Google reviews of Chinese massage businesses show that poor service awareness among staff is a common cause of negative customer experiences. For example, practitioners may call loudly to reception or chat with one another without considering customers. People often seek massage as a chance to relax and enjoy the service. Loud conversations that disturb that atmosphere naturally leave a poor impression. Some Australian customers may hesitate to criticise staff or express dissatisfaction face to face. Instead, they may post a negative Google review after their visit, or simply never return.

If a customer is already unhappy, can a business address the issue before it becomes a negative review? Yes. BookRelax’s customer feedback feature can send an SMS after the service asking for a rating. Customers have already left and can express dissatisfaction without the embarrassment of a face-to-face exchange, often making feedback more candid. If a business identifies an unhappy customer, it can follow up promptly and offer a gift voucher as compensation. The original article describes this as a way to address concerns before they become a negative Google review while encouraging the customer to return.

Our recent industry research also uncovered a range of unusual customer complaints. We share them here in the hope that they help improve the industry’s customer experience.

  • A practitioner checking a phone with one hand while massaging with the other.
  • A practitioner not understanding a customer’s feedback and continuing to press a painful area, causing discomfort.
  • A practitioner leaving repeatedly during the massage, resulting in less service time than expected.
  • A foot spa lasting so long that the water becomes cold while the customer is still soaking.
  • Reception staff repeatedly entering the room to speak with the practitioner and disturbing the customer.
  • Kitchen paper being used to wipe massage oil from a customer’s body, scratching the skin.
  • Towels that are too cold, too hot, unclean or unpleasant-smelling.

You can also call 07 3349 3214 for assistance in Chinese or English, or scan the support QR code mentioned in the original article to add BookRelax customer support on WeChat.

Related reading:

Understanding Remedial Massage Treatment Records in Australia

Observations on Australia’s Chinese Massage Industry (Part 1)

Observations on Australia’s Chinese Massage Industry (Part 2)

Disclaimer: This article is for general reference only and does not provide professional advice. Its original content is protected by the author’s copyright. Neither the author nor Sunflower Software accepts responsibility for the consequences of any action taken or not taken in reliance on any part of this article.