No Appointment Available
It is Monday morning and you realize that you have that huge presentation on Thursday that has been sucking the life out of you, or you remembered your wife’s birthday is this weekend and you still don’t have a gift for her. You think to yourself, “I should call Kneaded Relief and make an appointment for this week.” You meant to book an appointment weeks earlier but then life got in the way and you totally forgot.
At Kneaded Relief we understand all too well how frustrating it can be when you call for an appointment the same week and can’t get in. Heck, sometimes it’s several days, weeks, or months depending on your therapist and service needs. “Can they really be this booked? Can’t they just squeeze me in?” you wonder. We know you don’t necessarily see what goes on behind the scenes, so we thought we’d give you a peek “behind the curtain”!
Our team arrives to work 30 minutes before their first scheduled appointment. Ten minutes before our appointments begin we have a mini-meeting called a “huddle”. The purpose of our huddle is to allow our team members to review daily goals, communicate strategies and promotions and develop their plan of action for the day in general. Then it’s time for the fun to begin.
Believe it or not, it takes a lot to orchestrate a typical day in the spa. Our guest services team is busy answering phones, booking appointments and taking care of you and their therapist team while our therapists are making you feel wonderful. On average per day we have 12 therapists working. We are open 7 days a week and most days from 9:00am-8:00pm or 9:00pm with an average service being 60 minutes of time. If you think about it, that’s a lot of clients! About 50% of our clients pre-book their appointments, which means they book their next appointment before they leave the spa. If you can believe it, we have clients who are booked out for the rest of 2017!
As you can see, that leaves us with very limited availability. In order to accommodate as many clients as possible, we “book tight” leaving little to no room between appointments. Most gaps are only 15 minutes. It might also help you understand why we ask our clients if they need to cancel for 48 hours notice. We can sometimes have a line of clients on our pending list and those openings are few and far between. The more notice we have the better off we are at getting someone else in. This is also the reasoning behind why we have to charge you for an appointment when you do no-show or late cancel.
So while our Guest Service Representatives are highly skilled at moving and manipulating books, the truth is there’s no benefit for both you and your beloved therapist to try to squeeze you in last minute. For the investment you’re making, you owe it to yourself to have a time scheduled that is most conducive to your schedule. Our front desk and therapists will do everything imaginable to get you in. They might suggest other services that could benefit you that you might have not thought about. Or they might suggest a hydrotherapy service that has more flexibility to it since there is no service provider.
In the end though, the best option if you don’t have a schedule that’s as flexible as you’d like is to set up your next appointment with our Guest Service team during your visit to the spa. This guarantees you have your pick of time and day. We would rather be at the mercy of your schedule, instead of the other way around. We want to keep you relaxed and happy, and if you do have a time that arises that just couldn’t be planned for and we don’t have something available, we do have gift certificates available instantly online or sent to you in a gold box with ribbon if ordered over the phone.
We hope this provides you with a little insight into the Kneaded Relief workings, and provides you with some solutions to getting in for an appointment within the time frames you have available.
Dana Neal – Spa Manager and Group Fitness Instructor