Last visit, my hairdresser recommended that I go to a darker shade of hair colouring, that it might do a better job of covering my advancing grey hair. He was right, this shade lasted a lot longer. The problem was that at this latest visit, I couldn't remember what shade it was. They keep records but it didn't indicate a recent change. So I went with dark brown and as I was leaving I noticed I had medium brown written on a sticky note next to the date I wanted for my next appointment. I will decide next time what shade I will stick with.
There was some drama at the hairdresser this visit. I asked the assistant how she was doing and she said the previous day was a nightmare. These 2 sisters came in with their screaming babies, took an hour to decide what one of the sisters wanted to do with her hair and stayed for 4 hours. One sister left midway but one baby was left behind with continued screaming.
Would you believe it, the sisters returned with one baby the next morning while I was there. They complained that they couldn't see the highlights that were put into the sister's hair and wanted it redone. The assistant refused, said there was no problem as far as she could see. My hairdresser, always wanting to please the customer agreed they could come back the next morning to have it redone. The assistant was very upset and said she would not be doing it.
As I left I told the hairdresser that I understood how important it is to please the customer, but that he should make it clear that he would do it again this one time only, regardless of whether they were happy or not. After all, they would not be paying again. He is my hairdresser for the past 30 years, so more of a friend, as is the assistant. I hope this made sense to him.
At some point, the customer is not always right, in my mind.
There was some drama at the hairdresser this visit. I asked the assistant how she was doing and she said the previous day was a nightmare. These 2 sisters came in with their screaming babies, took an hour to decide what one of the sisters wanted to do with her hair and stayed for 4 hours. One sister left midway but one baby was left behind with continued screaming.
Would you believe it, the sisters returned with one baby the next morning while I was there. They complained that they couldn't see the highlights that were put into the sister's hair and wanted it redone. The assistant refused, said there was no problem as far as she could see. My hairdresser, always wanting to please the customer agreed they could come back the next morning to have it redone. The assistant was very upset and said she would not be doing it.
As I left I told the hairdresser that I understood how important it is to please the customer, but that he should make it clear that he would do it again this one time only, regardless of whether they were happy or not. After all, they would not be paying again. He is my hairdresser for the past 30 years, so more of a friend, as is the assistant. I hope this made sense to him.
At some point, the customer is not always right, in my mind.
21 comments:
Some people are just plain rude. Must have been awful for the hairdresser! Hope you are happy with your hair! Hugs, Valerie
90% of the time, they're wrong.
Some customers can be a real nuisance. The other day a customer wanted her ears piercing there and then. She would not come back the following day to collect her ears.
God bless.
If you're into gifting your hairdresser at Christmas, how about one of those signs ... "We reserve the right to refuse service to anyone for any reason".
It's not easy being a hairdresser. My daughter was one before she became a physical therapist.
Inconsiderate, spoiled - some people never grow out of it.
I know some people is terrible, and incosiderate. Hope you are happy with your coour in hair!
Some customers can be very difficult!
There are always terrible people out there!
Sad !
Some customers can be so difficult!
I do hope you are happy with your hair colour.
All the best Jan
i hate that phrase. working retail was hell because of that phrase. the amount of people who would complain about any little thing, even if it was their fault. never again
I had a friend whose tactic was - in a restaurant - to complain vehemently about the meal she had just eaten (she never left much on her plate). I had never found anything wrong but she always had a discount from the manager. After having lunch with her the third time this was the end of it for me. Not only was it embarrassing but I found her behavior totally dishonest and unethical.
I should be getting my haircut today but I'm not because my hairdresser had to suddenly go on disability. Now I have to have someone else cut my hair and I'm afraid I'll look like a mushroom - I keep my hair short. I've recently had two of my doctors retire. You get comfortable with people you know. To your point about the customer being right - I have the same thing in our school office - we bend over backwards to please the parents, even the rude ones. So looking forward to my own retirement!
thanks for your input Lorraine. I do get too comfortable in my routine, I am thinking to the day when my hairdresser retires, it can't be too far away.
very uncomfortable Denise, wow.
haha
Yikes. Doesn't sound like that was fun for anyone.
Your advice made sense.
Yes...and No. I was in customer service since I started working at 16 pretty much ( I am 58 now) and I come from the older teachings....that the customer is always right. When working customer service it is important to keep the customer happy where they will return. BUT, being a human, I have seen where the customer can be a total pain in the ass and in that case you need to handle that customer with gentle hands and by telling this woman that you will redo the hair this time, only this time then you are not doing wrong. Just because you need to treat them with kid gloves you need to set guidelines and rules. These are just my thoughts. My next thought that I wish to throw out there is the quaility of customer services sucks these days.
I agree with you. The hairdresser should have the assistant's back, the customer is not always right.
Gosh. I loathe screaming babies! They could have taken turns babysitting. Good advice you gave. sigh.
i think he did what was right in his opinion ,after such long experience he must know better that which customer deserves which behavior
Post a Comment