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Review content:
Several colleagues of mine go to Dmitri and highly recommend him. I haven't seen him, but I have gone to Colleen twice now and both times was very pleased with the color (partial foil with two different tones) and cuts, as well as her service: she listens, "interprets" well (like many people, I struggle sometimes to find the exact words to explain what I'm looking for in a cut), and makes pleasant and intelligent conversation with you if want to chat, and respects your wish for peace and quiet if you don't.
One time that I needed a cut and color fast, though, I tried to get to see her and she was booked, so I took an appointment with Sandra, whom I subsequently came to refer to as The Hostile Lithuanian. (My paternal grandmother was half-Lithuanian; I have nothing against Lithuanians in general, just this one in particular.) She was stony-faced, even surly, through the cut, and made zero attempt at engaging in pleasantries. When I asked her, very politely, if she could take more off my bangs, she acted very defensive--she said something along the lines of "Well you said you wanted it like this. Is this not what you want--you have changed your mind?" Then, when she was blow-drying my hair, she burned my scalp and I jerked forward instinctively to avoid the pain. Not a big deal--I have burned myself sometimes drying my own hair--and I didn't make a big deal of it. I expected her to say something like: "Oh, I'm sorry about that." I would have smiled at her, said, "Oh, that's OK," and we would have moved on. But instead of apologizing, Sandra got very defensive and several times commented: "I have never had a customer react like that before. That's so unusual; you are the first customer I have ever had who acted that way. I have never had a customer tell me she has been burned. This has never happened to me before. How extraordinary... " In other words, it was MY fault; *I* was the one who erred in some way!!!
I was so happy to get out of her chair! I gave her a decent tip (about 10%) and a polite thanks, but I couldn't wait to get away from her. I have to say that her cut was quite competent; it's grown out nicely, which for me is always the test of a decent haircut. But her bizarre approach to customer service, even allowing for different cultural norms about smiling and small talk, made the whole venture quite unpleasant.
I'm going to see Colleen tomorrow and I fully anticipate a great cut and color -- and a positive customer experience with a pleasant and talented professional!
Pros: Location, some great stylists
Cons: (See headline)
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