Many of us have or are currently contributing to what we call the service industry, though trade or occupation. The Service industry can formidably be defined and broken down into the following categories:

1. service on a non-tangible; this is the more widely accepted definition
2. service related to widely adopted products, thus requiring larger scale more mass like support, either through third party (usually) and or in-house.

Nonetheless, both segments listed above must fulfill the rudimentary definition of the word service, and if not - there would be grounds for grave misappropriation of behavior. AND THIS IS where my story begins.

I went to a spa to do some maintenance work on my nails and feet and while waiting for my session to start, I was reviewing their pricing sheet. I noticed that the ‘maintenance work’ I normally purchased had another package attached to it. In fact, the other package was preceded with the word ‘Premium’. Although the service was described as being premium, the author left out the most important piece of information - ‘why was it deemed premium’. Anyway, being the inquisitive spa goer, I walked up to the counter and asked about the differences in the package - what makes the premium premium

and the basic basic. The attendant at the counter explained the features and benefits quite well and actually had me roped in to go with the premium service, until I asked the price. The attendant said ” the price is $60 and that includes my tip”.

Imagine my shock at this comment -she hadn’t yet performed the service, but was indirectly demanding that I tip. Well - since I was already there - I took the basic treatment, however the tip comment talked me out of spending more money with this establishment and buying the premium. Furthermore, I don’t know if I will ever return to the spa!

What an unfortunate end to what I thought was a mutually beneficial relationship. I was going to this spa every two weeks and spending considerable amounts of money. Even though I understand they have hired new staff, it still leaves no excuse for what their managers missed in ‘new hire’ training.

I read an article once that brought to light an important phrase ‘citizen marketers’. Each and everyone one of us is a

‘citizen marketer’ for every product, company, service, pass time we endorse and thoroughly enjoy. When will proprietors get it - a ‘citizen marketer’ is an affordable and credible source of advertising.

Now where will I get my nails done? Any thoughts, email me at beverly.crandon@ad-ition.com

written by Beverly Crandon