unfortunately for me an earlier client had arrived late to their appointment which meant I had to wait for my appointment, which didn't start till 1 hour after my booked time. They communicated this with me as soon a I had arrived and checked to see if i was happy to wait. Luckily I wasn't in a rush so was happy to wait, they gave me a free hair treatment while I waited and also advised I could get my next haircut with them at a lower cost. I was happy with how they managed the situation.