I was thrilled to find Brian!
He 'got' my hair! .. or at least He pretended to and I trusted him, completely, until a bad customer service exp. left me misled and waiting ("another 45min.".. another 30min... another hour?") __entire afternoon before leaving without ever having been helped... nor was I given the courtesy of a return phone call by way of apology or explanation for this. . Everyone deserves a second chance.. and apparently the owner & manager had felt that had nothing to do with him?? I returned approx. a year, later, only to find Brian didn't really 'get' my hair after all when he gave me pretty much the same sort of cut He'd criticized.
I had lovely swinging long spaniel ears on either side of my head; it was completely unworkable and exactly the kind of wreck I had spent years growing out & had gone to him to fix in the first place when he had joined me in criticizing the other stylists for not knowing better, also condemning them in saying they would "never own" their mistakes.
He "owned" his by telling me 'his' cut required 'my' hair to be parted differently__?!
(than I do?) My third and 2cnd corrective cut (5th visit to the salon over this one haircut) it was blamed on communication, which is pretty unforgivable given the history and calibre we were dealing with, and for all my effort and returning. Not only was Brian "too busy" to discuss or deal with me between all My efforts to sort this out, but I completely relate to the others complaints of being left waiting, as every time I went to the salon, the girls were having to apologize for this.
But on this particular occasion, I was careful and clear in stating I could only book in If I was "in & out" of the salon by a specified time, due to travel plans.
I was left not just in the waiting room, but then again in Brian's chair for another 3/4 hr with a cold coffee and "0" explanation, while 2 girls tried awkwardly stalling & repeatedly brushing my hair out - apparently on Brian's directive - until it became annoying, and I asked "why"? Terrible customer service!
I can also relate to the product push, which is more conspicuous than any salon I've been to, before, not only because of the tactics -- thrust it into ones hand and say 'you need this!',.. but that nothing Brian's sold me, insisting it 's perfect and just what I need, has ever been a product that I use and enjoy, where as anything I've purchased at other salons was used & well.
The one time I tried lowlights, which we had discussed as an option for the future, (to see how we could blend --"very natural and subtle" is my hair mantra and away from the phony, harsh black and white contrasting I'd been traumatized by - pre-Brian - ) it resulted in what looked like a black jiffy-marker streak... one thin one and one thick one down the side of my head. (far from "natural", or any colour from my 'realm' or range of normal spectrum)
It was surprising and nothing I would try again, but at least Brian knew how to cut my hair, which I loved. Or so I thought., at the time. The last time I left with bangs that looked like a child had cut them (the new stylist thought I'd done it). Oh well _ it takes just a few years to grow out mistakes, right?
And then there's the gossip... and "the "professional ethics" ( how much is it All-Right or O.K. to share certain information when it's gleaned via one's business'?) While I bent over backwards for the chance to speak to - rather than about - him, at some point the frustration goes Somewhere; esp. when you're paying money & time for a service.
As I said, 5x to the salon over one haircut and B's too busy to talk or call.
Well, then, you're too busy for me; and perhaps you should stop boasting about the first-rate customer service. At some point first-rate marketing has to return to first-rate products and service, not just expansion and 'push', while we sit hours waiting for the good haircut that no longer happens, while you're far too 'high' above any criticism to hear it (we'll see how quickly this comment disappears).
I love you Brian but you're never getting near me with scissors _ or a color tube _ again. read more
