Last week I treated myself a mini-spa treatment courtesy of Groupon. It was for a 75 minute session of foot reflexology and massage. I’d never been to the spa before, so I did not know what to expect.
I was greeted and told to sit down. When my appointed time arrived, I was escorted into a large room with comfy chairs and other patrons either leaning over a pillow getting a back massage or sitting in the chair getting the foot treatment. I was asked to lean over a footstool with a pillow and put my feet in a bucket of tea to soak. The lady then proceeded to give me a back massage. I must admit, leaning over the pillow was not the most comfortable thing.
Next thing was she put in the chair, and gave me a foot treatment. After that she disappeared for about 5 minutes. I’m wondering what’s going on – I still have 30 minutes left. I think you can get the picture here now that I had no idea what was going to happen as there was basically no communication. I certainly guess I could have asked, but given I was supposed to be in “spa” mode, I never got around to it.
Once she returned, I was then brought into the massage room for the final treatment. At this point I’m sure you are thinking “why am I reading this and what does this have to do with business process or communication.” Well, I’m getting to that!
During the experience I realized that by not given me a simple roadmap of what was going to happen for the next 75 minutes that I was left a little edgy and not quite enjoying the overall experience. It made me think about the research I do at Gartner which helps clients understand how to communicate and the value of that – whether it’s internally with their employees to let them know what’s going on, or externally with their customers.
Overall I had a lovely experience (after it was all over) but had there been better communication DURING the session it would have made that portion more enjoyable. So – I’m still convinced that communication is vitally important, regardless of what you are doing, and even more so for us in our daily business lives. Sometimes it’s good to be reminded!