What does walk-in mean and what are you entitled to when you choose to walk-in?

I saw something that really bothered me this past weekend. I was at my hole in the wall nail salon and saw a customer walk out without paying the bill and after receiving partial service.

This customer was a walk-in customer. Meaning she did not have an appointment and just happened to drop-in for service.

The staff were very gracious and got this customer right into a chair. And started working on her feet, but she wanted her finger nails done at the same time.

I was already in the chair having my service performed and knew from a discussion with my nail lady Karen (her American name) that the salon was short on staff because some of them went home to Vietnam to visit family.

Back to the customer in question, she asked if she could have her nails and toes done at the same time to save her time. Normally this would not be a problem, but like I said the salon was short on staff that day. Unfortunately, only one of the staff spoke good English and had to translate for the rest and was unable to explain to the customer why she could not have both services completed at the same time.

This customer continued to complain about lack of speed in service, even though she got right into a chair as soon as she walked in the door. She kept muttering under her breath event though the staff tried to explain that they were doing their best to expediate her service.

As soon as her feet were done, she got up from her chair and walked out the door without paying her bill. The staff started quietly cleaning the station. No one followed her out the door to ask her to come back in and pay.

I asked Karen why and she said "this happens, there is nothing we can do." I asked how often. She said "very often". I apologized on behalf of all of those unhappy and in my opinion wrong customers. Not wrong for walking out, but wrong for not paying.

See I do believe in great customer service. But I do not believe everyone should drop everything else they are doing and take care of my every whim and care just because I decide to drop in an establishment. I know if I want to be seen in a timely manner I need to make an appointment and if I don't make an appointment and decide to drop-in that I am taking a chance I will have to wait. I know that my needs will not be taken care of in front of other customers who chose to schedule their services.

And more than that I know I need to pay for services rendered even if I am not totally satisfied because that is the right thing to do. I always tip well, but that day I tipped a little bit more to help cover the cost of the lady who walked out without paying.