Saundra, I don't believe this person called to cancel, LAURA called her when she no showed. She has also stated that this isn't the only one, so I don't think to just let it go and keep losing money is good customer service because pretty soon, if she keeps doing that, she will not have a business to give service.
Laura, my suggestion is, when this happens ONCE, you inform them that no shows and late cancellations will not be tolerated. Inform them that this is their ONE and ONLY get out of jail free card. If it happens again, you will not be able to rebook their service unless they pay in advance. This usually stops the problem. Rhonda On Mon, Oct 19, 2009 at 2:46 PM, Saundra Scott <[email protected]>wrote: > I believe, just let it go. At least they called and canceled instead of not > contacting you at all. > These same people will probably feel guilty and give you a nice tip later. > Keep Smiling. Remember Customer Service is what counts. Have you ever called > and canceled an appointment? If so, just keeping moving! > > On Mon, Oct 19, 2009 at 2:26 PM, Laura Merzetti <[email protected]>wrote: > >> Nail friends, I need some help! Lately I’ve been experiencing a very >> high rate of no shows and last minute cancellations. I’m also experiencing >> a high rate of new clients and referrals and it is these people who are >> doing this, not my regulars. >> >> >> >> I need a script, something to let them know that no shows and last minute >> cancellations will not be tolerated. I really don’t want to take the step >> of asking for Visa numbers on the phone to hold their appointments but I am >> getting very close to that. I am just asking them to treat their >> appointments seriously, that’s all. >> >> >> >> I just had one. New client – called her home number and her husband >> answered and said she tried to get hold of me but forgot my number. She >> tried to get hold of the person who referred her to get my number but wasn’t >> able to. Whatever. It’s not like I can tell them not to forget my number, >> can I. >> >> >> >> I am getting really tired of it though. Not to mention it affects my >> bottom line. >> >> >> >> Any ideas?? >> >> >> >> Laura Merzetti >> >> Scratch My Back Nail Studio >> >> Ajax Ontario Canada >> >> >> >> >> > > > > --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "NailTech" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/nailtech?hl=en -~----------~----~----~----~------~----~------~--~---
