So, the hairstylist with whom I booked the appointment was late. She didn't know how late she was going to be since traffic was stopped on the highway. It's inconvenient, but what are you going to do? The woman at the front desk proactively found me another stylist (Rachel) who took excellent care of me and did a great job. It could have been a terrible experience, but instead, they handled the "crisis" well and I left a very satisfied client.
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