This is an example of how just One Weak Link can detriment an entire team…read more
Here's what happened....
On a rare occasion I will mention names only for the purposes of management to be aware. Names provided on their website.
Sitting in my styling chair and having Kim take care of me, I was actually quite impressed. Not only was she a delight to deal with but she's an absolute expert at what she does...I received exactly what I was looking for.
I was really enjoying myself...the energy, the vibe and knowing I was in good hands with Kim who was cutting my hair for the first time. I was in this Zen place thinking to myself in my chair ....finally I found my salon.
........................Until
At the end, as I was checking out.....Luna charged me $120. I reminded her that actually Kim's fee for a woman's cut on the website is $100. She mentioned that this is the minimum and that it can increase based on the length of hair, quality of hair...and this and that....which is funny because they call you before the appointment and ask you all that stuff, but don't mention any price increase, until you have to pay....lol
I asked her again and she said, the website is not accurate...
wow...ok....
Anyhoo, I did find it a little disingenuous especially considering that Kim my stylist mentioned it was easy to cut my hair because of how healthy it is...so why the extra charge then?.....
Anyway, moving on....Kim gave me a great cut and she's worth every dollar.
What really pissed me off was something else.....
I was paying cash, and as I handed Luna my bills she asked would you like change back? I said yes. Twice she asked me and then gave me this look like you're not leaving a tip?! She asked me again, you want ALL of it back?...Yes, I said....As I wanted to manage the tip situation with Kim herself upon a little chat before heading out.
What made this even worse was, as Luna was giving me back my change...she dropped every single nickel, dime and Loonie on the desk. Before giving me ....this judgemental look.
Every single minute of that enjoyable experience in that salon before checkout crashed and burned.
Ok....I'll tell you....it wasn't even the money. I felt judged.
I did speak with Kim afterwards outside only to be fair, as I wanted her to know, because she is a great stylist.
However, it is exactly due to people like the front desk girl Luna cashing me out that I will not return here. I'm sad to say.
Hair salons are like any other businesses.
Reception is everything. The first thing the customers experiences and the last thing the customer leaves with...either brings them back or not.
Interestingly,
Upon arrival, the front girl was someone else and her energy and service matched an upscale environment, professional and courteous. Pity for them she wasn't the one at the front as I was leaving.
If you are the reception for the evening, it is not your business how much tip clients leave or choose not to leave.
It is however, your business to problem solve which she didn't do. At all. "The website is not accurate" is all she gave me with a blank stare.
She didn't even attempt to ask or consult my stylist about the fee confusion, or to ask management to look into the matter and honor what could have simply been an honest misunderstanding.
She just dropped my change as you would throw a street performer without a second thought, as to customer satisfaction or your own professional responsibility to the salon and its owner.
If it weren't for Kim's great cut they'd only get 1 star.