Honesty is the Best Policy…
…or is it?
I was brought up in a world where honesty was the best policy. Period. So I have a real hard time kissing up to assholes.
I guess I should just stop here.
However, once again, we have vultures trying to get a piece of what we’ve worked for over ten years (12+ to be more precise).
new concierges (I just get sooo tired of them) have recently contacted us to arrange for Massages at Villas that We have been to for Over Ten Years (see above). And they get upset when we require contact with the actual people we will actually be massaging.
Massage therapy is a very personal issue. Every person I massage is an individual with an unique body and special requirements. Michael and I treat each and every one of our clients individually. And we so appreciate the trust that each and every client places in us.
Therefore, our business does not translate well with a “concierge service”, unless that particular service actually knows us personally and can answer questions from both sides.
When will a concierge actually get a massage from us so s/he can thoroughly explain how wonderful a massage on the beach (or at a fabulous villa as opposed to in a sterile cubicle) truly is? Only Anna and Wendy at www.gotostcroix.com have, and can give people a first-hand experience. We love those Ladies!
I may lose some business, but today, I responded to a “concierge service” with the following:
We massaged some triathletes last week, and as one of them approached the massage table he said, ‘Oh, you’re the professional ‘ass rubbers’”. To which I replied, “Absolutely! We rub ‘em, but we don’t kiss ‘em”.
The triathletes were all very happy with their massages.
Is honesty truly the best policy, or should I kiss all the asses too?
I’d just feel so dirty!
May 7th, 2009 at 9:38 am
Convenience is the name of the game .
The easier it is for someone to do something, the more likely that person is to do it.
From what I’ve seen of tourists in the VI, that’s doubly true.
Many of the the “tourists” I saw had the attitude:
“I’ve paid a LOT of money to be here, so kiss my butt”
It’s a matter of meeting a customer’s expectations.
I had a similar experience.
I operate a independent car rental operation in Illinois
The local airport called me, said they were getting poor service from Enterprise, and asked if I’d be interested in having the car rental business at the airport. I saw this as an opportunity to increase my business and accepted.
It was a bad decision.
The airport did not have any scheduled commercial flights but DID have a substantial number of private flights.
I soon discovered that many of the people who have the financial resources to either own or charter an aircraft have different expectations than the people who show up at my rental counter wanting to rent a compact car.
Many of the “airport customers” were accustomed to having their butts kissed.
They wanted to get off their Learjet and have a luxury SUV waiting for them on the tarmac.
They did NOT want to have to call our office and have our van pick them up 15 minutes later
They did NOT want to make their own transportation arrangements.
They did NOT want to be told “we’re closed then”
They CERTAINLY did not want to rent a Focus or Fusion or Taurus
They wanted 24/7 availability.
They did NOT want to be told “no”.
Many of the airport customers expected a level of service that we were just not prepared to deliver.
After a year, I canceled the airport contract.
I don’t know if the “airport customers” are any happier with the “new” airport car rental operator, but even though I lost a chunk of business, there’s no doubt that I’m a LOT happier!
May 7th, 2009 at 10:14 am
Wow, amazing story, Gary. Sometimes the extra dollars just aren’t worth the stress.
I’ve certainly been extremely fortunate over the years. Our massage clients are ALWAYS happy with our service. We’re good at what we do, we’re stable, we’re here year-round (unlike many therapists who leave for months at a time – often following the dollars) and we’re dependable.
The vast majority of the people we massage are not self-important twits, like the ones you had to deal with. Unfortunately some of the new concierges are. Oh well…..
May 7th, 2009 at 11:29 am
St. Croix is all about personalized service. Notice that in the last decade all the chain stores have closed their doors and those of us who run businesses use the approach of catering to the individual client rather than the “K-mart marketing” and mass merchandising approach. I hear all the time that I am the best jewelry store in town because of my “alternative” attitude towards my work and customer service, as I cater my customers on a personal level. The cookie cutter approach just isn’t what this place is about and that is what keeps so many of our dynamic and appreciative visitors coming back year after year. The triathletes are a fantastic example and for the most part have all raved about our island and its authentic charm.
May 7th, 2009 at 11:33 am
Blah… bad grammar, too many thoughts and not enough time to get them out properly.