Steven Wynyard the owner should be ashamed of his employees. They clearly have insufficient training in dealing with any customer requests. I live near Stobo and a friend had taken me as a guest when I first moved here. Despite noticing the women's bathroom had a terrible odor and was dirty and having to deal with the increased traffic which Stobo causes on the country road it sits off of on a daily basis, I decided I was going to join at the behest of my physio who thought the pool and spa would be good for my knee. I went in on a mid week late afternoon to inquire ready to hand over 65 a month for the membership. There were 3 people in the lobby sitting on the chairs reading and a lady at the desk. I said I was interested in joining and she said "I don't deal with that". Well why are you sitting at the reception desk then was what I should have said, but instead I asked if I could speak with someone who did. She called someone who proceeded to tell me through her they were "full". But then she told me I'm not sure if this person knows if we are "full" or not. I'm sure I gave her a funny look because number one you don't treat a customer trying to pay you money like that and two I've belonged to clubs and gyms from Florida to London and have never heard of a club that was "full". But never say never so I said, "Is there someone I can speak to who does know?" This person was not welcoming and made me feel like I was wasting her time and obviously couldn't answer my question. She asked me to have a seat which I did on a very dirty unkempt sofa. While I was waiting 2 other customers came to sit down next to me at the little table. Another lady came out and introduced herself to me and right in front of these other people said, "I don't think there is room for you". The other people looked bewildered and so was I, so I said, "what do you mean no room?" It made me feel very weird and unwelcome especially in front of other customers. She offered me no solutions, had no diplomacy or tact, and didn't explain how anything worked and clearly had no people skills.
On top of all that, she then proceeded to offer me an application and a tour of the spa?!?!?! WHAT?!?! Why the hell would you do that when you just told someone there was "no room for them"?!?!? A customer doesn't want to be told and shown here look at all this stuff we have that we refuse to take your money for. Come on I'm not stupid. There is plenty of room, you all are trying to keep it looking "exclusive" is the problem.
In order to extract myself from this awkward situation and the other customers sitting next to me who were equally as confused as I was about why my money was apparently not good enough, I asked if we could get up and go over to the desk where I offered my number and email. The lady proceeded to tell me she would try to get someone to contact me and explain if there was "room or not". At this point I didn't give a damn and my money will never go within a mile of that place again.
What SHOULD have happened was someone with good customer service skills and training about all aspects of the spa should be at the reception desk to greet customers with a smile and problem solving can do attitude. They should NEVER act like it is a problem when someone wants to spend money and should NEVER communicate from someone else through the phone. The fitness person who came out to talk with me should have one, asked to speak with me at the desk were other customers were not sitting right next to me, and two, had tact and said.....our membership list accommodates XXX number of people and is full right now because XXXXX and we expect an opening in XXXX time. I'm so sorry for the inconvenience, may I add your name to the waiting list? One of our managers will call and keep you updated. Again, our deepest apologies thank you for your understanding.
As a person attempting to spend money at your business I should never have been treated that way and shouldn't have to type out what good customer service sounds like. Deplorable. If the people who are here to greet customers and make them feel welcome and good about spending money at a place can't do their jobs, then what about the rest of the employees?!?!?! Now I see why the bathrooms were so gross on my guest visit.
Do yourself a big favor and never spend money at this place. I sure will not be going back anytime, ever. Go somewhere where they pride themselves on their jobs and ability to make people feel welcome. Pretentious attitudes don't deserve my money and neither does a business with poor employee training. read more