The Spa we visited for our group project is Healing Touch - Upper Thomson branch which is located at 199 Upper Thomson Road. Travelling to the Spa was pretty convenient as there is a direct MRT station (Marymount) to the spa and finding our way there from the MRT was also easy.
In overall, we had a good experience from the visit and this is our reflection on the spa.
How we got to know about Healing Touch
When we realised that we had to go for a spa visit for our assignment, we were very excited and we did our research and came across the Healing Touch Spa website. Our first impression of the spa was rather good as the website was not complicated and easy to navigate. A lot of information was available on the website, including booking methods, outlet locations and most importantly, descriptions of the various spa treatments available. The website also had a brown colour scheme, which reflected the theme of the spa, which was “nature” and “caring hands”. It makes the customers feel cared for by nature.
We think that the marketing of the spa was also well done as we could see what promotions they had easily. The prices, treatment durations, terms and conditions were clearly stated on the promotions and treatment pages thus we were also quite confident and did not hesitate to experience their treatments at their spa. In addition, we felt that the website gave us a lot of information on what to expect for the various treatments such as the benefits and techniques used especially when it is our first time going for a spa session.
Their spa brochure is brief and visually appealing with appropriate use of pictures and colour scheme. However, we did not find all of their treatments listed although they have treatments for body, facial and slimming, only the signature treatments were listed out with their prices and without much description. We find that without too much information, it was good as we were not confused by the brochure.
We find that another good marketing strategy of the spa is that they interact with the customers by allowing them to leave their reviews on their Facebook page or by leaving comments on their TripAdvisor page, it gives customers the impression that they care about after-service as much as the service itself.
In our opinion, the Healing Touch Spa’s website could be improved by having a Frequently Asked Questions page which includes common spa etiquette to be observed when customers visit their spa for the first time. The website and the spa brochure can also include a segment on small home tips so that the customers will feel cared for and Healing Touch Spa will come to their minds when they think of going for a spa treatment. Customers like us would also be more likely to keep the brochures if they had included home tips.
We reviewed healing touch spa menu on their website and their ongoing promotion caught our attention- The Asian Fusion Oil Massage that comprises of Swedish massage, Deep Tissue massage, Thai massage, pressure point massage at the price of only $46.00 (excluding svc and gst). With that, we were definitely attracted by the promotion with so many different types of massages available.
Our Reservation Experience
When we first called the spa, the reservation process was quick and effortless. However, due to unforeseen circumstances, two of us (Yu Min and Xiao Hui) had to change our spa appointments 2 days before the initial appointed date. We made two phone calls to check for the available time slots and dates before confirmation, and during the last phone call, we could sense impatience from the tone of the staff.
In all the phone calls made, the staff did not ask us for the type of treatments we are interested in and seemed to be only interested in our preferred time slot. In addition, the staff could not explain the treatments well when we asked about the differences between Asian Fusion and Deep Tissue Massage, and she seemed to be unsure about their own promotions too.
Reception Experience
On the day itself, we were very excited as it was our first spa experience, and we were looking forward to it. Unfortunately, it is sad that upon our first point in contact with the spa receptionist we did not feel welcomed by her, as she did not smile.
However, on a positive note, the check-in process was fast and hassle-free for both visits and they used our IC to record information into their system. Throughout the entire process, we were quite disappointed as both the receptionist and the masseuse did not try to recommend us any packages or treatments. Most importantly, they did not give us an indemnity form as required for a Category 1 licensed massage establishment, neither did they ask for our preferences; health conditions; past injuries and more.
Hence, we believed that there are some areas for improvements for the spa-
1) The spa should ensure adequate training is provided for all staff:
- Service Standards including telephone etiquette and the fundamentals of service like the need to be friendly and approachable.
- Product Knowledge such as the different types of treatments offered.
2) The need for compliance with the rules and regulations of a Category 1 ME.
3) Clear communication across all staff including the therapists, admin (receptionist), and manager on the promotions that are available.
4)They should try to understand the needs and wants of the consumer
Spa Therapist and spa treatment
After our two separate spa visits, we shared about our experiences when we met up as a group and we found out that there were inconsistencies in their service delivery. The therapists for the first group guided Xiao Hui and Yu Min to change their slippers whereas the therapists for the second group did not give any guidance to whether we were supposed to or not.
As mentioned, the therapists did not confirm with us on our choice of treatment. Our therapists guided us to change and went ahead with the massage without telling us what they were about to do. During the massage,only 2 of the therapists checked with us if the massage was satisfactory in terms of the pressure exerted and the pain scale, but 3 therapists did not ask at all. There were also inconsistencies in the techniques used by the therapists. All of our therapists started from the leg and worked upwards however, Zolyn’s therapist started from the head down. Additionally, only Elizabeth’s therapist included extra cracking of joints.
After our massages, we were offered 4 choices of tea. However, once we got changed and went to the waiting area, we did not know where our cup of tea was. We only realized that the tea our therapists made for us were left at the reception counter ledge after the receptionist informed us. It was quite disappointing as we would have preferred a more personalized service from the therapists by serving us the drinks instead. It felt like an afterthought for the spa to include the “taste” portion of the 5 senses.
The spa environment
The overall ambience we felt upon entering was that it was very relaxing. This was mostly due to the scent diffuser that they had which was pleasant and strong but not overpowering. The colours that the spa used in their decor and general layout was also very calming as they used various shades of brown which made the spa seem very earthy.
As for the treatment rooms, there was quite a number of them along a narrow corridor. We felt that some decor such as paintings could be hung up to make it more inviting and the plain walls less stark. All of the rooms had dim lighting but we had different experiences due to the area the rooms were located. For the rooms located nearer the front, the soft background music that the reception was playing could be heard. However, there was also loud barking coming from the pet store beside the spa. For the rooms towards the back, no music or barking could be heard. This made us realise the inconsistency in the environment and made us feel that they should include some soundproofing for the walls.
In addition, the treatment rooms had no proper storage for our belongings and made us confused as to where to place them. We feel that they should have a proper locker room with a changing area to make the process easier and better.
Truthfully, we were generally satisfied with the massage sessions that each of us received as we did feel the benefits after the sessions. However, we had doubts on their consistency in their service delivery once we shared our experiences. Despite some inconsistencies and disappointments, we felt that the spa has really trained the therapists well to observe and respect the guest’s modesty and it made us felt a lot less awkward than we thought we would have been.
