I have been a loyal Judy Jetson customer since 2008 -- until today. Sadly, I will never return to this salon after my callous treatment today. This is a story about how Judy Jetson rewards brand loyalty -- by treating long-time devoted customers like very disposable, anonymous faces.
I have spent a lot of money at this salon over the years and spent a LOT of time there in a salon chair. I have also referred a number of people to the salon, many of whom also became regular customers. I've never had a bad thing to say. I praised this place and recommended it with enthusiasm to everyone.
But today's brutal disrespect changes everything for me, and I will never go back. (Ilana, I will miss your skillful haircuts. Sharon, I will miss your sweetness.)
Judy's has a 24-hour cancellation policy; I respect that. I can't say that I've never cancelled, but I have always done so within 24 hours. Today, that wasn't possible. I have a 1-year-old son and he woke up this morning with a very severe stomach bug. If any of you have children, you know how sick little ones can get, and how it can come on really suddenly.
When I realized this morning that I would not be able to keep my afternoon appointment, I called up and apologized for the late notice and explained my situation. I couldn't leave my son, I said, noting that I understood the policy, but definitely wanted to reschedule (in fact, I made a new appointment I have since cancelled) and asked for any leniency in their policy, since I have been such a committed customer for 5+ years.
After all, this was not a case of someone with chronic cancellation problems or forgetfulness. This was a situation of a mother with a sick child.
The receptionist said she would need to phone Judy to make an exception. Maybe I'm naive, but I honestly thought a business owner would view me as a loyal fan of her business and someone with no record of doing this before. I'll admit it -- I expected her to waive the no-show charge -- just this once!! -- or charge me only 50 percent out of respect for my years of loyalty. Even a 50 percent charge would have seemed fair, and not made me feel like a faceless patron.
Needless to say, that did not happen. The receptionist bluntly explained that I would be causing the salon to lose money, and so my circumstances -- and history with the salon -- didn't really matter. (Please note: It was not Sharon who said this. Sharon is great. I really wish I had been dealing with her today.)
I asked for Judy to give me a call, and she never did. (So much for caring about her customers. She's never even in her salon, anyway, so maybe that's why she doesn't really have a pulse on her clientele.)
It turns out, the salon ended up filling my appointment, so they actually lost no money on me. In fact, they made about $60 in profit and made me feel like my years of going there were worth nothing to them.
I'll be honest: My feelings are hurt! I felt like I had a relationship with this salon, and then I got slapped in the face, all because I'm a mom with a sick child.
And here's what that 60 bucks cost them -- my business. I hope Judy knows that she made a lousy $60 today at the cost of alienating a former fan -- and losing all of my future business. read more