So glad you're open to feedback. I'm in the service industry and teach customer service courses. I want to comment on a couple of things I've observed.
The front end staff - fake, phoney, nice 'cause they have to; not because they want to. There's an air of attitude - aloof. The front end should be relatable to their clientele. Not uppity snobs. They're glorified cashiers for gods sake. It's as easy as ' a genuine smile when I approach them, look me in the eye, listen to what I say, react accordingly.' Send in an anonymous mystery shopper to sit on the couch and observe. Bet you'll get the same feedback.
Coupons- I keep getting them but when I bring them out they tell me I can't use them, at least not at their store. So that's kinds of pointless, isn't it? Send me coupons to encourage me to go to another location? So much for repeat business.
I didn't have the friendliest aesthetician. Would it kill her to smile? Perhaps it's an idea for her to establish - is this a spa, quiet customer or an outing, talk with me customer? I don't remember any soothing music playing. That's always a nice touch. I think that was missing.
Did I get what I want? Yup.
Will I be back? Not sure.
There are other options.