"I'll tell you how long you'll have to wait. I only have two hands and you came in at a rush hour. You should've asked me how long the wait was when you came in." was the response I got after waiting for 50 minutes! I felt as if I was an inconvenience to this place. When they get to it, they do a good job but when you are in a customer service business how about focusing on the customer service. Another suggestion is to be proactive and inform the customer about the wait time as soon as he/she walks in. A lot of customers assume that the wait probably be about 30 mins.
If you are busy that is a sign to hire more people to reduce the wait time for your walk-in customers. And after your customer had waited for an hour before she was attended to, she really didn't need to hear that you had only two hands. I was so taken aback that I didn't even notice the manicurist forgot to give me the lotion and the regular hand massage. I still left a 20+% tip.
I had been to this salon a few times before and was patient enough to wait. I don't think they'll lose any customers but I will not be returning to this nail salon, nor will I be recommending this to any of my friends. My time is not worthless.
Take this criticism and nail it with your customer service. Good Luck.