This entry could be subtitled, “The Problem With Texting.” Here’s what happened:
I treat myself to a pedicure every couple of months. Not the standard fare of popping into the ubiquitous nail salons in my area, but a high end, highly skilled treatment that really takes care of these bodily extremities and nurtures me as well. My practitioner, a successful business owner, operates her shop solo where she sees one devoted client at a time. She communicates primarily through text messages, which is how I had set up my appointment for last Friday.
Imagine my dismay when I arrived at her salon to find another woman about to dip her feet into the warm, bubbly tub my toes were yearning for. “You’re not expecting me, are you?” I asked, stating the obvious.
My pedicurist looked at me with wonder and said, “No.”
What do you do in 2011 when you believe you’re right and can prove it? I pulled my BlackBerry out of its holster and went directly to her text message that said, “I have anytime on Friday…” Admittedly, this was followed by a couple more phrases which didn’t make sense and I ignored. I texted back, “I’d like 10am on Friday” and put it on my calendar.
Because she’s a savvy business owner, she too has a BlackBerry and also found our correspondence. She looked at it, looked at me, and said, “What I meant to say was I don’t have anytime on Friday.” Human error.
I laughed, had a moment of relief that I wouldn’t have to face the icy parking lot with open-toed shoes, and said good-bye.
I won’t tell you today what transpired. I’m curious to hear what you would have done as the client and the business owner. I’ll post all your comments.
If there was no way to work you in so that neither you nor the other client would be shortchanged, I would have immediately scheduled another time with you and either given it to you free or at significant discount.
…and it’s a lesson to all of us to confirm everything done by email or text :-). I’ve made similar mistakes with email.
@Elizabeth
You’re so right about the confirmation. You know the saying, “There’s many a slip twixt the cup and the lip.” Thanks for your comments.
I bet she gave you a freebie. That way she will not lose you as a client, which is in line with how she treats her clients in general, and apparently makes her business stand out from other nail salons. You have to come out of it still feeling “special.”
As a client I would expect to get squeezed into a schedule for the next time slot (and get a nice cup of tea and a good magazine to read while I wait) or to receive a free treatment at my convenience.
As a business owner I can’t imagine any other outcome than offering a free service at my client’s convenience. 🙂
Very curious to hear what the actual outcome was.
I have been on both sides of this situation. As a customer, I had a similar experience with a hair salon where there was nothing offered, not even so much as an apology. I no longer use that salon or recommend it.
As a business owner, last Friday I had a situation with a client in which a price on a piece we had chosen a month ago was increased over the holidays. Even though I did not have any knowledge of a pending price increase, I immediately offered to cover the difference for the client, who would rather have canceled the order (on principal) than let me do so. I then went back to the distributor, spoke to a manager and they graciously offered me last year’s price. It was a little extra work on my part, but I was fortunate to not lose any money and of course, my client is happy.
I agree with Elizabeth regarding the business owner. As for the client (you) it sounds like you know this woman fairly well, like her service, and probably wouldn’t be going if this type of texting error happened often…so you needed to leave graciously (which I’m sure you did even if you were disappointed which I would have been). To me human error the first time from a solid business owner demands our understanding. A second time should be a red flag and perhaps bye-bye. A third time, if you get this far, means either bye-bye, or directly asking the business owner what’s up? and this depends on your relationship with the business owner. Like your case study approach!!
I agree with Elizabeth. She may be a professional businesswoman, but she made a mistake and clearly needs to own up to it. Since the other woman was there first and ready to dip her toes, the appt was hers.
Out of respect for your time, and to you as a devoted client, she should have scheduled your next appt pro bono, or significant discount–due to her “typo”. It’s then up to you to decide to pay her at the time of service, or give a generous tip-but she owes you.
Errors happen all the time, and any of us can make one. You were gracious about it, but she should make it up to you. And clearly, a confirmation for any appt is a good idea, regardless if it was made by phone, e-mail or verbally.
I wouldn’t have left it with a text!
As the business owner, I would’ve stopped, accepted the responsibility of the mistake with some empathy and re-booked you gratis, or with a nice discount. When I book appts…I usually confirm again via email to be sure we’re on the same page. As I client….I would’ve felt frustrated…and would want to feel just as important and the person who’s toes were already being soaked!
Yesterday I got a text from someone I was meeting. She left out one letter (this was in Italian). If the last letter had been an ‘n’ the message would have meant that she couldn’t meet me – if it was an ‘i’ it would have meant that I would see her soon! One little letter – entirely different meaning! So first – congrats on your ability to find the upside – your toes could stay toasty! One of the many things that I love that about you Jane!!
As business owner: I would fall on my sword and ask you what I could do to re-gain your confidence in me. A free pedi is a lot for a small business, a happy *important* client is worth everything. I think I would also re-evaluate my policy of texting to confirm appointments. The room for error is too great in such a high-touch-intimate business. Even email is better.
As the client: I would, as Elizabeth mentioned, confirm everything back – especially when done by keys that are so tiny! And if no offer were made by the owner, I think I would re-design my alliance with her to create a more “fail-proof” communication method for at least me!
I think that texting was designed to shoot little quips to each other – “am 10 minutes late” – “pick up milk please” and not for the more substantial ways it has grown. Yikes! I’m rambling – me thinks you’ve hit a nerve! Remember when you used to dial phones and if someone was on it, you got a busy signal and if they weren’t home, it just rang?
I’ve dealt with this in the extreme. We had an after hours event booked for 60 people and I had negotiated the space with the owner. Cut-to the morning-of. A guest called to check on the parking and the manager said she was not aware of this event, the owner was on vacation at a dude ranch and the restaurant would be closed. ZING!!!!!!! The manager connected me to the owner by cell and her first words were, “How can we make this work?” One of us had the wrong date – without a hitch we galvanized around the challenge – each went the extra mile – the meeting went on as planned and when I was ready to let go of my vintage salt and pepper collection, I gifted it to Ina of Ina’s. She set the tone for how to get things done and I am forever grateful. Talk about movers & shakers!
That’s the whole problem with emails, texts, blackberries, etc. Nothing, I mean nothing beats an actual live phone call. As a writer I can tell you that typos are more likely than not. I really believe people, clients as well as business owners should speak up and then write it down.
@Jill and Olga
You both nailed it, and she came through.
@Catherine
What a great story! That extra mile is long and arduous, but what a pay-off. Thanks for sharing it.
@Sue
You’re so right about the red flags. It reminds me of the saying, “Fool me once, shame on you. Fool me twice, shame on me.” Thanks for the reminder that I have a responsibility in establishing a relationship that works.
@Barbara
Agreed 100%. I like the idea of the large tip. Thanks for that. I was unsure what to do, but like that as a gesture of gratitude, but not a full payment.
@Elizabeth
That’s why you do what you do. You must run into this all the time, running a spa. How do you handle it?
@Jan
I love how you see both sides so compassionately. Thanks.
@Kathy
Amazing story! What ended up happening for you? How did you clear it up?
@Lennie Rose
This is such a classic illustration of what can go wrong and how to make good on it. I love the line, “How can we make this work?” The spirit is so collaborative. I didn’t understand the vintage salt and pepper shaker piece. Did you have to cash out your collectibles to afford something that night?
@Linda
Phone? What’s a phone?!
I agree with Elizabeth and bgeprint. I , too, have been on both sides of a similar story, and as a business owner, my reply was ” what can I do to make this up to you?” It’s soooo much easier to retain a customer that to find a new one!
@Sandy
You summed up the bottom line. It’s not the mistakes we make, but how we clean them up that counts. Thanks for your contribution to this entry.