Bellevue >Newport Massage Therapy
Horrible Customer Service - No Front Desk Training. As the multimedia, communications, and reputation management specialist at my company, I work with employees every day on the importance of customer service--and I was appalled by my interaction with the front desk receptionist who I spoke to the first time I called this office. As someone who went through a traumatic car accident (late 2010) and subsequent long-term and painful injuries, compassion, kindness, an eagerness to help and empathize are all critical qualities for anyone I seek treatment from. Upon first calling Newport Massage Therapy's office, the person who answered was cold, removed, utterly unenthusiastic, and extremely awkward to speak to. I detailed the conditions of my case and the treatment sought and was constantly greeted with gaping, awkward pauses that left me uncomfortable in how to proceed (and also left feeling like I needed to add more information just to fill the space). No questions were asked about how I was, what treatment I've received in the past, or how this office could help me in ANY way. It was "well, we're awfully booked up," accompanied by small sighs about the inconvenience of having to find a time slot for me for massage. The only additional question the receptionist asked me was "Do you have insurance." For which I replied that I did have health insurance (very good insurance) and that a settlement was pending (scheduled to be finalized this summer), from the driver who hit me in the accident. I said that I could pay out of pocket, ask my lawyer to arrange a lien in the interim of the settlement, or discuss what might work best. The person on the other end of the line snidely replied " So MY question is, how are WE going to get paid?" Wow--you're not concerned about me, my health, or helping me, but you're going to give me attitude? While I had initially scheduled a massage appt, I decided that this was NOT an office I ever wanted to go to. Feeling uncomfortable, I told the receptionist I'd discuss payment options with my lawyer and call back. However I guarantee I will NEVER be calling back. I understand that times are tough, small businesses and offices are facing financial stresses, and many offices have customers who run up a tab and never pay. But the way I was treated was NOT the way to go about earning my business or my trust--especially as a brand new customer. It's important to add that I worked in the medical and dental industries for 5 years--so I know the difficulties offices face and the unequivocal, uncompromisable value of your front line team--mainly receptionists, front desk employees, and office managers. This is not a place I would ever recommend to anyone. Honesty can be hard to swallow, but my experience was not one that left me with any desire to ever get treatment here.
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