Q. I treat myself to a manicure every ten days. It’s a 30-minute appointment and the girl I use is always fully booked. I turned up — punctual as always — for my appointment this week to be told that the client before me had been stuck in traffic and so my manicurist was ‘running late’. It turned out to be a wait of 12 minutes and she ended up giving me rather a rushed job. I looked at my watch when I left, and saw that she had made up her lost time at my expense and I felt short-changed. This isn’t the first time it has happened. Mary, how can I politely make clear that I want the full therapeutic value of the treatment I am paying for: i.e. the relaxing hand massage well as the nail-painting?
— Name and address withheld
A.
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