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The Client is ALWAYS the Client!

I'd like to comment on an experience that happened to me last night. This is not a massage related story, yet the gist of it can certainly be applied to our business.

Last night my girlfriend Angela and I went to our local pub, Putter's Bar & Grill for a couple of beers to relax with our friends. We've been coming to this location for eight (8) years now, so we're pretty familiar with everyone, and employee's and customers are pretty familiar with us. To make a long story shorter, I'll get straight to the point:

Mandee the bartender, whom I've know the entire eight years, called me to the end of the bar, wanted to discuss something with me. In this private discussion she accused me of 'walking out' on my bar bill over a week ago, and asked me to pay it when we were through for the night. I found this a little strange, as I'll get to the details in a moment, but I agreed to pay and Mandee and I were all good. She's a friend of mine, love her to death. I then proceeded to go back to visiting with my friends.

After about an hour my friends decided to shoot some pool and I began to mull over this bar tab. I called Mandee over and asked her some questions in regards to this. I asked her, "Why wasn't I presented a bill on the day I was accused of walking out?" I also mentioned to her that just this past Wednesday evening Angela and I were in, and I wasn't presented a bill then, either. Please understand that this 'getting charged for drinks' is a bit confusing here in Las Vegas. If one is gambling, one is usually not charged for drinks. There's a lot too this, but I think you get the drift.

To my questions, Mandee replied that they were busy, thus no tab presented right when I left, and to the Wednesday night no-charge, Kimmy was working, and is the new manager, so that's up to her. To this I commented that I was a bit confused then, due to the fact that I'd really like to know what they policy is, especially for me. I also told her I found it silly to attempt to back-charge me from 8 days ago, when I was just in 3 days ago, got free drinks, and was never presented these walk out charges at that time, by the new manager!

Of course my mention of their new manager gave Mandee an 'out,' so she said I'd need to take this issue up with Kimmy, the new manager. Good point, but of course I wasn't going to let this go that easily, so I commented, "That's fine, Mandee, then if I need to address this with Kim, why are you the one mentioning this in the first place??"

Well, this is when she got pissed off, and now it gets to the moral of this post ;) Mandee again mentioned that I needed to take this up with Kim, yet adding a few comments here and there. (Bad idea.)

Let me break away from the story for just a moment to tell you a bit about myself. First, I've quite a sharp tongue, so a 'tit-for-tat' with me is probably not a good idea. I'm not going to back down, either. So, with that said...

The discussion quickly turned into an arguement, then a shouting match. There were probably a dozen people in the bar who were as stunned as I was that this was even occuring. I'll save you the details of this, but here's the point of this post:

1) Many say that the customer is always right. I disagree with this, yet my motto is (privately to myself of course,) "The customer isn't always right, but is ALWAYS the customer."

2) Never, EVER, get into an arguement with a client or customer in front of other clients or customers, regardless of who's right or wrong.

3) Never, EVER, accuse or put down or make look bad a client or customer, ESPECIALLY in front of other clients and customers.

There are many other items to be addressed here, but those listed above are the point of this post.

So, what now? Well, of course we won't be going back there anymore. There are several other local pubs very close, and we'll present them our business. The short term effects on their business? Eh, it's debatable. Let's discuss the long term effects on their business...

First, Angela and I spend hundreds of dollar per week in the establishment. Yes we have money, and yes we love to gamble. So, let's say we spend (a conservative estimate) $200.00 per week there. Multiply that by 48 weeks, allowing for time out of town, etc., etc. That's a loss of $9,600.00 annually. Now that I look at that number and compare it with my loss statement from last year, that number is very, very low. We spend a great deal more than that on an annual basis. Yet, it's their loss, regardless the number.

Second, we won't be bringing anyone else in there. Just last week we brought a couple massage CE providers in there who were visiting from out of town and quickly dropped a couple hundred bucks. Well, not anymore.

Third, since we know the majority of current customers who visit this bar, and we like to get together, well, guess what? Now, we'll be meeting at another location. Sure, they will still visit, yet not as much. Once again, another couple hundred bucks lost per week.

Fourth, if I wanted to be a real jerk, I'd go on Yelp or Yahoo! Local Listings or Google Maps and write horrible reviews; thus keeping future clients away. (I won't do this, but many people do.)

I think that's enough and I'm sure you get the point. Let me ask you...just to prove you are right, are you going to lose a clients business? Current and future business?

How does this apply to your massage business?

First, don't ever get into an arguement with a client in front of other clients. This may sound like comment sense, yet I've seen it occur many times in day spas and such. A client is paying for their massage, begins to complain about something, and the receptionist or therapist or whoever gets into a pissing match with them while other clients are in the waiting room. Bad news....

For those work work on there own, beware of this: You've just greeted a client and are preparing for the massage. Another client calls you on the phone, and you get into it with that client while the other one is just standing there, starring at you. Not good.

My advice is that if something comes up and we know it's going to take just a moment to deal with, always take them to a private area. Sure, we've all had those who just want to make a scene, and that's fine, just ask them to leave. Don't bother getting into it with them. In the situation mentioned above, all Mandee had to do was bring me aside, once again, and say, "Look Kris, let's address this with Kim." That's all that was needed. Yet, she needed to prove her point, in public. Bad idea, as I've already mentioned, that I'm certainly not going to back down. Why keep giving me ammo?? What's even worse, and although this (hopefully) doesn't apply to the massage industry, was the fact that I was impared. I certainly wasn't drunk, and even though I'm 6'1" and weigh 210 lbs., a couple of beers is all it takes to become impared. Why would you even go there? Getting into an argument with a customer who's been drinking?!?!?

A common question asked is, "Ok, I take them to a private area and have a discussion. Are you telling me to back down, or always back down?" No. Stand up for yourself in a professional manner. If you have rules or guidelines that must be followed, stick to your guns. Here's the point though...

Be prepared for the consequences of your actions. If you don't want this client, they are not worth your time and trouble, by all means let them go. Questions that need to be asked in your own mind, very quickly to yourself, are, "Is this client worth it?" "Is the issue at hand really worth me proving that I'm right?" "Is this client referring me other clients, or more of a mooch, only visiting when I'm running a special, and is always complaining?"

Most people, when addressed in a professional manner, will behave in a civil manner themselves. Just keep in mind though, if you do decide to poke someone in front of other clients, one of these days you're going to run into someone like me, if you haven't already, who pokes back. Who wants to be ridiculed in public or made to look foolish or embarassed? No one.

The client is ALWAYS the client, regardless if they are right or wrong.

Kris

P.S. - Please note that yes, I do put my own foot in my mouth from time to time, and am certainly not perfect ;) Yes, I could have been the 'better man' and just let it go. I chose not too. In my own mind there were just too many things that didn't add up, thus I questioned.

P.S.S. - I realize this is long, so thank you for reading. It's more of a 'venting' for myself due to the fact that as I sit here and write this I'm still stunned that the events that occured last night....actually occured!

P.S.S.S - It's my opinion that both Mandee and I were wrong. Yet, in that situation she was the provider, I was the consumer. Thank you again for your time.

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Comment by Las Vegas Massage In Summerlin on June 23, 2011 at 7:12am: ~

Hi Kristi!

You made good points. No, I'm not proud of my behavior, and I think I mentioned that. Disagreements and arguements happen. The point was that I was the client in this situation.

Kris

Comment by kristi marco on June 23, 2011 at 12:24am: PUTTING THE BUSINESS ASPECT ASIDE FOR A MOMENT. LETS LOOK AT THE OTHER ISSUE I'M SEEING...DIDN'T YOU CALL THIS BARKEEP A FREIND OF YOURS? IS THAT THE WAY ONE RESPECTS THEIR FRIENDS? WITH PUBLIC SLANDER/DEFAMATION OF CHARACTER. NOT TO MENTION HUMILIATING YOURSELF BY LOWERING YOU OWN SELF-IMAGE AMONGST THE PEERS WITNESSING YOU YELLING BACK AND FOR. YA'...THATS UPLIFTING AND SOMETHING TO BE PROUD OF... RIGHT?

Comment by Las Vegas Massage In Summerlin on June 22, 2011 at 8:49am: ~

I took some time off from this thread as I'll admit, I was a bit pissed when I wrote it ;) There was also a long discussion I had with Kim the manager, on Monday, yet that really didn't yield anything of significance ;( It's unfortunate that she doesn't 'get it,' yet it's really not her fault as she was never taught it. Sure, she may learn at one point or another what exceptional customer service is, but you know the old saying, "If you don't know what's broke, you can't fix it." Please understand that the only thing I was looking for in our discussion was IF she 'got it.' I wasn't asking for money or for Mandee to get fired or anything else. I suppose I was just hoping she 'got it' and we could have a discussion about this. Didn't happen, but oh well. As well as....I did take the time to see how much money I spent at that location last year. It's a large sum and a bit out of context, yet I will mention it only to make a point...

Last year at this location I lost (winnings minus loss) over $42,000.00. Again, please not that this is Las Vegas, and it's obvious that I enjoy gambling ;) I've also won big, but that's not the point....

Let's relate this to an excellent client you have. Let's say they receive 2 massages from you per week, at about sixty bucks a pop. Are you going to lose roughly 6k per year and a client and their referrals and everything else just to prove you are right?? (I also found out that yes, Mandee WAS out to prove she was right, as I discovered that her father was in the pub that night, and of course she wanted to "demonstrate to him she was capable of taking care of herself," whatever that means.)

One point I'd like to make, and please note that if you or anyone you know owns and operates a business here in Las Vegas and does provide great customer service please let me know because I'd love to meet you, is that Las Vegas, in general, has crappy customer service.

Please note that I'm not just referring to customer service; products suck here as well. Our homes are built like s***, contractors don't care, developers don't care, sub-contractors don't care, food services don't care...no one really cares here in this town. Well, karma has come to visit, baby ;)

I've been in Las Vegas for 23 years now. 20 years of that, everything was booming. Very few were required to have any customer service due to the fact that the city was growing so fast, and so much money was rolling in, they just didn't care. This is why when I was in retail, and running my massage business, we DID provide excellent customer service, thus we did so well, and why I'm still doing very well. I do all sorts of crazy things for my clients...things that make other therapists or even other business owners roll their eyes. Keep rolling, baby, as I'm rolling as well...all the way to the bank ;) Keep 'just getting by' while I'm making six figures and doing everything 'wrong' or 'giving away freebies' here and there, or discounting my price here and there (which of course you should NEVER do, as you know you are worth $80.00 per hour for EVERY massage you perform, from here until eternity,) or other stuff I do for my clients.

Yet, even in this depression, and yes we're in an economic depression (still) here in Las Vegas, businesses STILL don't get it. I suppose it's hard to 'learn' something you never received how to perform in the first place. When the economy went south, besides the loss in sales, these businesses didn't know how to run a business and knew nothing about customer service.

Sure, some of the mega-resorts here have done Ok. Yet, even this giants in the gaming industry like Wynn or Ceasars or whoever, have had to re-invent themselves. A friend of mine is a pit boss at The Mirage and he's been required to attend several seminars of customer service and how the customer is always first.

A few businesses here and there are starting to 'get it,' but I really think it's going to be a long time coming before anything in this city is known for its customer service. (Well, I am, and my business, but I'm small potatos. I just fly under the radar, working with locals.)

I'm not a gooroo on exceptional customer service, but I've certainly learned my share over the past 20 years or so. To keep it simple, for me, it comes down to the two A's. Attitude and Action. First and foremost, one must know what it is you are selling and who your customers are. Then there's the attitude of keeping this in our awareness. Then of course we must demonstrate this to the client or customer.

Sure, we can never please everyone all the time. Nor would we want to. I also learned a long time ago that it's much better to say 'no' than to agree to something or say 'yes' when we're unsure what we're doing, or can deliver on what we agreed too. We can still have exceptional service, with high standards and values, yet still say no to clients. The perfect example is that once again, I'm here in Las Vegas, and many women want to show off their new breast implants. Sorry, draping is required. Some clients actually enjoy 'being set straight.' Many of these clients are still my clients. I'm in charge and I set the rules. Most respect that.

Ah well, such is Life!

Kris

Comment by kristi marco on June 22, 2011 at 6:01am: you were correct in the statement" a client..." unless they remove themselves from a client list. We should always treat anyone with respect because the second you don't! bam!right between your eyes with a stupid lawsuit.In this day and age anything is possible. Believe me i know!

Comment by Kellen Elizabeth Sobiech on June 20, 2011 at 4:38pm: You are 100% correct, they might have lost THAT money but that is better than loosing a customer.
I have a client who I believe honestly forgot to send a check but am I going to go after her for some petty amount?
OF COURSE NOT! I might make a mention of it on down the line but the last thing I will do is put her down! WTF??

Comment by Travis Alligood on June 19, 2011 at 4:36pm: Venting is good !!

Comment by Travis Alligood on June 19, 2011 at 4:34pm: A good waitress/waiter would not have waited a week or two instead kept up with you that night to either present the bill to you to start with or paid it themselves. If I had been in Mandees place I would have felt like, lets say not so professional bringing this to your attention. Yes I could face you the next time knowing that I had paid for your healthy tab if you indeed did walk out, my fault for letting you get away. This is expierence speaking, also called continuing education in the business world. Its not a good feeling but true and it never happened again. Yes definetly bad news to bring into public eye. 1. Makes us both look bad. 2 Will my/your client see this happening and wonder what kind of person I/you am.

Now if you spent $10,000.00 with me each year I would have to really, I mean really take a look at the repercussions of losing YOUR $10,000.00 per year, plus whatever it cost for bringing a possible heated discussion up into the public eye, who else heard this conversation and the people who heard this going on I question Will they be back? That tab could have been made up if they do that to Kris they may do it to me. HMMMMMM !