Service Quality Determined by Client’s Opinions

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November 26, 2010
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January 7, 2011

Service Quality Determined by Client’s Opinions

Medical spa service quality is determined by what its client’s feel about it.

This past weekend I went to a day spa for a relaxing massage. Though the location I went to was boasted as one of the most inexpensive and worthwhile for a working person, I soon understood why.

Upon entering the spa, everything seemed soothing and relaxed from the front desk receptionist to the plush couches and cushioned floor mats. I immediately kicked back and started reading a current magazine that was left out for those in waiting.

When my name was called 10 minutes early (leaving me plenty of time to change and relax for the massage) I was a bit shocked. Most places that I was used to would wait to start you right on the minute, whereas this spa was starting my massage early and expecting to still go to the end of my alloted hour.

As my massage began, I was again shocked by the quality of my masseuse. I personally like deep tissue massages and can rarely find someone (especially a female) who can, without struggle, offer the amount of pressure I ask for. This masseuse was perfect. Along with everything else thus far, I had actively decided to make this spa my new home.

Then it happened. 10 minutes into my massage a jackhammer started going off outside. The masseuse apologized for the ruckus and non-stop construction, but my entire experience made a turn for the worse within about 15 minutes of jackhammering and sawing outside of the office.

Unfortunately construction is a regular on Ventura Blvd. and they seem to get the worst of it. While this was an all around amazing experience, it was simple to see how one error could completely turn around someones entire personal experience.

This instance made me began thinking about businesses in general. By offering the highest quality and services performed by the best, you can ensure the start of a good practice. BUT if attempting to cut corners in a business (i.e.-  a less expensive location with constant construction vs. a more expensive location boasting the same quality that your inner office portrays) you must prepare for a percentage of lost clients.

There will always be things in life that should be done better or in a more efficient manner, but retaining consistent quality in a business is the best way to ensure constant clients and top notch referrals. The small things will always be the make or break of a client’s experience and at USHR Medical Spa, we aim to ensure the best experience for every client who walks through our doors.

We appreciate all of our clients here at USHR Medical Spa and hope that you all have a safe and fun holiday season!

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