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“Given the cold shoulder - staff could not give a damn. ”

written by Pippipeters on 28/02/2013

We were meeting a local business contact to discuss new business venture. We are the clubs target people. Childless and cashed up. How where we welcomed? We were put in a cold side room. So cold we had to keep our coats on. When we came back to reception to ask if we could sit somewhere warmer we were told a flat no. We would have loved the opportunity to buy a tea to warm up. No opportunity. There was virtually no one in the club. It felt really run down and unloved with basic attention to detail missing. Like horrible sealant in the bathrooms, spiderwebs hanging over the air vents in the ladies, dusty fake plants.
It has the bones of being something amazing with some really incredible Italian marble floors. But the maintenance, cleaning and staff friendliness all let it down. The paint is peeling off the front of the building, the driveway is green with weeds.
After showing interest at the front desk about the spa services I was amazed that the staff didn't take the opportunity to sell us the club services. Especially when we had stated we were 20mins early for our meeting.
It is a stark reminder that the person on the front desk can make or break the customer experience. If I were the member and found out that my client had been treated like that I would be seething with rage. The whole point of meeting in a club is to give added glamour to your business. We just got the cold shoulder. Shameful.