00:00Give me my money back!
00:01Give me my money back now!
00:04How dare you waste my time when you think you are!
00:06I swear to God, if you touch me again, you even fire to me!
00:08You put your hands on me!
00:09How dare you come with my mother?
00:12What about me?
00:13She had been a return client.
00:15It was notorious for coming to me with, like, really knotty hair,
00:18but it was never a problem.
00:20There was no need for me to start screaming at you.
00:22Why are you making it such a big deal to scream at you, Isabella?
00:25I didn't want to scream at you.
00:26On this particular day, I was just detangling her hair
00:29for so long.
00:31You need to get out of my house.
00:33But I think you do need to leave.
00:34Of course, why would I stay?
00:36That's fine, but you can't go somehow.
00:39You can't tell me what to do.
00:40You weren't here. You don't know the situation.
00:42This all kicked off when the stylist informed her client
00:44she wouldn't have enough time to finish her hair.
00:47That's where she wants hair business,
00:48and that's where your problem is,
00:50so you need to understand.
00:51If someone comes to your house...
00:51Yeah, but I'm a repeat customer, love.
00:53Like, she's someone that I would tell other people about.
00:56Do you understand?
00:56That's why I said if my hair was oily,
00:59if my hair was too much,
01:00and because she has to take extra time to do my hair,
01:02I don't have an issue with her saying,
01:04look, I need an extra 15 pounds,
01:05I need this and that,
01:06because my hair is taking too long.
01:08I don't have a problem with that.
01:09I've never had a problem with that.
01:10When you time your services,
01:12it can, like, really delay your day.
01:15That's what I was trying to explain to her,
01:17but she didn't understand.
01:18The client had started screaming at her,
01:20demanding her money back and calling her a thief.
01:23Everybody has things to do.
01:24People are booking their appointments for certain things,
01:26so I need to be done by a certain time.
01:28If I'm not sat here,
01:29detangling your hair for another 30 minutes.
01:31And I understood that,
01:32and I apologize for that.
01:33I did not know that my hair was going to be this way.
01:36It's about the time,
01:37and I think that's what you're not understanding.
01:38The thing is, it's time.
01:40I am strict with my times,
01:42because I have to see everybody that has booked at me.
01:44I was very, very much open with doing her hair,
01:47after I had done all of my clients that day.
01:50But because her hair was just taking so long to detangle,
01:53it was just going to clash my schedule.
01:55I don't know how you expect me to sit there
01:58and detangle your hair for half an hour.
01:59I didn't know that you were going to have to sit there
02:01and detangle my hair for half an hour.
02:02But it's actually your responsibility
02:03to just make sure you come with hair,
02:04that's not detangle.
02:05Yeah, I understand that, Isabelle,
02:06and I apologize.
02:07I apologize for that.
02:09I just wanted you to do my hair.
02:11I come to you for a reason.
02:12The stylist argues that it's the client's responsibility
02:15to ensure their hair is in a workable condition
02:17prior to the appointment.
02:18People who come back to me more than once,
02:20I have the utmost respect for you,
02:21because you choose to put me on your bills,
02:23and you continue to come to me as a service provider.
02:25I really appreciate that,
02:26because getting your hair on is a luxury.
02:27You know what?
02:28I think, for me, it's just like,
02:30the boundary has been crossed.
02:32What I'm assuming is,
02:33I knew your hair was really messy.
02:34I knew your hair was...
02:34No, I'm not assuming that.
02:36I'm thinking of using that as an excuse,
02:37because it was never a problem before.
02:39And it wasn't, because your hair would be as messy as it was.
02:41Then why didn't you just charge me £30 for that thing?
02:44If it was just you today,
02:45I would have sat there,
02:47let you just handle your hair,
02:48finished your hair,
02:49that would have been it.
02:49But today, I have a busy day.
02:51I finished around seven years.
02:52I didn't have a time.
02:54That doesn't make sense,
02:55because you're assuming I knew your hair was going to be messy.
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