It’s not often that I experience such poor customer service that I’m motivated to write about it, but a recent incident with a hair salon did just the trick.
I don’t know about the rest of the country, but there have been “male-oriented” hair salons popping up all over Cleveland like toadstools. They typically feature bars inside, along with comfortable leather couches, plasma screen TVs and classic rock blaring from ceiling-mounted speakers.
I’ve tried just about every hair cutting establishment around, from the low-priced franchise stores to the high-end salon and spas, so I thought it was time to try this place specifically geared toward guys.
When I walked in, they didn’t ask for my name or what I was there for. Instead, they asked if I wanted a beverage. In case you think that’s what I’m going to complain about, think again. In my mind, you can do no wrong if you offer me a beer.
The experience overall was a good one. The haircut turned out pretty decent and the stylist was nice. It’s what happened five weeks later when I called to make another appointment that set me off.
I found out they didn’t open till 10 a.m., so I called at 10:30 and no one answered. This kind of irked me. But still, I gave them a pass, thinking maybe they were busy. So I left a message, stating my name and what day and time I wanted to come in.
What happened next, or more specifically what didn’t happen next, really upset me. No phone call back. Nothing. Nada. Zip. Zilch. In my mind, they had one day to call me back that day. Even if they had called me back the next day, the damage would have been done. But they didn’t. They never called at all.
I won’t rule out ever patronizing this business again, but I haven’t been back since this experience.
The lesson to all businesses? Make sure someone answers the phone during business hours. Or at least that someone returns a customer’s message promptly.