Rhonda - thank you for your suggestion. It's very good and I will definitely use it. I am trying to weed out the flakes to begin with. It's like you wish you could predict the ones who will take their appointments seriously and the ones who won't. I just want people to understand that it's OK if they need to cancel and I could care less why. I just need to know, and hopefully with 24 hours notice. I have been calling the new clients for Minx to reconfirm their appointments because unfortunately they have turned out to be the least reliable. This person made the appointment on Friday, for today, so I didn't see a need to call and confirm it. And quite honestly, I'm not interested in babysitting new clients because my regulars don't need it!
On Saturday my regular client arrived and said it was too bad that her friend (who was right after her) had to cancel. I told her she hadn't called me to cancel. So she texted her and told her it wasn't cool not to let me know. I know my client felt bad, but the friend also assumed my client would tell me she wasn't coming !!! I need to stop this behavior right now. Saundra, this person did not call me to cancel her appointment. I found out she wasn't coming when I called her house 15 minutes after her appointment was to begin this afternoon and her husband told me. Is the story true? I have no way of knowing. I know that I don't accept this as a way to do business. Rhonda is right, they will not get another chance with me. Thanks Laura From: [email protected] [mailto:[email protected]] On Behalf Of Rhonda Kibuk Sent: Monday, October 19, 2009 3:10 PM To: [email protected] Subject: NailTech:: Re: Need help with no shows and last minute cancellations! 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 -~----------~----~----~----~------~----~------~--~---
