Staunton School Of Cosmetology

The Staunton School of Cosmetology has reviewed the complaint submitted on 4/19/2014. The complaint involved a
customer service issue of concern to a client.
The customer complained that the receptionist was rude when she asked her what she wanted to have done when she
signed in for a service....

The school receptionist will ask the client "What do you want to have done today". This is
necessary in assigning services to the students. I spoke with the receptionist and she stated that she in no way meant
any offence in asking the client about the service. We discussed the importance of excellent customer service and being
mindful of everything that is said to the client. The client also said that she gave the receptionist $6.50 for a shampoo. I
personally reviewed the client ticket and she paid $6.50 for a shampoo and blow dry style. She received a shampoo and
blow dry from the student on that day. All services include a shampoo and basic conditioner; these products are on all of
the shampoo stations. If a client requests a deep conditioning treatment for a particular hair care problem they may be
having, that would be an additional cost to the client. All "specialty Treatments" are additional. The student that
performed her service has graduated from school and we were unable to discuss this with her. The client also said the
student used inappropriate language and was talking and laughing with other students. The clinic area of the school has
a Licensed Instructor for each class; the Instructor oversees the student's work and professional behavior. If a client
observes any inappropriate conversations or in any way feels their service was not satisfactory a staff member should be
notified so the problem can be corrected immediately. The Instructor would at that point meet with the student about
the incident and follow school procedure in correcting any situation. Customer service and professional behavior are
part of the curriculum that the students learn in the Cosmetology Course. The teaching staff is prompt in correcting any
situations if they are reported to them. The receptionist said that this client called five or more times at the end of the
school day, this in part because the customer's phone did not keep a connection. The receptionist told her if she had
further concerns she should talk with the main office. The client stated that the receptionist told her not to come back
to the school. I spoke with the receptionist and she said the client told her that the customers sister said she should not
come back, at that point the receptionist told her if she was not satisfied with our services she may want to find a salon
where she was comfortable. The office and instructors were not contacted by this client. Staunton School of
Cosmetology's mission is to educate the student to become gainfully employed and successful in the Cosmetology
Industry. We know the clients are a vital part to the learning process and we train our staff to lead by example. We feel
it unfortunate that this incident was not reported promptly when the student was attending. If the circumstances were
to be found valid we would have addressed this immediately. This complaint was about customer service, the client did
not complain about the style she received that was checked by the Instructor before she left. The school will refund the
amount of $6.50 . We know she will be successful in finding a Professional Stylist to meet her hair care needs.
Staunton School of Cosmetology

Review: 1. First complaint (I was received very rudely by Ms. [redacted] "What do you want"

2. Gave her $6.50 in advance for a shampoo only (which included shampoo (not conditioner)

3. When the student took me to the shampoo bowel, I asked her name, she said "what's it to you" I said no more !

4. I said please condition my hair & shampoo it. She said no! Do you have $1.00 for a bottle of conditioner, I said no but do I keep the bottle, she replied no-way, cheap-skate !

5. While shampooing my hair she was talking rough, derogatory [redacted] talk

6. I thought this place is scaring me, what in the work is going on!

7. Proceeded to blow-dry my hair with a real rough bristle brush loaded with hair and pulled real rough.

8. I could see I whas being bullied because when I look in the mirror, another young student was looking at me and pointing and laughing right along with her (the hair dresser)

9. Upon leaving she make a derogatory statement about my weight

10. I called Ms. [redacted], explained the situation to her. She replied my girls don't act like that. My girlfriend from the church and others have said they received the same cruel treatment. I was told not to come back to the shop!Desired Settlement: I would like my $6.50 back

Business

Response:

The Staunton School of Cosmetology has reviewed the complaint submitted on 4/19/2014. The complaint involved a

customer service issue of concern to a client.

The customer complained that the receptionist was rude when she asked her what she wanted to have done when she

signed in for a service. The school receptionist will ask the client "What do you want to have done today". This is

necessary in assigning services to the students. I spoke with the receptionist and she stated that she in no way meant

any offence in asking the client about the service. We discussed the importance of excellent customer service and being

mindful of everything that is said to the client. The client also said that she gave the receptionist $6.50 for a shampoo. I

personally reviewed the client ticket and she paid $6.50 for a shampoo and blow dry style. She received a shampoo and

blow dry from the student on that day. All services include a shampoo and basic conditioner; these products are on all of

the shampoo stations. If a client requests a deep conditioning treatment for a particular hair care problem they may be

having, that would be an additional cost to the client. All "specialty Treatments" are additional. The student that

performed her service has graduated from school and we were unable to discuss this with her. The client also said the

student used inappropriate language and was talking and laughing with other students. The clinic area of the school has

a Licensed Instructor for each class; the Instructor oversees the student's work and professional behavior. If a client

observes any inappropriate conversations or in any way feels their service was not satisfactory a staff member should be

notified so the problem can be corrected immediately. The Instructor would at that point meet with the student about

the incident and follow school procedure in correcting any situation. Customer service and professional behavior are

part of the curriculum that the students learn in the Cosmetology Course. The teaching staff is prompt in correcting any

situations if they are reported to them. The receptionist said that this client called five or more times at the end of the

school day, this in part because the customer's phone did not keep a connection. The receptionist told her if she had

further concerns she should talk with the main office. The client stated that the receptionist told her not to come back

to the school. I spoke with the receptionist and she said the client told her that the customers sister said she should not

come back, at that point the receptionist told her if she was not satisfied with our services she may want to find a salon

where she was comfortable. The office and instructors were not contacted by this client. Staunton School of

Cosmetology's mission is to educate the student to become gainfully employed and successful in the Cosmetology

Industry. We know the clients are a vital part to the learning process and we train our staff to lead by example. We feel

it unfortunate that this incident was not reported promptly when the student was attending. If the circumstances were

to be found valid we would have addressed this immediately. This complaint was about customer service, the client did

not complain about the style she received that was checked by the Instructor before she left. The school will refund the

amount of $6.50 . We know she will be successful in finding a Professional Stylist to meet her hair care needs.

Staunton School of Cosmetology