I reported to the receptionist that I did not understand why I was paying the amount I normally pay which includes a hair wash and massage when these items in the routine were missed. The receptionist explained that was probably because "we are behind". I explained I failed to understand why my service was reduced because "you were behind". The receptionist said she would make a note in the book and be sure to have my full treatment next time. I like my stylist and generally do not have a problem which is why I am a returning customer, for now. But there is no logic to this explanation and this is no way to treat a loyal (or any) customer.
I am reasonable to understand that schedules get behind so why not explain that up front. I actually asked my stylist, who wetted my hair, if I was not having a wash today? She said it did not need it but she could do it. Her seeming reluctance to not hair wash was accepted by me but that should not result in me paying the full cost that would have taken the extra time and service that I actually enjoy. I suggest you review the process of what to do when the schedule slips and be honest with your customers and do not ask them to pay for services not rendered. Ray Harrington
Ray I am so sorry that our receptionist said that as those services are free. We do not include shampoo or massage as a priced item in your HC, but I spoke with your stylist and it is my understanding you didn't need a shampoo as you had a concert to go to.