111.719612
Neighborhoods: Fountain Hills
After a good experience 2 weeks ago, my second visit was pretty much a disaster. The appointment was not made for the type of massage I wanted, they were running late, I was left on a too hot massage table for too long before the therapist came in, and when she started the massage one-handed, it sounded to me like she was checking her cell phone. She denied it, but I heard the beeps.
When I went to leave, the owner/receptionist was busy chatting with someone at the check-out desk. I stood there with my credit card in hand and was totally ignored - not even eye-contact or 'be with you in a sec.' I have chronic back pain (most people who get a massage have some kind of problem even if it's only stress), which makes standing very painful, so I started to leave. At that point, the owner 'let' me pay and go on my way. I was now in much worse shape than when I arrived - not the outcome I was looking forward to.
When I got home I decided to call and tell them how I felt instead of just leaving a bad review. After listening to me for a while (and I could feel the hostility thru the phone), the owner told me I was rude. This is a huge NO-NO for customer service. You can think it, you can ignore the customer's feelings and advice, but you cannot INSULT the customer. Not even if they were rude. And rude is subjective. The owner was rude to ignore me.
My entire career was in customer service - stewardess, reservations agent, travel agent, travel agency owner, and consultant for small businesses at the Small Business Development Center. I have definite opinions when it comes to customer service. I was horrified!
Massage therapy is an extremely competetive business in the Phoenix metro area. There's practically one on every corner and most of them offer unbelievable specials. You have to be pretty special to build up a returning clientele.
I'm so disappointed as this business is very convenient and now I can never go back. If the owner had not called me rude we may have been able to work this out. That's not possible now. And it's unlikely she will learn anything from this since she has a very bad attitude.
This business has been here for a while but is now under new management. New management needs to get a clue.
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