Said client has complained at almost every appointment about our front desk staff . She claims they either never call her back or wont give her the time she wants(which is sometimes not available) or they told her the wrong time or day...She gets nasty on the phone to whoever she speaks to . I...
know my front desk staff handles things well as we dont have these complaints .Quite the opposite people love them as they will accomodate everyone as best they can.These two women have been with us for 10-15 yrs at one point she told me I should fire them both. I have apologized several times to her to keep her happy.
The day she called back she was mad as she said we never called her back and if we didnt want her business she would take it elsewhere then demanded to talk to her stylist about her appointment not about hair loss. We did return her call on Thurs Aug 27 and left a message to get back to us to schedule her appointment. We did not hear back until a week later.
I did not make a scene, she was at her stylists station in the back of the salon and there was another client in the front of the salon. Her stylist was consulting with her and had not started her hair at all . Once again I apologized and said we do not have these issues with anyone else and asked her to please not be rude to my staff when she calls,all in a calm voice. At that point she responded that this would be her last appointment and she would take her business somewhere else. I replied that that was her choice but I was not asking her to do that only to not be rude when she called.
I never said some of the things she is claiming and thought I handled it in a proffessional manner. I was not aggressive or argumentative. In fact I walked away at that point and her service started.I have been in this business for 43 yrs and owned my own for 15 and have never had acomplaint of this nature before .We have a 99%satisfaction rating with Demandforce.
I will issue her a full refund even though I know she was happy with her service and that is what she paid for. Please let me know how to go about doing this if there is any protocol to follow . I would appreciate a follow up so I can put this to rest.
Thank you please contact me if you have any questions regarding this matter,
DeborahMagda Debora Salon440-708-0145
Said client has complained at almost every appointment about our front desk staff . She claims they either never call her back or wont give her the time she wants(which is sometimes not available) or they told her the wrong time or day...She gets nasty on the phone to whoever she speaks to . I...
know my front desk staff handles things well as we dont have these complaints .Quite the opposite people love them as they will accomodate everyone as best they can.These two women have been with us for 10-15 yrs at one point she told me I should fire them both. I have apologized several times to her to keep her happy.
The day she called back she was mad as she said we never called her back and if we didnt want her business she would take it elsewhere then demanded to talk to her stylist about her appointment not about hair loss. We did return her call on Thurs Aug 27 and left a message to get back to us to schedule her appointment. We did not hear back until a week later.
I did not make a scene, she was at her stylists station in the back of the salon and there was another client in the front of the salon. Her stylist was consulting with her and had not started her hair at all . Once again I apologized and said we do not have these issues with anyone else and asked her to please not be rude to my staff when she calls,all in a calm voice. At that point she responded that this would be her last appointment and she would take her business somewhere else. I replied that that was her choice but I was not asking her to do that only to not be rude when she called.
I never said some of the things she is claiming and thought I handled it in a proffessional manner. I was not aggressive or argumentative. In fact I walked away at that point and her service started.I have been in this business for 43 yrs and owned my own for 15 and have never had acomplaint of this nature before .We have a 99%satisfaction rating with Demandforce.
I will issue her a full refund even though I know she was happy with her service and that is what she paid for. Please let me know how to go about doing this if there is any protocol to follow . I would appreciate a follow up so I can put this to rest.
Thank you please contact me if you have any questions regarding this matter,
DeborahMagda Debora Salon440-708-0145