A new client came to our salon asking for a new cut and color. Hours later, she saw the result and started crying: “This is horrid! I won’t pay a dime!” The manager came. The moment he saw her, he turned pale. He pulled us aside and shouted, “You idiots!”
The manager, Tomas, turned to the woman and tried to speak calmly. “Ma’am, I… I think there’s been a misunderstanding. Would you step into my office for a moment?”
She glared at all of us but followed him. The door closed behind them. We all exchanged looks.
Do you know her?” Mara asked him in a hushed voice when they came back out ten minutes later.
He didn’t answer. He just walked over and refunded her on the spot, personally offered to pay for an Uber, and even gave her a voucher for a free service in the future.
She didn’t say thank you. She just left.
We stood in a circle, still holding brushes and towels, waiting for Tomas to explain. But instead, he snapped, “Back to work,” and disappeared into the back room
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