As a repeat client of your salon I have always had a great experience. Unfortunately my last visit did not meet my expectations. Perhaps it was due to having an evening appointment on Thanksgiving eve, but whatever the reason, I was quite disappointed. It started with my stylist, greeting me with the wrong name, continued with an experience that was less than satisfactory. From a cursory hair wash, to being asked how we cut my hair the last time(I have never thought it was my job to recall the technique used to cut my hair) to a very brief trim to a rough blow dry, I felt I was an interruption and not a valued client. From the time I stepped out of my car to when I pulled out of the parking lot a brief 35 minutes had passed. I wasn’t asked if I needed any new product (which I did) and ended with an attempt to make a personal connection as I left, after grabbing my own coat. $72 for a haircut I feel earns me a more attentive and positive experience. While I did make a follow up appointment am not sure I will return.
In fair and complete consideration for your feedback, we would like to express our deepest regrets that your last experience with us was less than satisfactory.
Certainly the timing of your visit is challenging â¦ Thanksgiving Eve is one of our busiest days of the entire year. Being busy is no excuse however for delivering a less than perfect experience.
As you stated, you have been a long-standing client and have always had nothing but good experiences. Although we canât explain nor make excuses for your visit, could you consider that your history proves that we most often do offer the highest standard of customer service?
Time after time you have been pleased with us and clearly; we disappointed you on this one occasion. We build relationships with our clients as we grow together. Relationships are built on history and performance. We always welcome feedback both positive and negative. Positive makes us feel good and negative offers an opportunity for reflection and growth.
If you do decide to consider returning to us for future visits, we hope to show you that we took your comments to heart and made a constructive effort to improve your overall experience.
Also, if you do move forward with us and we donât meet your expectations, give us a chance to course-correct live and in person rather than using a public platform to voice your complaint. That way, we can address the issue immediately and offer solutions to elevate your experience on the spot!
From all of us at DJW salons and especially your stylist, we wish you a pleasant and joy-filled Holiday season.