My wife, a loyal client of this spa, was running ten minutes late for an eyebrow wax appointment due to traffic. Out of courtesy, she called the spa to let them know. The person who answered the phone, and then the manager, were both very rude and said she would have to reschedule--even though she's been late before without a problen.
My wife said that she would not be coming back to The Lane Spa because of their rudeness and inflexibility, and the manager's EXACT RESPONSE was "Not a problem."
I don't understand three things: 1) why the staff of any establishment would actually argue against and try to prevent the return of a loyal customer who is certain to spend money; 2) why the staff of any establishment would think the loss of a consistent source of revenue, no matter how large or small, is "not a problem," and 3) why the staff of any establishment would smugly tell a departing customer that the loss of her business was “not a problem.”
Staff members there clearly haven't noticed that the US economy isn't exactly thriving right now. I would think any business might be treated as valued business, but I guess they don't feel this way.
Plenty of far better and kinder businesses have gone under in recent years.