It has been my experience, in life and in business, that we generally receive the most feedback about service when things have gone wrong. Therefore I wanted to write to you so that I could express my appreciation of your wonderful day spa and staff.
I have been a regular customer for only about 9 months. People had told me it was a little expensive so I was slightly reluctant to visit for a while. However, after my first appointment, I could safely say that any price difference between Cocos and other establishments was well and truly justified by excellent service, highly skilled staff, and an ambience that transforms a simple haircut into a luxury pampering!
I am fairly sociable and outgoing, but one of the things I have found intensely irritating over the years when going to the hairdresser has been the tendency towards facile and limited questions about whether I was "going out tonight" or "if I did anything exciting over the weekend" !!! Without exception, at Cocos, the people taking care of me have avoided cliches and engaged me in far more intelligent and creative conversation, whilst also being sensitive to my mood and allowing me to have quiet time if I wish. This, for me, is a key differentiator for your business.
Over the past couple of months, I have pretty much adopted Stacey as my preferred stylist, however, I have also had my hair cut by Grace, Tai and Jess. In the spa, I have been treated by Ebony, Jess and a couple of other team members whose names I'm afraid I cannot recall. Again without exception, the service has been superb and provided by people with high levels of professionalism and lovely, individual personalities. I can say with confidence, that I am happy for any member of the team to take care of me when I visit, again, another key strength of your business.
Having worked in, and with a number of service industries as an employee and consultant, I have learned that the truest test of a business' service ethic is its ability to recover when things do go wrong. I have had two minor problems over the last few months, and, on both occasions, those issues have been resolved promptly, courteously and free of charge. This has been an important factor in my continued custom.