Ipek

Mar 4, 2025

Treatment of a Loyal Customer

I have been taking my son to Trotters in Turnham Green for a haircut for six years. However, due to the store managers' approach, I had two shopping experiences that did not go well. Once, in six years, we were 7 minutes late for a haircut appointment. Although a solution was found, the store manager was not happy about it. During a haircut, I showed my son a sweater with a knight on it to see if he liked it. While we were looking the store manager came over and said "Your hair is getting cut and you are also getting a sweater what a spoiled child you are." After that, I decided not to buy the sweater. Today I wanted to ask about shoe sizes while picking up my son from school, to check if they had the size before coming back later. The sales assistant was helping another customer, and while the customer was deciding between two shoes, I quickly asked if they had the size I needed. The sales assistant said yes, so I said I would come back with my son. At that moment, the another store manager reminded the assistant to focus on the other customer. I didn’t understand why such a small question needed a public correction. It was not a pleasant moment. As I was leaving, I tried to explain that I didn't want to disturb anyone and just asked a short question while the customer was deciding. The response I got was, "you sure?" Because of this experience, I decided not to return to buy the shoes, even though my son needed them for an event the next day. All the staff are kind and helpful, but the management’s approach to both employees and customers creates an uncomfortable atmosphere. We really like the hairdresser there, but if they leave, I don’t think I will ever visit the store again.