I actually gave a glowing recommendation for the Stretch Lab in Solana Beach last month. Sadly, we're here now because of an experience with their owner. I had been going there 4 times a month since the start of this past Spring (2021). First thing...It's expensive...not cheap at all...so understand that going in. I worked with two really great "stretch-ologists" over my time there. I'm routinely looking for things to make my mind and body feel the best it can get. Stretch Lab seemed like a good fit after my first few visits. Plus, I am a big supporter of trying to help the local economy, spreading the good word about local businesses and people who do me right, and the folks/employees there I interacted with were really very nice.
However, today when I walked in for my appointment, I was greeted by an individual who was behind the desk, presumably worked there, but also someone I had never seen there before in the 14-15 appointments I previously had. She was exceptionally loud, carried herself in a manner that I would best describe as over doing it from a "personality plus" standpoint, but also clearly had an "I have authority" tone to her voice. As I walked in--this person was also making chummy jokes about my first name as if we had been introduced in the past and she felt comfortable enough to do so. End of the day, at the very moment--totally fine and not that big of a deal--in most cases. I was happy to smile and move along from her and wait for my appt. However, she didn't read my body language all that well--I wasn't in the mood to interact with the Mrs. Personality Plus routine--and she then followed my movement to their waiting/sitting area and said,
"Did you bring your grip socks today!?!?"
(Now this wasn't a first, I had been asked that question before, but only during my first visit. Never got asked again. As stated, this was easily my 14th or 15th visit. I said, "Sure?")
She then questioned my response, proceeded to tell me "that in order to have a stretch, you must wear grip socks!" -- where upon I informed her that in the previous 14 times I had been there, no one asked me to have grip socks on. (I'm quite certain they have a pair there for me to purchase though--which are grotesquely overpriced and I'm sure the margins are very much in the owner's favor--which is indisputable. Look on Amazon for "Grip Socks" and see how much they are relative to Stretch Lab's price).
I very sternly summarized to her that A.) I was happy to leave if she was going to enforce the very lackadaisical policy, B.) I had been there around 15 times and 14 of them hadn't been asked about grip socks, C.) furthermore, I had never encountered her before, and finally, D.) that's when she told me she was the owner and we could go outside and talk further.
No thank you.
(*Side note, honestly, since that first visit--I never saw what the purpose was for wearing "grip socks" was. You're lying down on a table the entire time while you're being stretched and no one is actively grabbing your feet in a manner that would necessitate you and your feet to be gripped to anything. Hence never been asked to wear them again? I digress.)
Listen...if you* want to have a company wide grip sock policy for your customers while they get stretched out--or any policy for that matter every single time they come in, that's totally cool-- I have no issue with that at all. However, if you're not going to enforce that policy 99% of the time I have previously been in there, and then you're suddenly out of the blue 1.) not going to introduce yourself to a customer who's been there several times and 2.) stomp your proverbial feet up and down and tell me I have to either leave (while I bet still having to pay for my appointment) or buy the over priced grip socks you have there...then sorry Charlie, I'm out. Also out? The aforementioned expensive sum I was willing to pay you each month to come in there.
*With all due respect, if you're the owner of a business like this one, handle things differently. Be classier. Read the room. You're in the people/customer service business. You're also rarely there if I haven't seen you in the 14 or 15 times I've been there before. I'm paying your business a monthly membership fee that is about 3 times as much as a gym membership, to come (4) times a month for a 25 minute stretch. Take a quick second to understand that. Defuse the situation, offer a friendly alternative to a person who's clearly been a paying customer for a few months. Instead, you ignited the fire substantially more, one that you clearly saw was burning right in front of you. When you combine the owner's approach, with her over done personality plus, "How ya' doin' champ?" opening vibe while you're mocking my first name as I literally walk through your front door--that's not a good recipe for a dish well served. Be better. read more