Squeezed In

We were thoroughly booked, up until 7pm. At 6pm a couple walks in and I know we don't have any more therapists available to take two more people. I was wondering if they were just going to inquire about another massage appointment, prices, or buy a gift certificate.
No. They were here for their appointment. I looked, but their names were not in any of our appointments. I asked if they were sure this was the right place or if there was somewhere else up the street they were supposed to be at. They were positive, this was the place.

The wife tells me that she spoke to someone with a thick accent. We have a few people with thick accents. She said the thick-accented person booked her appointment. I said, "No, there's no appointment." Now, my regular client walks in.

I don't have time to discuss this error with this couple, so I ask a fellow MT if she will help them as I take my client back to the massage room. She's lost too. The husband is a bit miffed that he took off work for THIS and she's miffed they hired a babysitter for THIS (which was a non-appointment).

It was time for quick thinking.

So, we came to the conclusion...throw in freebies for the error! Ask them to wait, and if they wait they will have freebies! Free foot scrubs, free 15 minutes added on to their massage, free coupons galore.

It worked out and the review they made on our facility was actually a good one.

*wipes sweat off brow*