Toru has been cutting my hair for 4 years, so when I arrived to find that I had been booked with Tory, I was not at all happy especially since I live on the Big Island. Your receptionist stepped in and asked Rose if she would take over, which she did. Rose did a very, very good job cutting my hair and giving me wonderfully special treatment when later washing my hair. She told me that she even checks the calendar to make sure her clients are not scheduled with other people.
I strongly suggest that you create a database that contains the names of all your clients and who cuts their hair, how often, etc. so you have a record of your customers. This will prevent this mistake from happening again, show you trends as to how long clients stay with who, and reveal who might need a reminder for what.
As for me, I will now book my appointments directly with Toru so that this does not happen again when I come to your salon.
Aloha Joan! We are so sorry about the mix up, but we are happy that Rosemary was able to take good care of you. We value your insightful feedback and have started to make the necessary adjustments with our front desk staff so that this hopefully won't happen to another client in the future. We look forward to seeing you again soon.