20/08/2020
Dear Facebook friends, normally I don't bother to answer disgruntled reviews. And strangely the ones we get are never about haircuts or colours. They are from people, who through aggressive or disrespecting behaviour towards our employees, we refuse to serve in the saloon.
Ms. Florax called the saloon on the 16 of August in distress with chunky highlights she had gotten from a undisclosed hairstylist. She was the 3 rd person to call that day with a similar situation. The first 2 we had already squeezed that same day into our schedule. But we told ms. Florax she could come by and we would see what we could do. Coming by that day, she was very sweet but nervous. Seeing the problem, we offered to squeeze her in the day after. Normally there is a 3 week wait for highlights. She asked what we were going to do and I told her that we would start with highlights and end with tone sur tone too get the results she wanted. She expressed concern that she didn't want to get lighter. I told her that I had fixed this kind of problem many times. It always starts with highlights but the end result would not be lighter. Half an hour later she returned asking me if I was sure. I told her to relax. Everything would be fine. The day after she showed up for her appointment on time, although she was very irritable about the parking system in maastricht. After being seated, one of my employees started preparing her for highlights. First she expressed concern that she thought that I would be helping her personally. That was not the case. The day before when the appointment was made, she had never expressed any desire for a certain hairstylist. Asking the hairstylist what would be the first step, she replied, highlights. At that point mr. Florax started getting very aggressive. She stated that highlights had never been mentioned. And she wanted to know why I had changed my story.
At that point I noticed the distress in the face of my employee, and the irritation of my clients. So I asked ms. Florax if maybe she would feel better making a new appointment at a later date. That only made things worse, accumulating in threats of bad reviews on social media platforms.
I do wish ms. Rachel Florax all the best with her problem. When something like this happens it's normally not because one is totally right and the other is totally wrong. There is a misunderstanding along the way and I am very sorry if I was impatient in this whole situation. Gisli Hafsteinsson.
