I went on a tangent after Princess got a reallly bad grooming & left my input every where, including on their website. I can't remember if I signed up with yelp at the time as I was probably too mad & impatient. They never contacted me & I was very surprised, sort of. It showed the kind of business owners they are. If I was looking them up & saw my review of how they handled their several screw ups it would turn me away. Not the fact that they screwed up to begin with. Had they contacted me there would've definitely been a follow up on every review.
As for the customer always being right, I believe they always are. Not in the literal sense, but I feel it's my job to make it right & exceed their expectations. I also work in hospitality, so, ya know, that's just what it is.
