Overheard a client badmouthing our shop, caught it before it spread

Last Saturday I'm doing a skin fade and this guy in the waiting chair is on his phone, loud, telling someone our clippers are dull and we rush cuts. He'd never even sat in my chair, just saw one dude leave with a lineup he didn't like. I pulled him aside after, offered a free neck shave and asked what he saw. He admitted it was his buddy's haircut from a different shop downtown. That made me realize how fast one offhand comment can tank our rep, so I started asking every walk-in how they heard about us and if anything looked off before they sit. Anyone else catch rumors like that before they hit Yelp?

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