I wanted a special birthday treat for a dear friend who just passed the 50 milestone. She lives in Dallas, so I went online and discovered a wonderful place in North Dallas for facials and massages. It is called The Facial Shoppe.

From the moment you visit their website  www.thefacialshoppe.com and open an account, you are treated like a princess. Online scheduling made it easy for me to take advantage of their “First Time Guest” special – a 50 minute facial for only $49.00! Several days after I made the appointment, I received a confirming telephone call from the Shoppe – again a wonderful convenience and reminder.

But here is where their customer service kicked into overdrive – I had to cancel the day of the sessions, because my friend came down with the flu! I explained the situation and was treated with warmth and care. I did not have to pay a cancellation fee, and was invited to make a new appointment once my friend felt better.

And then, a few hours later, I received a call from Doug McPhail, the owner of The Facial Shoppe. He was just checking to be sure that I was satisfied with how his store had handled my minor crisis, and wanted me to know that he would be happy to reschedule the appointment whenever I was ready.

That extra step blew me out of the water! Although most businesses rely on word of mouth and the goodwill of their customers, it seems that quite often it is the customer, not the business, who has to yield, make a compromise or pay a cancellation fee.

I fully expected The Facial Shoppe to charge me for at least one of the facials – after all, I had taken up two appointments that could have been used for someone else. It was doubtful that they filled those spots because of the short notice I gave them. The store (and the owner) had a choice – would they demand a cancellation fee or use this as an opportunity to create customer goodwill? Because of events over which I had no control, Doug McPhail was given an opportunity to express his concern, exhibit cooperation and understanding, and solidify a budding relationship. And to have the owner actually take the time to call me and have a pleasant conversation was the icing on an already lovely cake.

My friend got better, we made it through the holidays, and rescheduled our facials. Once again, the cycle of great customer service was ignited, and we had a wonderfully relaxing and enjoyable experience. Well-qualified, licensed aestheticians gave each of us a soothing facial. They explained each step, the products they used and the results that we should expect. We left feeling rejuvenated (and younger!), and promised Doug that we would tell all of our friends about his wonderful store.

So if you ever need to give someone in Dallas something extra special, think about a visit to The Facial Shoppe. Gift certificates are also available online. The store is conveniently located in the Preston Royal Shopping Center, on the northeast corner, next to Larry North Fitness. Check them out online at www.thefacialshoppe.com For more information about their services, and the different memberships that are available (pay $199.00 a year, and enjoy unlimited facials and full body massages for only $39.00).

Be sure to tell them that you first heard about them in Waxahachie Journal!