The services I received from your staff were great, I just had problems with the shower area and with the "rewards program." After undressing for a massage, I had to walk through the cold facility to a cold shower room with really cold tiles to take a shower.....and to find there was no shower gel in the shower.
Also, the deal with points expiring at the end of the year is a total rip-off. If you don't value my business, just tell me that up front. Based upon the emptiness of the salon when I was there, I am guessing that it is the business practices rather than any of your service providers who are causing a drop in business and it is your business practices that will mean that I do not refer anyone to you.