Shocked at Your Respect and Empathy to Customers.

I have been taking my Poodel to this palour for around 7 years now and have never had to cancel an appointment. Today I was involved in a motor vehicle accident and the person that answered my call, proceeded to ask me "Do you know that there is a cancellation fee in our Terms and Conditions". Well, I was taken aback with this. Firstly there is no contract been signed with "Terms and Conditions", secondly how about having a little empathy "Becky", and treating your customers a little differently. I am rather shocked at the customer service. I must add though Carmen is the best person working there, and is always polite and kind. I'm seriously thinking of finding a groomer that shows a little more respect to people when emergencies occur.