All customers expect great customer service, but what if you’re late for your appointment?
On Monday (29 Oct), Ms Ho had an appointment for eyelash extensions with a beautician from NXLASHESSG.
Ms Ho allegedly paid a deposit of $20 to confirm her booking. She told her beautician that she was going to be late for 15 minutes because of her work.
On 4:40PM, she was on her way to Pioneer MRT but was told that her beautician could not “wait anymore”.
Ms Ho called her service provider out on Facebook and claimed that she should have been informed if the beautician couldn’t “wait for more than 10 minutes”.
Here is her post in full:
In the post, she attached screenshots of parts of their conversation.
On Tuesday (30 Oct), the owner of NXLASHESSG identified herself as Jiahui, and told her side of the story in a Facebook post.
She claims that Ms Ho’s appointment was at 4:30PM and she gives customers a grace period of 15 minutes. As stated in Ms Ho’s post, she would reach Pioneer MRT at 4:45PM, instead of Jiahui’s place.
Jiahui claims she gave Ms Ho the option to reschedule her appointment but she allegedly “flared up” and said she was “wasting her time and money”.
She also clarified that she respected all her clients. If her next clients had to wait because the previous client was late, it was “unfair to the rest and unethical”.
While she did not want to bring up the issue on social media, she had to “defend her reputation as well”.
Jiahui attached pictures of her full conversation with Ms Ho in her Facebook post.
In a screenshot, it was revealed that the Ms Ho said she would be late 15 minutes prior to her appointment. Jiahui replied that she can only wait until 4:40PM.
At 4:41PM, Jiahui said that she could no longer wait, and offered to reschedule.
However, the situation soon turned ugly, as far as the next series of screenshots seem to show.
Jiahui was told to improve her “freaking attitude and customer service”.
Ms Ho then justified her late arrival and questioned Jiahui’s knowledge on “customer retention”.
The conversation went from bad to worse when Jiahui was called a “scammer”.
Jiahui replied with a screenshot of her policy on last minute rescheduling, which seems to be posted on her IG stories.
Jiahui then said Ms Ho was “reaching” because she asked her to wait when she could not make it during the grace time period.
The next day, Ms Ho still seemed salty over her appointment.
In her Facebook post, Ms Ho claimed that she was not told about the grace time period.
We did some digging and found Jiahui’s T&C (Terms & Conditions) on her Instagram Story highlights. Her grace time and rescheduling policy were posted more than 6 months ago.
In her Facebook post, she reveals that since her appointments were back to back, clients should be punctual because “it’s not fair for the next client”.
She then recalled her experience of accommodating a late client, while her punctual client had to wait.
And nobody wants to wait, especially when they’re on time.
We can all agree that customer service is important, but what if it’s at the expense of someone else?
Do you think that Jiahui should’ve waited for Ms Ho?
Or do you think that her grace period and late appointment policy seems fair?
Let us know in the comments below.
Featured image from Facebook and Instagram
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