My husband and I used to come to Felice's hair salon and his brother's barber shop next door for a while (a couple years). Although they did their job OK (not great, by any means), we both stopped going there. The reason? Bad customer treatment (subtle insults, bitching about customers behind their back, queen-like attitude). My first impression was different, but after awhile I couldn't take it, and a few months later my husband had enough as well. I think, if you have loyal customers, you should treat them well. What made my husband quit? He was running late for his haircut appointment because he was stuck in traffic, so he called the barber on his cell to tell him that. The barber started bitching at him on the phone (!), so my husband just drove there, gave him the money for his time, and left. He is never coming back. And the barber didn't even want to show up, he was hiding in the back room! So much for the customer service. This was THE only time my husband had an issue making to his appointment, and he was a loyal customer.