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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

A hairdressing one

53 replies

JeremyCorbynsVest · 01/06/2017 11:20

I had a hair appointment the other day and arrived precisely 10 minutes late. Usually if there is any possibility I will be late, I call to say 'I am on my way, sorry I might be a few minuets late etc…’ and they normally say - yes no problem at all - see you when you get here kind of thing…

This time, as chance would have it I didn’t call, as I reasoned they are always running late anyway (I am normally on time and most times I end up waiting for them – anything from 10–20 minutes), never seem that bothered when I do call, and I thought parking to call them would have made me even later.

However, yesterday on arriving for my appointment, I was rather stunned to be informed that ‘sorry you’re 10 minutes late and there now won’t be time to do your highlights’.

As I was having a ’T-section of highlights, I was quite surprised as my hair is above shoulder length and they still had 2 hours, but there it was, I meekly trotted away… albeit after voicing my surprise and mild annoyance.

Having thought it over I called back and asked how long it normally takes for a T- section and was told lamely, ‘err well 30 minutes to put in on and….. …’ When I asked why then 2 hours was insufficient I was told that as I was a 'no-show' my appointment had been re-booked. I had a missed call from them at '8 minutes late'…2 minutes before I walked through the door, unfortunately I didn’t answer as my phone was on silent, but as I walked through the door literally 2 minutes later, they were pretty quick in re-booking my slot.

I have just accepted it and no big deal but still left feeling mildly irked by this whole experience as I am a long standing customer, am very rarely late and as I said before, normally end up waiting for them (uncomplainingly).

So what else to do but ask the MU jury – was IBU to feel peeved or is my hairdresser BU to dispense with my appointment so swiftly?

OP posts:
TestingTestingWonTooFree · 01/06/2017 11:44

It's annoying but from their perspective you were late (and I'm guessing they weren't this time), you hadn't called, you didn't answer their call and they had the opportunity to re-sell that slot. If they were able to charge for no shows then they should wait longer.

Original poster
JeremyCorbynsVest · 01/06/2017 11:45

Rainbow - believe me in my life it is an achievement!

I am in awe of everyone's non lateness - are all your clocks set 15 mins fast?

Since I am amongst such super organised punctual people, could you share with me/:

What is an ideal time to add on to allow for
(1) temporary traffic lights
(2) learner drivers
(3) fire engine calvary etc...?

OP posts:
crazycatbaby · 01/06/2017 11:46

I'm a hairdresser Smileyour hairdresser may have had someone else booked in between you, and starting your hair late, by the time they had mixed your colour and started, would have set back their other clients appointments and probably their whole day

Maudlinmaud · 01/06/2017 11:46

Could you go somewhere else for your colour this time? It's good to change it up. Ring up and cancel and then they will understan how you feel. I would be tempted.

Original poster
JeremyCorbynsVest · 01/06/2017 11:48

craztcat - I do understand, they often keep me waiting 10/15/20 mins and I'm relaxed about it. Just a little surprised that 10 minutes couldn't be 'made up for' in a 2 hours appt. :)

OP posts:
TestingTestingWonTooFree · 01/06/2017 11:48

My phone and car clock are 10m fast. It means I'm 10m late instead of 20.

Aridane · 01/06/2017 11:49

If I've been avoidably late, the salon has looked at what realistically can be done in the remaining time - eg it I was booked in for colour and cut, we might just go for the colour or just the cut. Or have been offered someone else to do part of the process.

Nicknacky · 01/06/2017 11:51

But they tried to contact you and didn't know you were only ten minutes late. They presumably had to make a decision which put money in the till. They aren't psychic.

Original poster
JeremyCorbynsVest · 01/06/2017 11:52

Nicknacky - yes I might do that :)
Not unreasonable of me to expect my appt to start vaguely on time either. Especially when you factor in car parking charges etc.

And the fact that I had 3 hours wasted car parking yesterday which I didn't need.

Maybe I should call the salon before putting money in next time just so I can factor how long I actually need to park for vs how long my appt should take in theory.

OP posts:
Ratatatouille · 01/06/2017 11:54

Having thought it over I called back and asked how long it normally takes for a T- section and was told lamely, ‘err well 30 minutes to put in on and….. …’ When I asked why then 2 hours was insufficient I was told that as I was a 'no-show' my appointment had been re-booked.

Just to clarify, did you call them and ask this without telling them who you were? To try and catch them out? Because that's seriously not cool and if you did then that might be a clue as to why they aren't too fussed about losing you as a client. If not, I think you just have to chalk it up to bad luck. You were really in the wrong for 1. Being late 2. Not calling ahead 3. Missing their call. I really don't think you have any grounds to be annoyed with them at all. It sounds like they had another client on standby. Suppose they had turned that client away on the off chance that you turned up (after not being able to get hold of you) and then you were a no show. They would have lost a considerable amount of money through no fault of their own.

GloriaGilbert · 01/06/2017 11:56

Bad practice to re-sell a slot of a long standing customer after 8 minutes. V v bad practice.

Original poster
JeremyCorbynsVest · 01/06/2017 11:56

poster Ratatatouille - they knew exactly who I was.

Who has said they aren't fussed about losing me - do you know something I don't?!

I am re-booked for next week. There are no hard feelings on my part at all, but as I said it's always enlightening to hear what MN has to say about it :)

OP posts:
BluePeppers · 01/06/2017 11:59

I see clients. Some of them are late.
If they arrive 10mins late, then they get 0 mins less of my time.
Over 2 hours, 10mins wouod have negligeable so still well within the acceptable time frame.

No shows have a very clear policy that clients are always told about. If that hairdresser wants to implement a 'late for more than 8mins is considered a n show and will be rebooked' then it should be made clear to clients.
If they are more or less always late by more than 10mins, then they are taking the piss tbh.

BluePeppers · 01/06/2017 12:01

Tbh when you next go to see them, i would ask them what is their no show policy.
And i would ask them what happens when they are late by 10 mins.

Its always nicer to let people knw when you are late. Its not a reason to be a twat towards customers, esp when you know they ARE good customers (ie usually on time, let you know if late, come in regularly etc...)

eddielizzard · 01/06/2017 12:03

10 mins for a long standing customer who is usually on time? i think that's off. customer loyalty is valued and they've just blown it.

i used to go to a fancy hairdresser in town and they'd always keep me waiting at least 30 mins. one time she was 45 mins late and i'd seen her arrive 15 mins earlier. this was in the afternoon. no apology. she was late for work and couldn't give a shit. i never went back. only went about 5 times but 5/5 is too much.

Rachel0Greep · 01/06/2017 12:17

I would be disappointed in them, OP. If you are routinely left waiting and are a customer of longstanding, I think it was poor form on their part. I'm always on time at my hairdressers but if this happened to me, I don't think I would go back.

SapphireStrange · 01/06/2017 12:27

And i would ask them what happens when they are late by 10 mins.

This is a very very good point.

I do think you could have called them, but it seems a little one-sided. And for a long-standing customer, I think they could have given you a bit more leeway. They might have made up your 'lost' money if you hadn't showed, by booking in someone else (super-quickly!) instead; but if I were you I'd be considering not going back, and that's a lot of money lost.

sweetbitter · 01/06/2017 12:28

The cynical part of me might think the hairdresser got excited about having an unexpected 2 hour break when OP didn't show up on time, and then made an excuse when she DID show up so that she could still have said break.

Was it the actual hairdresser who spoke to you at the salon and then again on the phone OP?

Original poster
JeremyCorbynsVest · 01/06/2017 12:36

Sapphire - I'm glad you think it's a good point. I have uncomplainingly waited for them on many occasions as I am a reasonable person and know that sometimes life doesn't run to a military timings style schedule.

Sweetbitter - actual hairdresser both times. I wish she'd just been upfront with me the first time & told me my appt had been re-booked, rather than trying to say there wasn't time for a t-section in 2 hours. I think it was the being lied to that irked me most.

They were allowing 2hrs 10 mins, so they still had 2 hours and part of me wonders if they allow the extra 10 mins to deal with slight late running etc....

I did think about changing salon but like how the person does my colour so in an effort not to cut off my nose to spite my face have rebooked. I will be sorely tempted to say something when if they keep me waiting next time though!

OP posts:
user1485342611 · 01/06/2017 12:37

That would annoy me. Usually, if you show up to the hairdresser on time you're left sitting around for 10 minutes anyway. They should build a bit of flexibility into their schedule, especially for long standing customers. If she was half an hour late I could understand, but ten minutes? I wouldn't be happy with that from a place I had been giving business to for years.

sweetbitter · 01/06/2017 12:41

Is it the hairdressers own salon or is she just a staff member? Was the owner/manager around?

Also if someone had booked your slot with her, how could she then answer the phone when presumably she'd have to be dealing with them?

I think she just fancied a break. Unless she had a VIP client after you that she absolutely couldn't risk being late for.

Original poster
JeremyCorbynsVest · 01/06/2017 12:46

Sweetbitter - stylist was not the owner and no the manager / owner wasn't around. It's a large salon. I did wonder after I'd left if there was anyone else who could have fitted it in, but this wasn't suggested so I guess they were all busy.

Actually, very good point about her answering the phone when I called back 10 minutes after being sent away - she was not busy with a client so am tempted to think you have it spot on! She did mention how busy she is, she's always bemoaning it. Cheek if that is the case!

OP posts:
sweetbitter · 01/06/2017 12:51

I've worked in a similar type of set up (not hairdressing though), and we all LOVED having no-shows. And it was gutting when you had written them off as not coming, then they eventually turned up and your lovely window of free time suddenly disappeared.

No matter how much you enjoy your job, it's always nice to be given an unexpected break.

This is all presuming you get paid either way, which we did. And that the stuff you were expected to do to fill in the time wasn't more onerous than doing the actual appointment, which it wasn't.

SaS2014 · 01/06/2017 12:53

To answer your how much time to allow for the unexpected stuff, I always aim to be 10 mins early so if there's reasonable but unexpected delays I'm still on time (if it's local - if further I'd aim to be even earlier just in case)

ClaudiaWankleman · 01/06/2017 12:56

I've thought about this a bit more.

There must be some reason why they didn't say to you 'we've rebooked your appointment but you can wait/ come back later today/ rebook now for another day'. I think the fact that they just sent you away is poor customer service - not least from a profit perspective because they've not 'saved' the payment. Sales saving behaviour was drummed into me by all my managers when I worked in retail.

I still don't think the salon were BU, but I do think I would feel a bit pissed off about it when I got home.