I just noticed for the first time on my appointment confirmation that salon charges a 3% "experience fee," which struck me as odd because the experience itself is quite basic. There is no elevated atmosphere or amenities, and the service I've received has been fairly standard for any salon. When I asked the owner what the experience fee actually covered, she cited the robe and a neck massage, although I have never received a neck massage or any Aveda amenities.
I told her that, from a customer experience perspective, I thought it would be far better to simply increase prices by 3% rather than add a separate fee that makes customers wonder what additional "experience" they're paying for. I wasn't asking for a refund, nor was I rude or irate. I know I'm not a 'high value' client to them but I was simply giving direct feedback as a paying customer. Her response was that she would never remove the fee and that I shouldn't come in for my appointment today or ever come back.
Businesses are certainly entitled to set their own pricing and fees. Customers are equally entitled to ask what those fees are for. It's certainly not about the money; what bothered me was the response to a reasonable question from a customer and her willingness to lose a client over a few dollars. VERY WEIRD FOR AN @AVEDA SALON. read more