Having great policies

At The MotherShip Salon we have the policy of no refunds for hair services. This does not mean if your are unhappy you're out of luck. This means we are willing to adjust your outcome within reason and within an appropriate time period.

If you are unhappy with your results let us know within one week, so we can get you back in the chair to adjust the look. We want you to be happy with our work.

This policy was challenged this week, and the results were amazing. Here is why.

A young lady (first time getting color in a salon)came in for what would seem like a simple look. Our stylist completed the standard consultation. The young lady did not know she needed to disclose all the history on her hair. Because of missing info the stylist was unable to create the look with the agreed plan. The young lady was very disappointed as one would be. She was invited to come back for adjustment multiple times, the day of the appointment. She could not come in that night ,so her stylist let her know we would contact her. The next day, before we had the chance to give her a call, she was brought in by a "guardian " and it was very tense confrontation ,even to the point of them threatening and even physically coming at the one of our owners. They threatened harassment, picketing, and to leave nasty reviews on any site they could. He was going to bully us into complying. He was told if he kept on we would call the police. He started calming down abit. We just so happened to have an open appointment at that moment and it was offered to the young lady... she agreed and the guardian left stating that if it was "fixed" they would take down the reviews they had already done(we counted about 6 already)...

She had an amazing session with the stylist and left happy.

We could have given in, and just gave back the money. I ask you though,what would that mean for our integrity as a professional business?

We chose to up hold our core values and our business policies. This policy is a safty net, it allows us to provide great customer service. It also keeps people wanting to take advantage and get a "free service". The beauty industry can be abused by the social media community. These threats of leaving nasty reviews can bully a business owner into doing things that are not inline with the policies they have set to protect themselves.

Side note: The guardian later called to thank us for making it right. And also apologized for the escalated confrontation. He also urges us to change our policy. While I appreciate him calling to apologize. We were never in the wrong, the only change to this policy will be making sure it is published on our website.

In conclusion, we make policies for protection. Make sure you up hold your core values even when pushed to fold.

Have a great hair day!