I’m the customer, so shouldn’t I expect some service?
I sat in the chair, staring at her in the reflection of the big mirror, mouth agape.
Are you kidding me? I took a day off for this.
It was my first visit to this big, busy salon, my first date with this stylist. Unless, of course, you count the “hair consultation” the salon insisted I attend ahead of this appointment. The hair consultation in which I explained to this same stylist that I was hoping to tone down the blond brightness of my ‘do and she seemed to have a plan to get us there.
But on this day it was as if we’d never met, as if I hadn’t found time two months earlier to attend the mandatory consultation. She assumed I wanted to go blonder, brighter (save the obvious jokes, please). She seemed annoyed, rushed. How could she be expected to remember what we discussed two month earlier, she sniffed.
And then, after arguing (yes) and batting about possible options for 10 minutes or so (in which I finally acquiesced, agreeing to go blonder just so we could get on with it), she informed me she no longer had time to do my hair that day.
Let me reiterate. I took a day off specifically to get my hair done, assuming it would take all afternoon. The stylist, annoyed that I resisted the colour treatment she proposed, then claimed she no longer had time to do my hair that day. While I was already sitting in the chair.
It was my fault. Or the receptionist’s fault. Or someone else’s fault for not booking enough time, she said. When I told her I didn’t appreciate her accusatory tone, she softened slightly, offering to cut my hair (no colour) in an hour’s time, free of charge.
I returned an hour later. I sat five feet from her station for 15 to 20 minutes before she acknowledged me. She then moved me to the washing station, where I sat alone for another five minutes. And that’s when I walked out.
A few days later, after I’d cooled down, I emailed the owner of the salon and told her my story. She was sorry I had a bad experience in her salon, she replied. And to make it up to me, she could book me with another stylist and offer me 25 per cent off hair product purchases. I didn’t even bother responding. But this episode, this example of appalling customer service, is just one of many I’ve experienced lately. In the past year, bad customer service has been epidemic. Epidemic. And I get that I can be pickier and more particular than some. But why should I succumb to a service provider’s whims, just to make her day easier? Aren’t I paying her for to do a specific job? Isn’t it her job to deal with clients? To accommodate clients’ wishes? And again, please take my money. All I ask is that you do the job you were hired to do.
In the past year I fired a dog walking service for accusing me of lying when they forgot to book a pet sitter for a planned weekend away, after I’d sent three reminders/requests and was previously assured I was booked.
I also had to ask that a flooring installer not return to my home because he was so rude and disrespectful, I was worried about leaving him alone while I was at work.
I can’t tell you how many services I’ve called to clean out eavestroughs (only one ever showed up, did half the job and left).
I contacted six different landscape companies to do some work in my tiny backyard. Two responded. One gave me a quote and, yes, did the work.
And I’m not even going to get into the tiny daily micro-interactions with customer service people at shops, restaurants, what have you. On a day chock full of errands, I’m sure to become annoyed by at least one.
And yes, occasionally I do find a gem. And when I do, I stick with them like a tween to a PokeStop. But to all the others, I’ll vote with my dollars and remember to critique them in online reviews.