The Price of Being Late: When Businesses Forget Who’s Paying
In today’s world, businesses seem to compete to see who can inconvenience their customers the most. We’ve all noticed the shrinkflation, where candy bars have become fun-sized without the fun, the plummeting quality of customer service, and the ever-increasing upcharges for things that used to be free. But the latest trend is the icing on this stale, overpriced cake: cancellation policies that put the needs of businesses above the customers they serve.
Take my daughter, for example. She recently had an appointment to get her hair colored at a local salon. Now, this wasn’t just any appointment; it was the kind that would transform her look and boost her confidence. But the salon had a policy stricter than my old high school principal. If you’re late, you pay the full price for the service you didn’t get. They don’t tell you how late is “late,” and there’s no room for negotiation.
On the day of her appointment, my daughter was exactly seven minutes late. Seven minutes! I’ve seen people take longer to decide between whole milk and 2% at the grocery store. But for this salon, those seven minutes were apparently unforgivable. They refused to see her for the two-hour appointment, charged her the full $400, and offered no alternative services. No quick trim, no styling, not even a consolatory hair wash. Just a firm “don’t bother coming in,” and a charge that stung more than the chemicals they would have used on her hair.
Naturally, she was devastated. She felt a wave of shame, believing she was at fault for missing the appointment. It was an honest mistake — she overslept and lost track of the days. We’ve all been there, right? However, instead of understanding and flexibility, she faced a policy that seemed designed to punish rather than accommodate. She didn’t want me to intervene or discuss it with the salon, feeling she deserved the punishment. It was meant to be a special back-to-school makeover; instead, it turned into a costly lesson in punctuality.
Unable to let this slide, I decided to take action. I left a review warning others about the salon’s draconian cancellation policy. Within minutes, the owner contacted me, and let me tell you, if the policy was bad, her treatment of me was worse. She was confrontational and unapologetic, claiming my daughter was ten minutes late — though I checked, and it was definitely seven. I asked if she could reschedule, but she flatly refused, preferring to berate me instead.
We ended up in a shouting match, which ended with me hanging up. Reflecting on it later, I decided to delete the review. Why bother? The owner had already won; she had our money, and her stylist had a two-hour break. The hostility made me wonder about the kind of karma she was generating. Sure, she can run her business as she likes, but shouldn’t customers be aware of such harsh policies?
These strict policies might make sense from a business perspective. After all, no-shows and late arrivals can disrupt schedules and lead to lost revenue. But there’s a difference between protecting your business and alienating your customers. Expecting no customer to be late or cancel is as unrealistic as expecting your cat to respect personal boundaries.
This trend indicates a shift towards businesses insulating themselves against any inconvenience, no matter the cost to the customer. It’s a bizarre dynamic where the business is fully protected, and the customer is left holding the bag—or, in this case, the unpaid-for hair color. This kind of policy might ensure the salon doesn’t lose money, but it also ensures they lose something far more valuable: goodwill.
This phenomenon isn’t limited to hair salons. It’s popping up everywhere. Doctors’ offices, gyms, even some restaurants are hopping on the strict cancellation bandwagon. The irony is, these businesses are implementing policies that drive away the very people they depend on. What good is a perfectly punctual appointment book if all your customers have fled to more accommodating competitors?
Imagine if other services adopted the same stringent policies. Picture this: you show up seven minutes late to your dentist, and they refuse to see you and charge you for a root canal you didn’t get. Have a nice day!
Businesses need to find a balance between protecting their interests and serving their customers. After all, a happy customer is a returning customer.
In conclusion, businesses have every right to protect themselves, but there’s a fine line between safeguarding and overreach. As customers, we should demand better. And as businesses, there’s a lesson to be learned: flexibility and understanding can go a long way. After all, isn’t the customer always supposed to be right? Or, at the very least, not seven minutes wrong.
This shift in business culture speaks volumes about where our priorities lie. It’s high time we re-evaluated and remembered that the foundation of any successful business is its customers. And maybe, just maybe, give someone a break for being fashionably late.
