Thursday, 27 June 2013

Ikeda Spa Prestige Review (Bad Phone Service Bad Website Bad Booking Experience)

Ikeda Spa "Prestige" just lost 1 customer and perhaps more when people read the below.

1) Treat customer as liar
2) Turn away customer
3) Bad phone etiquette
4) Bad public relations when talking to customer
5) Unprofessional tone and attitude when talking to customer
6) Did not train staff
7) Bad reservation/booking method
8) Other spas are not as inflexible and inconvenient as Ikeda. 

After reading about their Open House Package in the magazine Wattention, I really wanted to try the massage that came with the package.

Called them at 3.40pm. An Indo/Filipino woman picked up. She said the promo ends this month when according to the magazine, it ends 31 August.  Staff don't even know their own promo information.

She was about to reserve the day and time that I wanted, but asked for my credit card number.  I said I was not comfortable giving it and will be paying by cash. She then suggested I book online at their website, even though I assured her that I was definitely going to be there tomorrow Friday at that time.

We ended the conversation after I agreed to go online.

At 3.47pm, a different woman called and asked for me in a very rude tone. She insisted that I provide my credit card number to reserve. I repeated that I was not comfortable giving it and assured her that I would be there (so there was no need for me to provide credit card details).

That was not enough. She was adamant that I provide it. Said "most customers" would give it. Implying that I should also give it like "most" customers.

(If you want my money, then treat me right. I am not "most customers". Every customer wants to be treated uniquely. In fact, I think "most customers" would hesitate and avoid giving their credit card details/numbers. A spa is not worth compromising your credit card even if they say they will not reveal what you tell them.).

Still holding the phone, I said I was in the middle of booking online at their website.

The booking system was inconvenient to use. You have to choose which category first. The package is not under "promo deal".

When finally I reached the page that would confirm the booking, it asked for "promo code" and requried a booking deposit of $50 at Paypal.

Give me a break, for heaven's sake. Paypal??

And why should a customer deposit a $50 booking fee when other spas that are classy and upmarket don't even do this?

Why is Ikeda treating the customer so badly, without class and finesse? Where is the prestige in their "Prestige"?  What poor customer treatment. 

The woman who was on the phone said that whether by phone or online, I still have to provide credit card number. Her tone was very rude and unprofessional.  She further said that if I don't turn up, I will deprive other customers of  a booking.

How could she say that? I already confirmed that I would be there and will be paying by cash.

She was being very impolite.  It made me wonder why this Japanese spa has such bad booking policy and such untrained staff.  Is it even run by the Japs?

Then again,  I guess the booking policy is bad because it is Japanese. The Japs operating in Singapore can be very inflexible. Example: inflexible and few food variety restaurant menus.

Her tone and bad way of handling the situation really ruined my desire to book. To get off the phone, I said I can't find my credit card. She said, "Then cannot book lor.".

And that was it.

That's their customer service.

How could she have turned away a customer like that?    

"Either give us your credit card number or not, we don't need you. If you won't give, there are other customers who will.". That is what Ikeda Spa is saying.

There is a method that could have prevented it. But why should I teach them to be smart by posting it here?

Anyone with brains will know what the solution is.  This solution will be a compromise that the customer can accept. A half-way point that will appease the customer who will more likely make the trip to the spa.

Ikeda Spa, you slowly go and think about this solution while you are losing customers.

Thursday, 13 June 2013

Did Phelps Let Chad Win in 200m Butterfly London Olympics 2012? (Phelps 200m Butterfly Loss)

From looking for Phelps Fly strokes while learning how to swim it, I came to his interviews and finally his "retirement" video.

"Phelps tried to hold on, but his glide into the finish opened the door for the South African to win gold."

It looks to me that in the last "glide", Phelps seemed to have let Chad win (since they are good friends?), although in a later interview about his retirement and career, Phelps expressed disappointment that he lost to Chad in the race and said he would do it differently if given another chance although he has no intention (?) of coming back.

It's more and very possible that Phelps lost the edge, the "heart" of his competitve spirit since knowing this is his last Olympic race. No matter how positive he says about his "retirement", it's still a psychological damper that affected his performace.

At first, I was surprised to learn that he was retiring from the Youtube video interview. Why take him out when he still has so much going for him?  Get out only when he starts to lose (and take the embarrassment).  How old is he anyway? Does it matter? Why take him out?  Olympic age limit?

Turned out he lost 2 races in the 2012 London Olympics.  One to Ryan Lochte in which Phelps didn't win a medal at all (first time since 2000).    But his "defeat", I think was caused by psychological damper. In the "retirement" interview, Phelps said he lost because Chad was better prepared. But Phelps didn't sound convinced saying it.

Was it because Chad is younger? But it is doubtful that age has suddenly stepped in when Phelps has been winning all this while.  Phelps won the 100m Fly after losing the 200m against Chad.

Oh, it's just so bad. How did Phelps lose like that? It looks like a mistake in timing at reaching the end, as though he didn't know Chad was just so close beside.

Did Michael Phelps Screw Up? An Olympian Analyzes the Swimmer's Devastating Loss in the 200-Meter Butterfly.