 Overall salon vibe worth more than one client's potty mouth
Inspired by a hair-nista in Texas
Donna had been Betty's stylist for 10 years and had also done Betty's mother's hair when needed. In that time, Donna had grown fond of the women and considered them more like family than just customers.
Now, Betty was a professional working at a prestigious doctor's office in the area. She always dressed well and carried herself with an air of importance. However, Betty also was known to have a short fuse and a "tell-it-like-it-is" attitude laced with profanity.
At first, Donna chose to overlook Betty's potty mouth partly because she considered Betty a sister and also partly because Betty didn't curse in front of the other clients. But then Betty expanded her circle to include Donna and other clients whom she considered "cool." Then shortly later, Betty's cursing knew no bounds.
As Donna grew in age, wisdom and her relationship with God, Betty's profanity made Donna uncomfortable. Not wanting to hurt Betty, but needing to put an end to the foul language, Donna politely, but firmly spoke with Betty. The talk didn't go well, but Donna felt she had gotten her point across. Betty loved how Donna did her hair and didn't want to stop going to her, so Betty stopped cursing.
Two years go by. Donna has her own salon, several stylists and other hair care professionals, and a steadily growing clientele. The salon is peaceful and drama-free—a feat Donna worked hard to produce. One day all her hard work seemed to unravel when Betty stormed in the salon with a foul mouth and a funky attitude. Every eyebrow arched with each expletive Betty let slide from her lips. Unable to let this go on, Donna finished Betty's hair, let her pay, and then pulled her to the side.
"Hey, Betty. Is something wrong? It's been a while since you've cursed," Donna said easily.
"Bad day. Bad life," Betty grumbled.
"I'm sorry to hear that. And I know it's important to express yourself; however, the cursing has got to stop. It not only offends me, but it also offends all who work here as well as my clients who come here for a peaceful experience," Donna said gently.
"Hmmm," Betty said looking up at Donna. "My language offends you?"
"Yes," Donna said gently, but firmly.
Betty looked around at the shop then at Donna. "I guess I have to ensure that my language won't bother you ever again. Have a good day."
Betty left without looking back. Donna's clients applauded her courage to speak up, but Donna knew then that she'd lost not just a client, but also perhaps a friend.
Sure enough, a few days later, Betty sent Donna an e-mail explaining that she didn't want to continue visiting a salon where she did not feel welcome. Instead of begging her to come back, Donna thanked Betty for her business over the years and shared with her the type of relaxer and color she used on her hair. She then wished Betty good luck with finding a new stylist.
Donna never heard from Betty again. Thinking back on it, Donna wouldn't change one thing in how she handled the situation because she's learned that sometimes you need to put customer service ahead of the bottom dollar line.
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