There was absolutely no consistency to the experience. The expectations created at the first meeting were violated at each subsequent visit. I wasn’t sure what to expect. And something in me wanted to be sure. I wanted an experience I could repeat by making the choice to return. The unpredictability said nothing about the barber, other than that he was constantly—and arbitrarily—changing my experience for me. He was in control of my experience, not I. And he demonstrated little sensitivity to the impact of his behavior on me. He was running the business for him, not for me. And by doing so, he
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