A little customer service goes a long way

I have been getting my nails done at the California Nails and Day Spa (Robinsons Galleria branch) for a few years now and I have always been happy with their services. They do my nails well. I have tried getting mani/pedis, footspa, foot massage, and back massage there and so far, I have no complaints.

There was one time a few months ago when I walked in on a Sunday afternoon. I only had an hour to spare before I had to go to church, so when I was told that I had to wait for around 50 minutes, I said it was okay, that I was in a hurry, and I’ll just come back next time. I couldn’t ignore my unsightly toenails so I tried a different nail salon — Luxe Nail Lounge located at the basement of Robinson Galleria.The treatment was good; nothing fantastic, though. And so I said to myself I would remain to be a loyal client of California Nails and Day Spa.

California Nails and Day Spa went as far as texting me a few weeks later to follow up when I’d be coming back. I thought, wow, this nail salon really goes the extra mile. I joyfully answered the text message that I would be back soon, that I had to get my nails done somewhere else a few weeks before but I still preferred their salon. All was well until the texter replied: Okay po, pwede po malaman name niyo? (In English: Okay, but may I get your name, please?) Quite funny that they had my number but not name. Strike One.

True to my word, the next time I had to get my nails done, I went straight to California Nails and Day Spa. I remember that that was a weekday and I had had a long, tiring day and was eager to have my feet pampered. I went to the salon a little before 7:00 P.M. Was not expecting to be served immediately, of course, but was expecting to be served that evening.

Me: Hi, papedicure ako (In English: I would like to get a pedicure)
Receptionist: Ma’am, puno po. Wala na pong gagawa sa inyo. (I’m sorry but the place is full, no one will be able to serve you at this time)
Me: It’s okay. I can wait and just come back. Just let me know what time I can be accommodated.
Receptionist consulting another receptionist: Naku, Ma’am. Kasi 9 kami magco-close. [Remember that I came in before 7 and they had at least 5 manicurists there]
Me: So hind niyo na ako ma-aaccommodate? (So, does that mean you can’t accommodate me anymore?)
Receptionist: Ma’am, yung mga nandito kasi nagpa-appointment sila. (Translation: The ones who are having their nails done made appointments, they did not walk in {like me}) [I cannot believe the receptionist took a tone with me as if teaching me the proper thing to do as a customer]
Me: Okay. (and I walk out)
Strike 2

I have to explain why I was upset. First, I distinctly remember that I came in at past 8:00 in the past (in 2008) and they were still able to accommodate me. Yes, the salon posted the ‘closed’ sign at 9:00 but while the manicurist (my favorite manicurist) was finishing up, the others tidied up. They don’t really close shop at 9:00 and I knew that from experience. So, I went to Luxe Nail Salon again that evening. By the time I was able to get to Luxe, it was already past 7:00. The salon was also full but I was asked if I was willing to wait. I said yes and that I’d grab a quick bite and be back at 8:00. When I came back, my feet were pampered (better than the first time) and we finished well after the 9:00 PM closing time. No receptionist made me feel bad about not making an appointment earlier or coming in at the hour that I did. And I’ll bet if I leave my name and number, they’d know who they were texting.

I also have to mention that there is a strike 3 but I ignored it before since I didn’t really get affected but I might as well share it, because I know that some people would mind. I came into the salon middle of last year and I was wearing an empire-cut top. The lady receptionist at California Nail and Day Spa as I was paying for a service, asked me if I was pregnant. Good thing I was in a good mood but hello, did no one ever tell her never to assume someone is pregnant? I think though that she might have asked because she was with child. Last time I saw her (also the last time I set foot in the nail salon), she was just about ready to pop.

Needless to say, it is unlikely that I’ll go back there. It’s too bad because the services are excellent. The good news is Luxe Nail Lounge has a new customer in me.

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My Mom, sister, and I flew to Boracay last Friday. We were booked to fly to Boracay via Sea Air, which meant we board the plane at the Manila Dometic Airport. Have you seen the Manila Domestic Airport lately? It’s still an old building but it is much cleaner than it used to be! The restrooms were very clean, stocked with toilet paper, and has automatic flush! My Mom said it’s much, much better than the NAIA. She told the restroom attendants, who asked her to put her comments in writing. You know what that got us? A stay at the VIP Lounge! My Mom was so happy she wrote another email to the General Manager. That’s what a little customer service can do. Bravo, Manila Domestic Airport!