You know, life's a bit like a wild hairdo - sometimes it's smooth and sleek, other times it's like a big, tangled mess. Well, let me tell you about this one time I had the craziest travel experience. Picture this: I'm all set for a dreamy 17-day European adventure, booked through a travel agency that promised to handle everything – flights, itineraries, the works. I'm buzzing with excitement, but then bam! I'm stuck on a plane due to a GPS glitch.  Talk about a hair-raising start, right?

This experience, as frustrating and upsetting as it was, taught me some pretty amazing lessons in customer service – something we all deal with in our salons daily. Ever had a client waiting while you're running behind?  I sure have as I am sure you have.  In this episode I am telling what I  have learned during these situations.  

You know when a client wants something that just isn't possible, and you have to manage their expectations? I've been there. It's like when the airline staff had to tell us about further delays. They made us feel we were in it together, not them versus us. In our salons, this approach can turn a potentially negative situation into a bonding experience with our clients. Whether it's explaining a price increase or a change in schedule, it's all about making them feel part of the journey.

And finally, friends, always be prepared to go the extra mile, especially when things go south. The way British Airways handled our missed layovers, rebooking flights without us having to ask, was a masterclass in proactive service. In our world, this means taking responsibility when we mess up. 

Thanks for tuning in, and remember, even the messiest situations can be smoothed out with a bit of care and creativity.

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