Jo and Cass Hair and Beauty - Kendal (1412 reviews)

Comment

I've been going to Lou at the Kendal branch of Jo & Cass for a few years now. This time I was greeted by someone I assume to be a manager? Although at first, when she said "hello", I didn't realise she was speaking to me as someone taller was stood in front of me at the desk and she spoke through them. Lou instantly recognised me, took my jacket, and greeted me with a big smile and "hello". She took me to a chair upstairs and happily chatted away about what I wanted to do with my hair, she recommended what would suit me and we agreed. She went to get the bleach mixed and then there was a shout of "come on girls, get working" which I thought was an odd thing to do in a shop with customers present. Lou came back, applied my bleach, went to put on the plastic head cap and SURPRISE SURPRISE...for the second time in a row, there wasn't any and no-one could locate one anywhere. Lou did a fantastic make shift cap with a bib and left me to it. On numerous occasions I was entertained by a variety of young ladies walking upstairs and modelling themselves in the mirror, pouting, adjusting their hair or make up. Lou came back to wash my hair through, as always, she checked the water temp and finger pressure with me, all of which were fantastic. In the midst of the shampoo Lou realised there was no conditioner or towels! The lady who greeted me at the desk had appeared and was turning on the Ipad to play music, Lou asked if she could please send someone up with the missing items? The lady didn't particularly seem bothered, more like it was a hassle, she finished putting on the music, then sorted through the magazines on the shelf, taking some of them off and went downstairs. A girl brought up the items, then needed to go check her make up was still in the mirror for a couple of minutes. Amazingly she had brought a conditioner that was so close to being empty, it had to have water added to it to get it out!!! The toner was applied and yet another make shift cap was made, which is probably why it took an extra 20-30 minutes than normal for the right tone to be achieved!!! I was taken downstairs to get the cut done, only for Lou's next appointment to arrive and be told she'd only be 15 minutes. Lou went straight over and apologised that she'd over run and asked if she would like her to organise someone else to do the cut or did she have any shopping she needed to do. The lady was quite abrupt and said she'd leave as she was meeting her husband soon(why do people book things when they have to be somewhere?!!) but this wasn't good enough. Lou managed to bring her round and arrange someone else to do the cut and the lady seemed happy with that, customer saved-good job! Another lady arrived for her(thankfully 15 minutes early!) and was shown to a chair, she got a quick wave and hello from Lou, and then she was left there without anyone offering a drink or a magazine, that's how it looked like to me. Lou finished my cut and once again it is a fantastic colour, a great cut. I get lots of compliments about it and always recommend her. However, this visit, I decided that if Lou wasn't working there, I would find a different salon without hesitation. Her interpersonal skills and humour throughout the appointment are fantastic, every time. This paired with her knowledge and confidence to guide you in the right direction is everything you need in a great stylist. As an Assistant Manager within a 4 star hotel, I know what customer service should be and I also know we don't get it right every time, but if you can't make your customer feel like they matter and you care, you're missing something vital. I would appreciate it very much if you could pass this comment on to Lou. Kind Regards.