Salon services... do you/would you complain? Have you?

Sunday musing...

I go and get a pedicure once every 2 -3 weeks or so. It's not that expensive, it's relaxing, and I just go to the mall, grab a coffee and go to my usual place. I go so often that they recognise when I've had a haircut etc.

Today I left disappointed for the first time and so I said something. The girl was *lazy*. She skipped half the steps (i made her go back and do some) and was just apathetic and half hearted about the whole thing. My thing is, when I pay for a product or service I should be able to expect consistency. The manager was really good about it but it got me thinking...

Do other people complain in these situations? Do you? I feel that if you're willing to complain you have to be willing to do the opposite, so I always point out really good service as well but I don't tend to let noticeably poor things slide. When I was teaching everybody thought they got a say in how I did my job; now that I'm in specialist customer service I make a point out of ensuring everyone gets a quality experience, and it irks me when people are so slapdash about their jobs

I complain nicely, and I also point out the things the person did do well, but i complain.

Do you?

side note: i don't want this to become about mall nail places. I've been every couple of weeks for YEARS. They're fine. I don't want this to get all 'well you should go to a proper place' - the rest of the girls there are great; it IS a proper place.

I don't really go to salons, only my one beauty therapist. Well, I'm not really one for complaining to businesses, I usually just accept bad practice/poor service are an Oamaru thing, but today I got online and complained about two businesses to their head offices. One because  I've been waiting for six weeks to be contacted in regard to getting a heat pump, and the other because I'm sick of both of the local supermarkets advertising products at a reduced price, and then getting home to find I've been charged full price. This happens to me almost every time I go into a supermarket and has happened to me at The Warehouse lately as well. So, long answer, yep, I'm up for complaining about bad service from anywhere from now on!

I compliment more often than I complain, even though I come across poor service more often than quality service. If I am unhappy with the service, I usually just don't go back. However, yours is perhaps a different scenario as you obviously enjoy going to that salon, so better to rectify it so that you can continue to visit it. I'm not sure why I don't complain - I just don't. 

Have you seen the ad on tele about how NZers just put up with things Chelseaadelaide? I think it's correct. I think we don't like to complain, maybe because it's a small country and everyone knows everyone (kind-of). I like to call a manager if I get good service but it just occured to me that I haven't called anyone for ages. It seems good service is getting more rare!

If you have been going there for a very long time and you are a regular, then all the more to speak up about your experience hun, they will appreciate it more. The girl could have just been having an off day, as we all tend to do now adays, but bringing their attention to the sloppy service you've had this time, will hopefully make them realise that they don't want their regulars to leave because of a one-off incident.  I alway give anyone the benefit of the doubt in case something has happened that has clowded someones mind that day.

Glad it hasn't put you off going again and hopefully your next visit will be better.  Awesome that you also point out the good points too as then your complaint is seen as a genuine one x 

I often wish I had the confidence to complain at the time an issue happens, but I don't.  I have written an email after a couple of times to sort things out.

I say complain away and vote with your wallet but that's not always an option. In small towns I guess there is a monopoly to an extent simply due to population. Sometimes the complaint will fix the issue and help improve service. Sometimes there is nothing we can do, eg having to wait for roof repairs before fixing the inside.

I'm still waiting on a call back on a complaint I made to Vodafone over a month ago, I see where my Monday night will be now. I was promised a call back the next day on my mobile.

I don't usually  complain but  I don't go back . If it is a place I usually go to I think you are right to complain and in the end you are being fair to the business as it gives them a chance to rectify.

really interesting discussion!

Maree yeah NZers often feel like complaining is rude, and it's not. Whinging uneccessarily and making it personal and negative is rude, but saying 'hey look i'm a paying customer and the service isn't appropriate' is fair enough, and people react to that.

I never thought of it as a confidence thing. I think of it more as 'I've managed people and would rather I knew when they weren't doing what I expect so I can fix it, so I tell people' kinda way, personally.

The 'vote with your feet/wallet' idea is fair, but at the end of the day I kinda think that if it's somewhere I know the service standards are good and this is anomalistic then putting myself out by finding somewhere else to go when it could be fixed by mentioning it seems a little like cutting off my nose to spite my face.

I HAVE changed providers before when it's all been a bit too common - including a doctor who told me i was just a melodramatic teenager with hypochondria and therefore caused my *chronic blood disorder* to go undiagnosed in the early stages....

I recently got my hair done. Full head of foils with Toner and cut . After sitting for 3 hours I wasn't happy with the outcome of my hair. Can't really see the streaks. I wish I had complained. I tried to get into Cut above but they were booked out. I definately won't be going back there.

how long ago, Macs? I'd go back tbh. I've found hair dressers in Akl to be really hit or miss. I actually go to a cheaper place now and I'm REALLY clear about what i want, and generally get what i'm after for a better price. My latest cut, colour and foils was only about $200 and i'm very happy with it

I have anxiety issues, so saying it to someone's face is really hard for me, that's where I lack the confidence.  I feel confident in the way I communicate when I email though, so that's a good follow up for me.  I have made complaints with food service before, but that was when I was with other disappointed people. 

That's a good point about managing people though,  I would rather know if someone wasn't meeting requirements. 

I got mine about 2 weeks ago. Yeah I paid $200 for mine with ghd finish. I definately will complain at my next visit if it happen again. I'll report back on how it goes. 

I believe in good customer service (the treat people how you'd want to be treated, I think is a good rule to apply).

I don't generally complain unless it's really bad customer service though, because I don't have time and it won't change anything (usually).

I find that I lose my confidence to complain when I'm at a beauty related business. If food is really bad I'll usually complain and if my coffee is beyond drinkable I'll ask for a new one, but in terms of salons...I guess a lot of the time I say to myself that they're the professionals, so maybe I'm being too picky. Like, they know better than I do, so who am I to question.  Usually later that day I admit to myself that I should've said something because now I'm seriously regretting this new haircut or my manicure is already chipping off. 

I always try not to complain which is bad because I am not always happy with the job they do 

After reading all the comments it makes me realise we should complain if the service or product is not up to standard. As long as we are honst and our expectations were realistic to start with it is fair on the business too as thye won't know if we don't say and will continue on the same way.If you complain once and the response is not good then it is fair to walk but maybe the business will take on board and look at what they are doing. It is funny I am always happy to compliment but find it hard to complain - Why should honesty be hard ?

I learnt the hard was so now I always check reveiws on the internet like yellow pages or google before going somewhere new for example if I found a good deal or something. Salons can't take them down or turned them off like on Facebook. I was surprised how many people had the same experience. I've seen the advertising a lot lately for new staff but I still don't think I would go back

I usually say nothing at the time but complain bitterly to my husband. I just went and got my hair done this week and when she showed my the back I summoned the courage to say something about how it looked a bit funny and she explained to me that when I pull my hair straight back the front bits look shorter but if I leave it fall naturally it is perfectly seemless the way I like it. So it turns out that there was nothing that a quick question and answer didn't explain.

i think the important thing is complaining constructively. Not 'omg that was the worst thing i ever experienced, you're all idiots' but more 'these are the bits i liked, these are the bits i didn't, unfortunately there are too many 'didn'ts' and i'd like to know what I/you can do about that' isn't argumentative or malicious or callous. It's just honest.

I have crazy high expectations for service, because I have them for myself and don't see why others should be any different. If they'r enot met, I say something, but never as an attack

I'm definitely a 'constructive complainer' lol. I get My Food Bag delivered each week and always email them with photos if there is a problem with the freshness of any produce. If I'm paying someone to pick out my veges for me, I do expect them to be at least as good as what I would pick out for myself in Countdown. As it's a supplier who picks them out for Food Bag, I think it's important that they are made aware of any problems as otherwise they would not know about them. They are always grateful to be informed and always come up with a satisfactory resolution. 

My concerns with lack of customer service from my internet provider in the past means that I now get an amazing discount on my monthly bill. Having worked in customer service for many years in the past, I too have high expectations. Living in Japan, where the customer is still king didn't help. I was shocked when I came back to NZ just how bad customer service can be here. 

Went back today and the same girl was on so I requested a different person and got an epic pedicure for half price :)

Nice! I would never have the guts to speak up - I don't really go to salons, and when I have I've always has a good experience.