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Grumpy and relaxed

Written by Carolyne Wahlen

Frances has finished her GCSEs now, so she’s hanging around the house.

There’s only so much scrolling down her phone she can do though, so I decided to drag her out and do something nice.

After chatting it through, we settled on a spa visit, so I jumped straight online to research and book it.

I found a lovely spa, very quickly.

It was less than an hour away, and they had a ‘Signature Package’ that was a reasonable price if you went Monday to Thursday.

So I bought it. I was expecting to confirm the date of our visit and all of that stuff, but didn’t get any of that, so I rang them up the next day to finalise the treatments and get us booked in sometime in the next few days.

Or so I thought, until I was told by a polite, bubbling operator, “we don’t have any appointments for day spa free until August this year!”.

That was super helpful, as obviously we were desperate to wait six weeks, and it got me thinking about how infuriating this must regularly be for prospective clients.

There’d be a simple way to fix it: do exactly what hotels, airlines and beauticians all do, and have an online booking system that allows you to check availability and book.

Sure, they could lose a few clients who can’t get their desired day, but that’d be the case whether the prospect visited the website or gave them a call.

As far as I can see, it’s lose-lose – not only is the experience frustrating, clunky and stressful, but there’s no guarantee of actually getting what you want to buy, when you want to buy it.

Simple message here:
Are you making it easy for your clients to buy from you when they want? Or is the system set up to suit you?

The spa certainly seemed to be the latter, which means that I’ll remain grumpy and unrelaxed until August now!

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About Carolyne Wahlen

Carolyne is the founder and owner of Gap HR. She's seen what works in HR and what doesn’t, and has practical answers to real problems that small businesses can apply with immediate effect.

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• We exist to help you stay legal, compliant and profitable, without shelling out for an in-house HR manager.

• Our founder Carolyne has worked in people management since 1995, which means you’ve got decades of experience you can rely on.

• Over 170 clients benefit from the experience and expertise of the Gap HR team.

 


Call Us: 01491 598 600

 


email us: cw@gaphr.co.uk

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Where our clients are:

Mark Ghafoor, KCC Basildon

“Whether it’s a simple question or a more complex query, GAP HR have ensured that we have the most up to date knowledge of current legislation and processes to ensure we can offer the best support to our teams.
It is reassuring to know that expert advice is only a phone call or video conference away!”

Deb Green, Vermatech Pest Control

“We have been using Gap HR for several years now. Carolyne and her team are professional and efficient and we would not hesitate in recommending them for small businesses. It is a great relief to know we are supported by them for our HR advice and paperwork is kept up to date.”

Justin Wilkie, 2Excel Logistics

“I have been working with Carolyne and her team for 6 years now , when I first purchased 2Excel Logistics I found the HR scary as I wanted to do the right thing for my staff , with Gap HR on my side this all seemed easy and we have gone from 9 staff to 28 with no hassle what so ever , thank you to all at Gap HR”

Ashley Lewis, Wallingford Tiles and Bathrooms

“So pleased to be working with Gap HR. They’ve straightened us out in no time. Their pricing is clear and they really know what they are talking about.”

Helen Gordon, Kitecreative

“We are a growing company but do not have facilities in house yet for HR services in house. Gap HR is our go to service for all kinds of advice about HR for our business and we have found them very reliable, communicative and efficient. Would definitely recommend them”

“Carolyne and team continue to provide great support to our business, with quick and accurate responses to help with our various HR needs.”

“Gap HR have been at our side for a number of years now and are a great help in dealing with our HR needs”

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