Hand and Stone: Massage and Facial Spa (located in Winston-Salem, NC)
What measures does Hand and Stone: Massage and Facial Spa take to provide a personalized and high quality customer experience? Considering these measures, how can Hand and Stone improve the customer experience?
Hand and Stone is a massage and spa that provides one on one sessions for a variety of massage and facial services. Given the one on one nature of customer interactions, I was not able to observe other customer’s interactions. The observations I recorded are based off of my own personal experience, detailing my experience with registration and a massage session itself.
I booked a deep tissue massage using the membership portal on the Hand and Stone website. The appointment booking featured options for personalization, including various types of massage/spa services, gender of therapist, specific therapist (by gender and/or name) and date/time. I appreciated the availability of these options.
When I arrived for the appointment, I was welcomed by the staff at the front desk, who provided me with some paperwork to fill out. This paperwork included waivers and a sheet that asked about any special requests during the massage session (injuries, allergies, etc.). This was beneficial for me in particular, because I had the opportunity to request special attention to a sports injury in my back. The opportunity for this kind of request was beneficial, but it could have been a time-saver to have these forms available in the online portal.
The massage itself was high quality. The room was lit with a calm, low level of ambient lighting, and relaxing music played quietly. The therapist requested if I preferred high or low pressure, and mentioned the back injury I had written in my forms previously. Throughout the massage, she checked verbally to make sure she was doing a good job.
Nothing special took place upon my departure- just a quick and friendly checkout process.
Following the appointment, I received a follow-up email that thanked me for my business and offered a link for an optional review of my experience. The review began with a good/poor option to choose from. When the “good” option is selected, a page appears with blank 5 star rating and comment box which allows the customer to write a public review on the Hand and Stone website. When the “poor” option is selected, the customer is directed to a page where they provide detailed feedback, responding to 10 categories of service and providing a feedback box for specific comment. Although the opportunity for feedback is valuable, I found it clever but unpleasant that the opportunity to make a public post was shown only to those who selected the “good” experience option on their review.
Positive Customer Experience Insights
who is cj?
CJ is a Senior at St. John's University, hailing from Winston-Salem, NC. He studies finance in the Tobin College of Business. Following graduation at St. John's, CJ will be working on Data Analytics in the Internal Audit function at Synchrony Financial.