Lacks Leadership and Customer Service
I have been a long time patron of this salon, I have grown to appreciate and respect the two professionals with whom I frequent often.
During my last visit, it was evident I was not valued nor respected when I voiced my concerns about the third professional I had an appointment with that day. Although I was not at fault, the management victimized and villianized me for speaking up about how poorly my appointment was handled. No one took accountability and that is what disturbs me the most. No apology and no empathy of how wrong the service went. Where is the integrity and professionalism?
The appointment before me ran several minutes late that by the time I was seen, my appointment time was not only cut short but it was rushed.
A few of the other employees made comments of what was wrong with the service that was provided, it was evident that the service provided was not reasonable when employees were commenting on how it needed to be improved and corrected. It was at the urging of one employee to have my service redone that I agreed to have the service redone. The manager then went on to say that the service provider stayed late, is that accurate? Did the service provider stay late, or was the service provider giving me the time back that was taken from me when the appointment started late?
As a result of me providing constructive feedback, the general manager said I am no longer welcomed back to the salon. Where is their openess to do better for next time? Not once have I ever received a survey of what went right and what can use improvement.
Is having me not return an appropriate and ideal resolution knowing this is a tip and commission based industry? The general manager has essentially cut off a regular stream of income for the other two service providers, are those two service providers ok with no longer having me as a regular? Salons are more than a business it is a community. When patrons are viewed as disposable, the community suffers.
I believe the owners need to reevaluate how their management team is running the day to day operations in addition to how they are leading the staff. There are reviews from prior employees who have voiced their concern over the same general manager.
To the two professionals I am no longer able to see, that was not my choice, the general manager said I am no longer able to patronize the salon even though that appointment had nothing to do with the two of you.
Improve customer service - there is always room to improve a customer's experience.