A booth renter's comment about my chair side manner got me thinking

I was doing a perm wrap on a regular client last Tuesday and the booth renter next to me, Dana, overheard me apologizing twice about how long the solution needed to set. After the client left she said, 'You keep saying sorry for stuff that's part of the service. It makes people think something's wrong.' That hit different because I do say sorry a lot, for timing, for product smell, for the cape being cold. I never thought about how it sounds from the client's side. Has anyone else had someone point out a habit like that and actually changed how you talk during appointments?

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miles5811mo ago

I used to figure clients wanted to hear sorry so they knew I cared about their time. But hearing it from Dana's side made me get it, saying sorry about normal stuff just plants the idea that something's off.

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