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    PINKHOPE   116,114
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An apology means so much...


Wednesday, January 09, 2013

The phone rang just a bit ago. I didn't recognize the caller ID. It was the salon owner. My letter had been buried in a stack of mail (I'm sure everyone gets inundated at the holidays) and the salon owner only read it last night. She said it impacted her to the point she shared it with the staff in their meeting (without using my name).

She explained how their "gift" program was intended to work and the errors in her "marketing strategies" versus "customer appreciation". She was very apologetic and very contrite. We both cried. She agreed the receptionist needed some training in how to work with people.

There was to have been a free gift of service (EVERY client in December was to receive something they hadn't before - maybe an eyebrow shaping, a hot-oil treatment, a foot massage etc. ) She said she asked my stylist and she said that to be honest she thinks she may have forgotten. She was juggling 2 appts. doing a wash/blow out while my color was processing.

I believe it was an honest oversight by her in that she is a lovely young woman whom I care about deeply. The salon owner said my account has now been tagged such that I won't have an associate doing shampoo, blow dry etc. From now on my stylist alone will do my hair from start to finish.

The salon owner explained that she has redone her entire Valentine's promotion due to my letter. She realized it could have the same effect and was thankful for my letter in showing her the potential downside. She wants to come to my home on Friday and again offer a personal apology. I think she is sincere. As I stated before... it wasn't what was in the bag it was the way I was dismissed.

emoticon What is the lesson to be learned from this whole episode?

1) Treat others as you want to be treated.

2) Look for inner beauty. Just like you can't judge a book by a cover you can't judge people by their size, skin color, age, gender or financial status in life.

3) Never be afraid to speak up when you are mistreated. We have to educate those that are lacking in life skills.

4) Know that sometimes you are the "agent for change". As painful as this episode was it has created CHANGE. Sometimes we have to be the catalyst. We have to be the one who takes the offense and uses it to bring about RIGHT attitudes!

Tears are good - both of us shed quite a few. She did the right thing. She admitted there was an offense, corrected it, apologized and assured me that it will never happen again. That's all I wanted. I just needed to hear "I'm sorry". As I said before, it wasn't what was in the bag. It was what was in the HEART!

I'm looking forward to her Valentine's Day promotion. I think it may be a HEART event!

Pressing On!

P.S. I'm really glad I don't have to find a new stylist. I'm horrid with hair! Ha!
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Member Comments About This Blog Post:
PAMAPPLE 1/12/2013 9:51AM

    I'm so glad that the salon owner gave you a well-deserved apology and you asserted yourself to let her know the situation so that she could improve her relationships with her customers. emoticon emoticon

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IMSOOZEEQ 1/11/2013 7:17AM

    emoticon I am glad things worked out.

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FRANCES-AGAPE 1/10/2013 10:08PM

    emoticon

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It's a Win - Win situation for all

YOU are a Great customer
and
She sounds like a Great owner



Have a Fabulous Friday !

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LOVE and BLESSINGS !

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AUSFAM 1/10/2013 1:18PM

    Happy that things have turned out for the better and proud of you for taking action instead of simply sitting by. It's a lot easier to simply sit by and sulk about it. Excellent reflection and I'm so relieved this has had a positive ending!

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GINGERHAWK 1/10/2013 10:54AM

    I'm so happy that the salon owner took the actions she did, it sounded sincere and gracious. Clearly she values you as a client to her business. Good for you for taking the time to point on the issue so that it could be addressed. Thanks also for sharing your story, there were some important lessons for us all!

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SUZIEW27 1/10/2013 10:48AM

    I'm so glad you heard from the salon owner!! Now, that's some good closure. It sounds like she has really taken to heart what you shared with her and wants to improve her business and her staff!! You are AMAZING!!

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MYTHMYTH 1/10/2013 8:44AM

    Now THAT is a happy ending!

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B-FLAT 1/10/2013 8:34AM

    So happy to hear that she made things right. Your #3 is a good lesson to me. I am the kind of person who lays down and lets others walk on them rather than face conflict. I'm glad you stood up proudly for yourself!!

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THEMRSH 1/10/2013 7:54AM

    Oh this is wonderful! Wonderful that you were finally contacted and got the closure you needed and so wonderful that you wrote out this blog with such fantastic reminders!

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COOKIE_AT_51 1/10/2013 7:41AM

    emoticon to you ... the world can be such a cruel place (I had just read another sparker's blog about being ridiculed as a child about being fat). I am glad that the owner saw the impact this had on you and hopefully what could happen to other customers.
I am emoticon that you had to encounter this situation because you have come SO FAR and you are absolutely emoticon
You used the strength emoticon you have gained to get through this and rose above the situation by first, not going on a binge, and second bringing it to the attention of the owner.
I hope your future visits to this salon are what they should be, relaxing and re-energizing!


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PINKANGEL73 1/10/2013 6:55AM

    Glad you got to the truth of the matter and got your apology. Would have been a shame to switch salon and stylist because of one poorly trained receptionist. I'm sure the salon owner is glad you highlighted the issue because it would be the last thing she wanted to happen especially to a long standing customer.

Well done for speaking out in a good way. emoticon

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FITNHEALTHYKAL 1/10/2013 5:51AM

    emoticon Your sincere and calmly stated letter helped her business immensely Suzanne. She can't be everywhere and see everything that occurs and you enabled her to see something that impacted her business in far reaching ways. It is unfortunate that we have a tendency to speak to one or two people of a positive event but many more of a negative event resulting in much more far reaching impact for negative. This time you are impacting her business GREATLY for the GOOD! emoticon

Comment edited on: 1/10/2013 5:51:37 AM

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EVER-HOPEFUL 1/10/2013 5:26AM

    so glad it is all sorted out now my love. emoticon

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RUNNERRACHEL 1/10/2013 3:23AM

    Glad this got resolved. It seems you were the catalyst for change. Bravo for standing up for yourself and not letting this go unnoticed.

Do you get the Christmas gift/bonus?

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LYNMEINDERS 1/10/2013 12:09AM

    Woohoo...thats so awesome....
I am so pleased to hear that there is still integrity out there in the business world....
I am so stoked for you....so glad you followed through....
I am getting good at that as well these days.....

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FUSIONFITNESS3 1/9/2013 11:39PM

    emoticon news

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COCK-ROBIN 1/9/2013 10:40PM

    I'm glad for your good news!

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MUSOLF6 1/9/2013 9:19PM

    emoticon emoticon

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DANILYNNG 1/9/2013 9:00PM

    emoticon

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SAMI199 1/9/2013 8:39PM

    emoticon emoticon

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L*I*T*A* 1/9/2013 8:15PM

    awesome news!!!

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BARBARAROSE54 1/9/2013 7:25PM

    emoticon

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RHONDALYN10 1/9/2013 6:51PM

    Such wonderful news! And the best part is you complained in the right way.....you weren't nasty or demanding. Truly, most business managers want to know if there is a problem so they can correct it. What a great learning tool you gave her!
And double WOOHOO on not having to find a new stylist!!

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TRISTAROSE 1/9/2013 6:09PM

    emoticon Great news!

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MOM-MOM8 1/9/2013 6:07PM

    emoticon emoticon resolution all the way around!

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DEE797 1/9/2013 5:58PM

    So glad you heard from the salon owner and things are in the works to change how they do things. emoticon

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JEANNETTE59 1/9/2013 5:40PM

  emoticon Please report back after the Valentine's Day Promotion.

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LUVSBULLDOGS 1/9/2013 5:37PM

    I'm glad you've finally gotten an answer from the owner and everything is satisfactory now. I'm sorry your feelings were hurt so badly.

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JENAE954 1/9/2013 5:21PM

  emoticon
This was a win win situation.
You stylist gained great insight from you and your voice was heard to your satisfaction.
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WORLDSERIES11 1/9/2013 5:20PM

    So glad you got the happy ending that you needed and deserved. emoticon

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AHTRAP 1/9/2013 5:07PM

    Score one for the squeaky wheel. Glad you spoke up, and glad that the owner responded appropriately, and you don't need to worry about whether some new place would be as good as the "old place".

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GOING-STRONG 1/9/2013 4:58PM

    Wonderful news indeedy!

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GFYOGAMOM 1/9/2013 4:57PM

    {{HUGS}} I am SO GLAD this had a positive outcome!! We love you and that comes from our....
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BLUE42DOWN 1/9/2013 4:36PM

    emoticon

That is very good news. Definitely it is important for us to speak up when we are mistreated (as well as speak up if we see others mistreated who might not have the courage to speak up for themselves). Let's hope the receptionist takes it as a lesson and learns, but if not, it will be her heart that is lacking.

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MYUTMOST4HIM 1/9/2013 4:34PM

    emoticon

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