1. A client is running 10 minutes late for a 30 minute appointment. As they walk in the door, there is no eye contact, nor an apology for the late arrival. You are fully booked and stressed, trying not to show your frustration but fuming inside. Rushing to finish the treatment on time, you have to compromise on the quality and the thoroughness of the treatment, but you explain nothing to the client. Most likely the client gets the vibe of not being welcomed or you not wanting to talk to them, and as a result, you never see that client again.
2. One of the regular clients that none of your work colleagues really want to treat, comes in for her treatment with you. She says very little, never smiles and nothing seems to please her, either the bed is too uncomfortable, the room is too cold or she just picks up on the smallest things. However she keeps coming back to the salon on a monthly basis. You wonder why?