When Mary L, a 30-year-old civil servant, experienced her manicurist cutting her fingernails too deeply during an appointment, she asked her to be more careful and kept a watchful eye on the situation. Rather than making a scene or lodging a complaint with the nail salon, she simply chose not to return to that establishment.
“When I’m not satisfied with a beauty service, I will just keep quiet until the end and make a mental note not to return,” she reveals. “I try to avoid confrontation because I am worried that the situation might deteriorate [they might provide worse service] for the remaining duration.”
It’s something that other women in Singapore have experienced. Melissa L, 31, says she gives feedback for things that can be rectified immediately, such as if the nail tech cuts into her skin. However, she hesitates to complain if she isn’t satisfied with the overall experience.
“I’ll just not return,” says the manager. “I’m not sure if I’m not fussed about a lot of things, or if I’m just afraid to complain, because some beauty service providers can be quite intimidating."
Occupation IT consultant, Sharon L, 27, says she gives feedback if she’s not satisfied with a beauty service even if she decides not to return to the place. She complained at a nail spa once, to let them know “their polish didn’t last long and was not worth the money”. The salon responded to her feedback by agreeing to bring in other nail polish brand options.
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