I've yet to have an overall positive experience at your Folsom location. And at my most recent appointment, yesterday, it was even more disappointing.
The front desk receptionist, Tiffany, was unable to pull up my account, quote an accurate amount for my membership, and was discourteous during the entire 20minute event. When I asked to speak to a manager she said that wasn't possible, because no one was on site. I said that I'd like to contact the district office and she said I'd have to find that by looking online for the phone number myself. (Really?) Then I asked if another manager would be available at another store. Again, she told me I'd have to call them, never offering to call herself. Nonetheless, I did call the Loehman's location and spoke to Emily.
Emily was professional, helpful, and took initiative to help me. She alone was able to remedy the situation by saying SHE would call the Folsom location and speak to Tiffany. Emily, and those customer service driven/like-minded, is who you should have representing your business.
I hope Emily is acknowledged for her customer service and her helpful deamenor. It's unfortunate that she is the rarity, in my experience.