“The perils of entrepreneurship”: Spa owner sets record straight
I am writing this in response to Ms. Geauanne Hill’s Jan. 31, 2008, letter to the editor.
Ms. Hill and her party came to the spa on Oct. 20, 2007, approximately four weeks after it opened. This was a “shake out period” and some of the initial staff is no longer in my employ. While Ms. Hill may have had a student work on her, the student work was supervised by a licensed cosmetologist and me. I gave foot massages, without charge, to all members of the party because I sensed their unhappiness at the time.
Most of the information Ms. Hill gave regarding the spa is untrue or twisted to frame her point.
• Ninety-nine percent of the equipment in the spa is new. It so happened that the water would not release from the foot tub of one refurbished pedicure chair while Ms. Hill was here.
• The nail tech was not working for “tips only.” She received 45 percent of the fees in addition to gratuities.
• Initially, one charge was made for the group because it was indicated that one person was paying for all three members of the party. In response to Ms. Hill’s unhappiness, I gave her party a $15 discount ($5 for each).
• Most day spas do not have nail dryers, for the main reason that people go to spas to relax, not to rush through their services. Regular nail shops use dryers because their business is based on volume.
• Tipping is a regular feature of the spa industry and all establishments try to give gentle reminders that gratuities are accepted. When totaling the charges we will ask, “Do you wish to leave a gratuity for your provider?” At no time have I ever said, “Aren’t you going to tip her?” But, of course, some customers do not take such reminders kindly.
Ms. Hill’s letter gives no indication that we have created a very attractive, light, relaxing facility that is striving to provide service and employment to Roxbury and South End residents. In our efforts to insure that our service is satisfactory, we have instituted measures to secure customer feedback. There is a suggestion box in the front of the shop. And we have a Web site that allows for customer input, suggestions and criticism.
The managers of Crosstown Center, Corcoran Jenison, have worked diligently with me to brand the center and improve customer service. For example, since Ms. Hill’s spa visit, clients are now allowed an additional hour of free parking. The completion of construction and occupation of the new office complex has also positively increased foot traffic and brought a larger customer base to the center.
Yvonne Jones
Halisi Day Spa & Salon
