Someone once said that customers who don't complain and just leave is a lost opportunity. I have a personal experience for that and I understand why customers don't complain. That would just be free consulting and why should they consult for your business for free when there are so many choices. On to my experience.
My boys and I had been going to the same place to get our haircuts for 10 plus years. The emphasis is on had. The last 4 times we have had to wait over 25 minutes when we had appointments. Why did we wait, because the place took in walk-in appointments and bumped ours back. After all, we are loyal customers and keep coming back, they don't have to impress us but they want the new business. My wife suggested that I talk to the owner and my comment, why should I give her free consulting. She was present for 3 of the 4 times and never did anything to accommodate me. And she knows we are loyal customers. The boys and I will be looking for a new haircut experience. How often do we alienate our current members in order to impress the new members? I wasn't expecting very much my requirements for a haircut are pretty basic, just start cutting hair within 5 minutes of my scheduled time. Probably the same for our 10 plus year members, they don't need much just a feeling that they are more important than the new member who is just cherry picking at this time.
If anyone has any suggestions for a great stylist that can make a balding 40 year old look good, send them my way.
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