The customer tells us what they want and expect, but too often we aren’t listening. Or we may hear, and fail to do what is desired or expected. Then what could be a good experience becomes a disappointing one. I had this situation at a nail salon recently when I was getting a pedicure.

I like my water hot, hotter than I suppose is the norm. So I always tell the nail technician this, and sometimes I do not get the water temperature that I want. Why? I think because the technician is not focused on me having a great experience. In fact, the last one seemed very bothered by my request and handled it in a passive-aggressive manner. That was my first time at that salon, and it will be my last. Even though it is the closest salon to my new home.

Since I was the only one in the nail salon, I think they need my business. But I make it a point to give my business where it is appreciated. I will drive farther to do so.

And in case it isn’t obvious, pedicures are expensive. I refuse to spend that much money to be aggravated.