SpaMedica Toronto: "We Don't Service Your Kind Here."
Wow. I had my first anti-American experience today in Canada. And I am a little peeved about it.
I was exploring options for laser therapy face treatments in my neighborhood. There are a number of spas within walking distance form me (since I live so close to public transportation), and I called the one right around the corner from my house to see about setting up a consultation to see if I would be a good candidate for a particular treatment.
They were very nice on the phone. We started to set up the appointment, and then it got a little odd. The nice lady (and she was nice) asked me for a credit card number to secure the appointment. The only credit card I had was an American Express.
"Can I give you my American Express," I asked.
"Oh," she informed me, "We don't accept that card. Only Mastercard or Visa."
"Well," I said, "I have a Visa debit card from an old bank account in the States. I can use that for it. But you take debit in the office, right?"
"Yes," she confirmed. "But I have to ask..."
She had something to ask me.
"Yes?" I indicated for her to proceed.
"Are you American?" she inquired.
"Yes," I said. "But I am a Permanent Resident of Canada now. I live here permanently."
"Oh," she said. "I am so sorry. But it is against our policy to see Americans."
"I beg your pardon?" I asked. "You won't see me because I am American?"
"Yes, it is against our policy to see Americans," she confirmed.
"Why?" I asked.
"It is just our policy," she stated.
"But, I live here. I work here. In fact, I do a job many Canadians aren't yet qualified to do. I have a husband who is Canadian. I pay MUCHO taxes here. I own property here. I own property right around the corner from your fancy spa," I explained.
"I am sorry," was all she could say.
I thanked her, because she was very nice. But my only thought was, "This is bullshit! I didn't even vote for that asshole Bush, and I am being discriminated against for being an American!"
So I found an email address for the spa. And I sent an inquiry as to why they don't treat Americans. I made sure to include the link to my blog at the bottom of the email. I got a phone call response within an hour...
It was then explained to me that they couldn't treat Americans because their medical insurance and liability does not cover them seeing American patients. It does not matter if they live in Canada and work here. And the fact that I receive Canadian medical care does not matter either. Since it is a private spa, they don't take OHIP. But their medical insurance specifically does not allow them to cover Americans. Even ones that are Permanent Residents.
I still think it is bullshit. And let's be honest... It really is their loss. I mean, one Google search of my name turns up this blog. And one could easily determine with a few clicks that I really, really, really, really like spa treatments. And have been known to blow a shit load of AMERICAN $$$$$ at spas in Boston.
That is okay though. I have found another spa in my neighborhood that appears to want my business. And it actually has better reviews online. But in case you wondering people... be aware that SpaMedica in Toronto at 66 Avenue Road doesn't service Americans.
Comments
I am not sure if they meant all other "Canadian" citizens, or all other nationalities.
Josee
The could have easily said, for example, "I'm sorry ma'am. We don't have the capability to accept American credit cards. It mist be attached to a Canadian address."
That would have prevented any offense. Because at the time, I didn't have a credit card for Canada. But instead, they took the route of, "Oh we don't service Americans."
That is pure discrimination of a nationality. No matter how you try to reason it, Anonymous.
I realize that a Google search of the spa tends to show this post high up in the search results. And thus, you are likely concerned that this is impacting the potential for the spa.
What I would recommend is that you realize the impact that social media and content have in this world. Customer service extends beyond what happens on the phone or in the spa. Small businesses need to begin to interact with consumers and build up their relationship with their audience (potential customers) in the digital space.
Create a Facebook page... a blog... a Twitter, a Google+ account... AND ACTUALLY POST CONTENT AND INTERACT WITH CONSUMERS! (Which I see they are starting to do.)
That's free advice right there, from a professional in the digital space.
Once you do that, my blog post will get pushed down in the search results over time. Don't waste your time battling a blog post from three years ago from an odd customer service experience... Build up your customer experience with other consumers.