I went to get a pedicure today at a salon which I don't usually frequent (I actually booked a reservation for another place and ended up at the wrong venue...still trying to find Buddha Nails on 6th Avenue between 13th and 14th street).
While I was there, a woman was getting a gel manicure. She was already helped when I arrived and I didn't pay too much attention to her, as I was trying to relax and enjoy the wonderful pedicure (at 29 dollars at Deluxe Beauty Spa, it's actually a bargain based on the amount of services it entails).
Halfway through my pedicure, about when I was getting my legs exfoliated with some nice lemon wedge and scrub, the nail technician named Sunny ironically enough yelled at the woman receiving the gel manicure, because she had accidentally chipped it. I was caught off guard, but didn't snap to attention until when paying, this same woman told the nail salon/technician they were overcharging her by 10 dollars for what she had asked for. This situation escalated quickly, with the customer speaking calmly to the employees, asking for a manager. As there was no manager there apparently, they got her to contact him or her on the phone and she repeated her concerns about pricing, when she had asked for a regular gel manicure. I did hear her say, "You can't give me an upgrade I didn't ask for" which seemed reasonable enough.
Sunny was getting very worked up and nervous, becoming more and more shaken and argumentative. Once the initial call to the manager was finished, Sunny refused to give the woman a receipt and told her she was "No Good!" repeated times. By now this has been going on for a good fifteen minutes (back and forth calls, requests, etc.). I did note that the woman was not at all rude or mean, just very clear and straightforward with her requests; she seemed reasonable and just wanted to clarify and receive the price for the service she had asked for.
Then I realized while this was going on, that I was getting anxious and wanted to double check the prices for my services. The lovely lady helping me eagerly handed me a brochure and I cross referenced what I had asked for and the prices I had been quoted. They were totally correct.
The pedicure had pretty much turned into a stressful situation, as Sunny's shouting and the woman's calls to the manager were distracting and took place at the very front of salon, which was relatively small. In the end, the woman did get a bit irritated, as I would have, when Sunny refused to give her a receipt and yelled at her.
After the woman proclaimed that the refusal of receipt was "insane," she called the manager and ended up getting a free manicure. I am sure that the cost of this service was deducted from Sunny's paycheck and further added to her stress and anger at being 'reported' to the manager and rebuked on the phone. But she continued to shout and badger her client who then informed her she was going to give her a nice tip, but now wouldn't (that seemed a little unneeded, as given what had panned out, she would either tip or not, but stating that she wouldn't tip seemed a big provocative). After telling Sunny she shouldn't yell at her clients, especially since she was being spoken to in a normal voice (the woman never did raise her voice), she departed and the drama was over.
I'm sorry if this post is a bit verbose (unintentional rhyme), but I just want to know how people deal with situations in which their experiences in a venue are compromised, due to similar circumstances. I of course tipped the woman who did my pedicure well and was very polite, basically ignoring what was going on as it unfolded and did not reference it after it had ended. I feel like jumping in or even talking about the experience would fuel a fire, especially since Sunny began crying after the woman's departure. But since I do think Sunny was inappropriate and rude to her customer, I would say that I believe the client was in the right and dealt with the matter well. On the other hand, I am sure Sunny was going to lose money which she definitely needed, prompting her to react a bit violently to her client's behavior.
Thoughts on this or other scenarios you have encountered?
