At the spa we are already booking services for the Christmas season and slots are filling up fast. But not everybody seems to understand this for some reason. Take, for example, the lady I just spoke with...
me: Hi, this is <me> calling from the <spa> spa. I am returning the message you left earlier this morning. How may I assist you?
lady: Hi, yes. I wanted to book services for the girls in the office for December 22 in the late afternoon.
me: Okay, how many of you would there be and what services are you looking for?
lady: Five of us are coming in and we want five 30 minute massages, and then four of us want pedicures and one wants a manicure.
me (after looking at the schedule for that date): On that day we only have four massage therapists on all day, and there is not currently enough afternoon availability to get all those pedicures and manicures in. Was there another day you would be interested in?
lady: What do you mean? When I called on Friday I was told there was enough availability for at least the manicures and pedicure at the same time!
me: I do apologize, but that was almost a week ago that you called and those slots have since been filled.
lady: Well, what am I supposed to do now? What day do you have available to fit all of us in then?
me: We can do it the morning of December 23 starting at 9am.
lady: That's just not going to work! We need this all done by the evening of December 22nd for our staff Christmas party. You need to get us in!
me (after looking at the previous days of that same week): I do apologize, but that week does tend to fill up quickly and I am not seeing availability to get you all in at the same time.
lady: I guess I'll just have to look somewhere else then. What do you say to that?
me: I fully understand your frustration, ma'am, but we simply are not able to accommodate you on the date that you want.
lady: You can move people around to get us in!
me: No, sorry, I cannot and will not do that. They booked in when the slots were still available and unless they cancel we will not move them.
lady: Fine! You've just ruined our Christmas!
me: Sorry to hear that. Have a nice day <click>
I don't *need* to get anybody in, and I certainly don't give a rat's ass if you take your business elsewhere. One thing in the spa business is that for every one person who says they're going somewhere else, we've got at least five new people trying to book in. And I am not about to move a guest who had the intelligence to book an available appointment as soon as they could jump on it. Nor are we going to hold time slots for tentative appointments for longer than the end of that business day. If you'd had us block those slots off on Friday and didn't bother getting to us until today to actually book them, well, they would have already been un-blocked no later than Saturday morning. Sucks to be that 'lady'.
me: Hi, this is <me> calling from the <spa> spa. I am returning the message you left earlier this morning. How may I assist you?
lady: Hi, yes. I wanted to book services for the girls in the office for December 22 in the late afternoon.
me: Okay, how many of you would there be and what services are you looking for?
lady: Five of us are coming in and we want five 30 minute massages, and then four of us want pedicures and one wants a manicure.
me (after looking at the schedule for that date): On that day we only have four massage therapists on all day, and there is not currently enough afternoon availability to get all those pedicures and manicures in. Was there another day you would be interested in?
lady: What do you mean? When I called on Friday I was told there was enough availability for at least the manicures and pedicure at the same time!
me: I do apologize, but that was almost a week ago that you called and those slots have since been filled.
lady: Well, what am I supposed to do now? What day do you have available to fit all of us in then?
me: We can do it the morning of December 23 starting at 9am.
lady: That's just not going to work! We need this all done by the evening of December 22nd for our staff Christmas party. You need to get us in!
me (after looking at the previous days of that same week): I do apologize, but that week does tend to fill up quickly and I am not seeing availability to get you all in at the same time.
lady: I guess I'll just have to look somewhere else then. What do you say to that?
me: I fully understand your frustration, ma'am, but we simply are not able to accommodate you on the date that you want.
lady: You can move people around to get us in!
me: No, sorry, I cannot and will not do that. They booked in when the slots were still available and unless they cancel we will not move them.
lady: Fine! You've just ruined our Christmas!
me: Sorry to hear that. Have a nice day <click>
I don't *need* to get anybody in, and I certainly don't give a rat's ass if you take your business elsewhere. One thing in the spa business is that for every one person who says they're going somewhere else, we've got at least five new people trying to book in. And I am not about to move a guest who had the intelligence to book an available appointment as soon as they could jump on it. Nor are we going to hold time slots for tentative appointments for longer than the end of that business day. If you'd had us block those slots off on Friday and didn't bother getting to us until today to actually book them, well, they would have already been un-blocked no later than Saturday morning. Sucks to be that 'lady'.
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