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Want a Great Facial?
By Kathryn E. Eriksen  I wanted a special birthday treat for a dear friend who just passed the 50 milestone. She lives in Dallas, so I went online and discovered a wonderful place in North Dallas for facials and massages. It is called The Facial Shoppe.
From the moment you visit their website www.thefacialshoppe.com and open an account, you are treated like a princess. Online scheduling made it easy for me to take advantage of their “First Time Guest” special – a 50 minute facial for only $49.00! Several days after I made the appointment, I received a confirming telephone call from the Shoppe – again a wonderful convenience and reminder. But here is where their customer service kicked into overdrive – I had to cancel the day of the sessions, because my friend came down with the flu! I explained the situation and was treated with warmth and care. I did not have to pay a cancellation fee, and was invited to make a new appointment once my friend felt better. And then, a few hours later, I received a call from Doug McPhail, the owner of The Facial Shoppe. He was just checking to be sure that I was satisfied with how his store had handled my minor crisis, and wanted me to know that he would be happy to reschedule the appointment whenever I was ready. That extra step blew me out of the water! Although most businesses rely on word of mouth and the goodwill of their customers, it seems that quite often it is the customer, not the business, who has to yield, make a compromise or pay a cancellation fee.
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