The Day the Nail Tech Performed a 90 Minute Massage

One of the funniest stories in our spa happened many years ago on a Saturday morning.  We were completely booked, 5 treatment rooms, 4 nail techs, and 1 hairstylist.  One of the massage therapists was not showing up for the 9:00 appointment and the client was there and she was a brand new client.  We escorted the client into the room and let her get ready for her massage. 

Then panic set in.  The very late massage therapist was not answering her phone (too much Friday night partying).  Who was going to do the massage?  Everyone was booked except one nail tech had just received a cancellation–Chong, a warm, friendly, & very funny Korean stepped up to the plate.  She flung her hands to the ceiling and stated, “Once they have a massage with Chong, there is no going back”.  I waffled between my desire to please the client or to disappoint the client…my warped rationalization said, well if she doesn’t like the massage, we can always refund her money.  Then, Chong do you know it is 90 minutes?  Do you know what to do?  Chong, ever the funny girl, replied, “Not to worry…I massage in Korea”.

90 minutes sweat-ed by tick, tock….my pedicure was taking forever…as I wondered how the massage was going.  Finally Chong came out of the room,  she washed her hands, and then with a brillant smile exclaimed, “She loves me, she’s re-booking next Saturday”. 

The brand new client finally came out of the room and confirmed with the front desk, that indeed, she had loved her 90 minute massage and would be booking one every week with Chong.  The new client thought the best part of the massage was when Chong stood on the table….I said…WHAT?

Good, Bad, and the Ugly Spa Experience

When a client walks in the door to experience the spa, what do you think you are offering as the service?  Do you think, build a spa and they will come?  Do you think, create a monument and they will visit?  or Do you  think, let me create the best anti-aging treatments in the world and they will flock to the spa?  Do you think, we have the most known spa name in the business, we can be okay and still make a profit?  Or are you hitting on the low part of the industry setting yourself up as a spa, but you are really a McDonald’s in disguise.  Yes, McDonald’s could get away serving food that was not really edible for a long time, but will you be able to continue giving okay “spa” massages at a discount without the experience?

As we are startng to see, everyone will not come.  As our spa industry grows, so does the education of spa goers.  They know great spa experiences, they know great services, and they know when it is not so great.  You see, it is one thing to think you can sneak past an okay massage therapist in a 4 star spa, and you might get away with it for now, but very soon, just like a 4 star restaurant with demanding clients, spa goers will be demanding high standards.  It with much pleasure that I applaud spa critics.  You deserve to have a great spa experience, and not only should it be good, it should be great.