Service Recovery

I first heard this terminology while doing my Masters at the University of Surrey in the UK. That, and Service Failure. Since then, I have tried to observe situations where there was Service Failure, and what Service Recovery took place. Recently, I tried out a Shellac manicure for only the second time in my life. In fact, I have probably done about 15 or so manicures EVER! It was my birth month and I wanted to treat myself. One of the deterrents to doing manicures is that you are at its mercy until the varnish dries. Very unproductive in my opinion.

The draw to the Shellac is that it promises to last 14+ days. Persons I know have tried it and swear by it. Well, it looked pretty for sure, but by day 3 or so, some nails started to peel. Service Failure.

I emailed the salon. BACKSTORY: I had originally booked and pre-paid for a regular manicure. It was at the last minute I decided to pay extra for the Shellac. Thinking that I was giving feedback on a regular manicure, this was their response:

We are sorry the service has not lasted as long as you would of [sic] liked. Under normal circumstances we would offer a re polish if we were informed within 72hours.

Hmmm……not sure that I liked that answer, even if it were for a regular manicure. I clarified that it was for a Shellac and then they responded that I should have been given specific instructions for its care, such as don’t put hands in chemicals, sunscreen or salt. I did all those things. Notwithstanding I didn’t get any instructions, I thought it was quite silly for one to have to curtail activities because of a nail polish.

Next came the service recovery gesture.

We are happy to refund the additional funds paid for the shellac application to your account, which you can use for further services.

I opted instead to have a complimentary removal of the Shellac. Yes, it’s not something you can do with ease at home. That was done and my nails are back to being Plain Jane again.

So, how did they do? Would you go back, if you were me?