Keith Kristofer Salon & Spa

We own up to our mistakes,but this was a special circumstanceEleven years in business withgreat reviews teaches you to be very responsive to any customerdissatisfaction and if you read our on-line reviews, you will seethat we typically respond to the rare unfavorable review by owningthe issue and
offering to remedy the situationThis situation wasvery different, in that our mistake was performing a service on thisclient, not realizing the extent of anxiety and emotional trauma wewere dealing with prior to starting the serviceThis complaintcontains a multitude of factual errors and misstatements by thecustomer including; characterizing this service as a root touch up,claiming that *** "admitted to messing up her hair", andher statement about her father not yelling or being threateningInyears of business we have never called the police, but thisclient's father intimidated and scared our staff, then circled theparking lot repeatedly, watching the salon after the police told himhe would be arrested if he came back inThe police officer thatresponded to the call was Detective ** *** *** with theRollingwood Police Department***This was not aroot touas stated by the customerThis was a colorcorrection, a process that was fully explained to this college agedclient and her father, who was in the salon through the consultationand the entire first day's workWe perform color corrections andmajor color transformations almost daily and we know the importanceof not over-promising, so clients understand the results that can beexpectedThis client came to us with inches of virgin hair; theremaining hair was mid-back length, golden orange and breaking offfrom another salon's previous attempts to remove black hair color.The client stated that she was "losing clumps of hair" froma previous salon's effortsThe damaged hair could not be lightenedor darkened, due to fear of losing it through breakage, so thesolution was to work with the top four inches of undamaged hairWedid a very thorough job of setting realistic expectations for thiscorrection, but it was to no availOne day one, this clientalternated from smiling and being happy, to crying and physicallyshaking so bad that we had to stop the service multiple times andtalk with herThe on-off mood swings and crying occurred on allthree days she returned*** was quite compassionate, trying to workthrough the emotional ups and downs while performing the services.Typically, color corrections take 2-hours depending on what needsto be done and are priced between $and $At the end of thefirst day, the client told us she was happy with her hair and that itmatched the clextensions she wanted to wearThe second day,she came back, saying that her mother had seen an inch long pencilwidth line of her natural color where we were trying not cross theline of demarcationShe began pulling her hair apart, separatingindividual hairs that she wanted addressedWe balayaged the "line"using a new eyebrow brush instead of a color brush to address an areaso smallAfter four hours, no more work could be done with the hair,so we sent her home with a treatmentShe was scheduled to come backin hours after the treatment had time to work in the hairDuringthe third visit, we applied a toner and did a style outFollowingthat, the customer asked for a refund.We declined to provide arefund for this client, because in spite of what she says, the colorcorrection work was very goodWe do these services almost daily andhave done so for eleven yearsWe have a reputation for doing theseservices very well and the online reviews to support this assertion.After we declined therefund request, this client called her father (a large man), whocame to a squealing stop outside our door only seconds later, rushedin from his truck and became quite threatening, getting in ourowner's face ( a 5' -3” woman)He was angry and attempted tobully his way into what he wantedIn spite of what this complaintsays, he did raise his voice, got within inches of our owner and wasvery threatening to the point where we had other stylists hiding,because they thought a physical altercation was about to ensueTheman was told that if he did not leave, we would call the policeAfter calling the police, he told the owner in a threatening tonethat “this was not over.” He did leave with the police en route,then circled the parking lot, stopping to glare in the doorrepeatedly, at which point the police stopped him and talked withhimAfter that discussion, police told him not to come in again orhe would be arrestedThe emotional state of this customer and herfather, and the way in which they handled themselves both during theservices and after, was simply put, not normal.In our years in businesswe have learned that it usually pays to give the customer what theywant, even if that means giving something you feel is not deserved,to avoid any undesired escalation by an unhappy customerIt wouldhave been quite easy to refund the $180, but because of the factuallyinaccurate claims made and the subsequent bullying by this customer'sfather, we cannot in good conscience “go along to get along” inthis case.*** has always workedhard for her clients and is willing to go the extra mileShe iscompassionate and respectful and has worked hard to provide the bestservice possibleShe is a master colorist twice over with differentbrands and she knows what she is doingWe invite you to read ouronline reviews, see our work on our website and facebook, thenformulate your own opinions of ***'s color correction skills and ourbusiness in general

Complaint: ***
I am rejecting this response because:
See attached word document
Regards,
*** ***

We own up to our mistakes,but this was a special circumstanceEleven years in business withgreat reviews teaches you to be very responsive to any customerdissatisfaction and if you read our on-line reviews, you will seethat we typically respond to the rare unfavorable review by
owningthe issue and offering to remedy the situationThis situation wasvery different, in that our mistake was performing a service on thisclient, not realizing the extent of anxiety and emotional trauma wewere dealing with prior to starting the serviceThis complaintcontains a multitude of factual errors and misstatements by thecustomer including; characterizing this service as a root touch up,claiming that *** "admitted to messing up her hair", andher statement about her father not yelling or being threateningInyears of business we have never called the police, but thisclient's father intimidated and scared our staff, then circled theparking lot repeatedly, watching the salon after the police told himhe would be arrested if he came back inThe police officer thatresponded to the call was Detective ** *** *** with theRollingwood Police Department***This was not aroot touas stated by the customerThis was a colorcorrection, a process that was fully explained to this college agedclient and her father, who was in the salon through the consultationand the entire first day's workWe perform color corrections andmajor color transformations almost daily and we know the importanceof not over-promising, so clients understand the results that can beexpectedThis client came to us with inches of virgin hair; theremaining hair was mid-back length, golden orange and breaking offfrom another salon's previous attempts to remove black hair color.The client stated that she was "losing clumps of hair" froma previous salon's effortsThe damaged hair could not be lightenedor darkened, due to fear of losing it through breakage, so thesolution was to work with the top four inches of undamaged hairWedid a very thorough job of setting realistic expectations for thiscorrection, but it was to no availOne day one, this clientalternated from smiling and being happy, to crying and physicallyshaking so bad that we had to stop the service multiple times andtalk with herThe on-off mood swings and crying occurred on allthree days she returned*** was quite compassionate, trying to workthrough the emotional ups and downs while performing the services.Typically, color corrections take 2-hours depending on what needsto be done and are priced between $and $At the end of thefirst day, the client told us she was happy with her hair and that itmatched the clextensions she wanted to wearThe second day,she came back, saying that her mother had seen an inch long pencilwidth line of her natural color where we were trying not cross theline of demarcationShe began pulling her hair apart, separatingindividual hairs that she wanted addressedWe balayaged the "line"using a new eyebrow brush instead of a color brush to address an areaso smallAfter four hours, no more work could be done with the hair,so we sent her home with a treatmentShe was scheduled to come backin hours after the treatment had time to work in the hairDuringthe third visit, we applied a toner and did a style outFollowingthat, the customer asked for a refund.We declined to provide arefund for this client, because in spite of what she says, the colorcorrection work was very goodWe do these services almost daily andhave done so for eleven yearsWe have a reputation for doing theseservices very well and the online reviews to support this assertion.After we declined therefund request, this client called her father (a large man), whocame to a squealing stop outside our door only seconds later, rushedin from his truck and became quite threatening, getting in ourowner's face ( a 5' -3” woman)He was angry and attempted tobully his way into what he wantedIn spite of what this complaintsays, he did raise his voice, got within inches of our owner and wasvery threatening to the point where we had other stylists hiding,because they thought a physical altercation was about to ensueTheman was told that if he did not leave, we would call the policeAfter calling the police, he told the owner in a threatening tonethat “this was not over.” He did leave with the police en route,then circled the parking lot, stopping to glare in the doorrepeatedly, at which point the police stopped him and talked withhimAfter that discussion, police told him not to come in again orhe would be arrestedThe emotional state of this customer and herfather, and the way in which they handled themselves both during theservices and after, was simply put, not normal.In our years in businesswe have learned that it usually pays to give the customer what theywant, even if that means giving something you feel is not deserved,to avoid any undesired escalation by an unhappy customerIt wouldhave been quite easy to refund the $180, but because of the factuallyinaccurate claims made and the subsequent bullying by this customer'sfather, we cannot in good conscience “go along to get along” inthis case.*** has always workedhard for her clients and is willing to go the extra mileShe iscompassionate and respectful and has worked hard to provide the bestservice possibleShe is a master colorist twice over with differentbrands and she knows what she is doingWe invite you to read ouronline reviews, see our work on our website and facebook, thenformulate your own opinions of ***'s color correction skills and ourbusiness in general