As a member with a two-month membership, I had no issues to report until I encountered some unpleasant situations. As customers, we members expect a positive experience from the staff at the front desk. They should be courteous and provide the best service possible. Mistakes can happen, especially when it comes to communication between staff and customers. In these situations, it's important for the staff to address the problem tactfully, without making the customer feel disrespected or losing faith in the service.When I arrived for my lesson today, I realized I had forgotten my personal watch at home, which I had purchased from the company. To my surprise, the front desk staff immediately informed me of a $10 charge to use a watch during the lesson. I found it unreasonable to be charged extra for using an essential piece of equipment required to monitor the class. TO BE ON THE ORANGE COLOR.The staff could have handled the situation with more sensitivity. They should have clearly explained the policy upfront to avoid frustrating the customer. Since the customer was unaware of the policy and had seen others use it in class without being charged, the staff should have acknowledged the potential for miscommunication and reassured the customer that they could still fully enjoy the class for that session, while gently reminding them of the rule and allow me to use the watch for the class. In the past, the customer had forgotten, and a staff member at the front desk had never mentioned the need to pay, which is why they were so surprised by what happened today. A more understanding and considerate approach would have been greatly appreciated, preventing the customer from feeling upset about losing a class they had already paid for. I was disappointed with the front desk staff member, who was clearly unpleasant, as well as the teacher. As the leader of the class, the teacher should have acknowledged me, apologized for the miscommunication, and invited me to stay and enjoy the class and give me the watch. The overall experience was unacceptable.
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