customers may forget what you said but they will never forget how you made them feel

My daughter went to legendary barber Menlyn on Tuesday 14/01/2025 13:00PM for a hair cut, she waited for 6 hours until the shop was closed without been assisted. only to people were working knowing very well that schools are opening the following day. people who came at 11:00 AM also left without been assisted. how do you mess up such a good brand?