Offended? If anyone should be offended it's Laura. She is the business owner and she is being stiffed. I see no reason for anyone to be offended unless they have no respect for the person giving their service. If that is the case, then that is a client that you do not want to have. Fill that spot with a client that understands and respects the professional business relationship that she should all have.
Rhonda On Mon, Oct 19, 2009 at 3:05 PM, Saundra Scott <[email protected]>wrote: > Sounds good to me. Hopefully, no one will be offended. > > Have a Bless One! > > > On Mon, Oct 19, 2009 at 2:58 PM, Rhonda Kibuk <[email protected]> wrote: > >> 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 -~----------~----~----~----~------~----~------~--~---
