11.01.08
An Open Leter to Mr. Angelo Falconi III ( Angelo Falconi III Salon RFC Molino Branch).
Dear Mr. Falconi,
I just want to report the incident happened in you RFC Molino Branch this morning and hope that this will not happened again to your other clients.
I am Mrs. Lalaine M. Familara, a resident of Molino II, Bacoor, Cavite. My four (4) children, all boys are regular customers of Angelo Falconi III at RFC, Molino Branch. Every month, nag papagupit sila sa salon niyo. Even my husband, sa salon niyo siya nag papagupit at nag papakulay ng buhok and even my sister. In short, my family is a regular customers of your salon until this incident happened just this morning.
After the mass at the IFI, we proceeded to your salon for the haircut of my two (2) sons, that was 9:30 am to be exact. Just on time that your salon was opened. and we were so lucky that we entered 3rd. We got no. 1 number for Mar and another no. 1 for Edmon. So I gave the numbers to Mar and Edmon respectively. They let my boys sat down on the high chair at nalagyan na ng balabal and about to put tissue around their neck when your head staff approached us and told us that she’s sorry pero my nauna daw sa amin at pinaalis niya ang mga bata, hinubaran ng balabal at may pinaupong ibang bata, supposedly na una daw sa amin. Yes, we’ve seen those people sitting on the bench when we arrived in your salon, but I am not aware that they are waiting for your salon to open. should I known it, then we have to wait for our turn. But for your info, I am not aware for it. So we just stand by near the door for a seconds because your salon was about to open.
Now, If I may ask you, is it ethical to let your client vacate the high chair when the barber is about to start? Parang nasa isang handaan yan na nagbigay ka na ng plato sa mga bata and about to get food tapos pupuntahan mo at oppppssss….. akin na muna ang mga plato niyo at may nauna sa inyo.It’s embarrassing, isn’t it? If you are in my shoes, and your the parent of those two kids, matutuwa ka ba? I am not in the mood of figthing this morning because I just finished attending the holy mass but I can’t let it go just like this, because I want to let you know and to educate your staff about the proper decorum of treating your client. It was posted in your website that your STAFF CORE VALUES are as follows:
1. Strive to aim for customer satisfaction. Provide top quality service as perceived by the customer.
2. Take the work professionally and not personally.
3. Treat each co-worker as a customer to get more cooperation.
4. Solve problems without blaming yourself or others. Instead, ask help from co-workers.
5. Encourage ongoing feedback/suggestion to improve the business.
6. Everyone must strive to create and maintain a work environment that is conducive to team work, efficiency, customer convenience and satisfaction. QUALITY VISION
Thus, I’m writing you this for your information and for the improvement of your services.
May I suggest that, even if your salon is still closed and there are customers waiting outside, maybe it is proper to give them a number para hindi mag kagulo kung sino ang nauna or sino ang dapat mabigyan ng unang number o kaya mag pila sila. Unlike this morning, nakaupo na lang sila at nag tuturuan kung sino ang nauna at sino ang dapat may number one kahit huli silang pumasok. I told this to your head staff this morning and she answered me, HINDI DAW PWEDE AT SARADO PA DAW ANG SALON NIYO. Precisely, that’s my point. kung ganoon nasa isip niya, ganon din ang sa amin. So ang unang pumasok sa salon siyang mauuna, Right? In our case, pangatlo kaming pumasok, so kami ang pangatlo na nabigyan ng number yong second kasi wala pa yong favorite nyang barbero so he has to wait. Bakit pinaalis ang mga anak ko sa upuan at pinaupo ang ibang bata na according to other client ay naunang dumating. For me, lumalabas na walang professionalism ang yong staff. Hindi niya kayang depensahan ang ginawa na ng ibang kasamahan na namigay na ng number sa unang pumasok. in short walang proper coordination among themselves. kailangan nila ng training how to handle client.At sana yong head staff niyo, although she is very apologetic, she knows how to weight things. Sino ba nagkamali at kanino ba mag kakaroon ng malaking damage just incase sundin niya ang desisyon niya?
I am sorry to tell you that my children will no longer go to your salon, and even wrote a blog in their website about what happened to them at Angelo Falconi III, RFC, Molino Branch this morning. Hindi ko sila kayang pigilan, because it is their right to express their feelings. Napahiya kasi sila.
Hope this will enlightened you and your staff.
LALAINE M. FAMILARA
Department of Labor and Employment
Intramuros, Manila
