After the payment has been made, it is time for us to get ready for the spa treatment. We were ushered to our respective rooms by the lady at the counter. Following which, we were left clueless inside our rooms. Being first-timers, we definitely did not know what we were supposed to do when we are inside. No proper instructions were given to us on what to do when we first entered the treatment room. This reflects on the poor service protocol, where the spa does not have procedures in place to explain on the proper steps to take when inside, which could leave a long-lasting bad first impression.
Despite the lack of instructions, through our own sense of the situation, we realised that it was time for us to change. We could see a small packet of disposable underwear, still in its wrappers.
This certainly lifts our spirit a little as it shows us that the spa has a pre-treatment service protocol, where the room must be ready before the customer walks in.
The spa also has certain measures in place to cater to different situation. For example, in view of one of our member’s menstrual period, the therapist gave her the choice to either wear the disposable underwear or her own underwear. This small act clearly exemplifies the thought, concern and empathy displayed by the therapist to ensure that their customers are comfortable.
The spa is also able to offer alternatives to accommodate to customer’s needs. As one of our members could not fit into the disposable underwear provided, they had a larger black shorts available for our member to adorn. This shows how the spa has back-up plan even for apparel of customers in case of situations as such.
Even as we toiled in pain throughout the spa treatment, we managed to observe and pick up some of the service protocols of the spa therapists that we felt were both great and require improvements.
Before entering the room, the therapist would politely stand outside the room and through the sliding window, instruct us to lie down on the bed and cover ourselves with the towel provided.
As they entered, they re-adjusted our towel and checked with us to see if the air-conditioner is at the right temperature to ensure that we are comfortable. The therapist also took special care and initiative to re-tie the ladies hair to prevent it from getting in the way during the massage. Personal hygiene was also undertaken with all therapists excusing themselves to leave the room to wash their hands before starting the massage
During the treatment, as we turned and rotated our body, the therapist made us feel secure and safe by ensuring that our nether regions is not exposed and always covered by the towels. When some of us proclaimed that we were first-timers, the therapists constantly checked on the massage pressure to ensure that we were comfortable and not feeling too much pain. For our members who took the couple room, they still enjoyed the peaceful serenity as both therapists did not communicate with one another.
After the treatment, some of the therapists gave us choices to choose between tea and plain water, while some did not. This shows us that either there is no fixed protocol in terms of serving drinks to customers or the therapists did not follow them.
After all of us was done with the treatments, the receptionist took special care to ask us how we felt, before ushering us out as we proceeded to leave the center.
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