It's a tough position to be in and I feel your frustration Laura. Every once in awhile I remind my clients about my cancellation policy. (ya know, in case they forgot or think I forgot! LOL) Like Rhonda suggested, I always give them the one "get out of jail card free" (but I don't tell them that in advance). I let them know that I realize life happens and this one time I will not charge them but in the future I will have to. I personally, do not like the word "tolerate" as it comes across in a negative tone and could put people's backs up. When I book a new client, I tell them right away that if for any reason they can not keep their appointment to please allow me 24hrs notice so that I may offer the space to someone in need. I stress that my schedule is very difficult to get in to but that if they can't keep the original spot, that with notice I will do my best to accomodate them. For the most part, telling them up front makes a huge difference. I don't ever mention the fee when first booking them (that again, I believe puts across a negative start to making a new connection). For the most part, my clients tell their friends how hard it is to get in to me and they threaten them if they don't show up! LOL
One other thing that has really helped is that my scheduler now sends them an "appointment reminder". I warn the clients that they are not to rely on this service as sometimes the emails don't go through and it's not my responsibilty to remind them but rather it's an added service to help keep them on track. I have way less no shows now that I've added that service and the response from my clients is good! Teresa TEN Poly Gel Educator www.tuffenuffnails.com [email protected] Date: Mon, 19 Oct 2009 15:10:27 -0400 Subject: NailTech:: Re: Need help with no shows and last minute cancellations! From: [email protected] To: [email protected] 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 _________________________________________________________________ New! Open Messenger faster on the MSN homepage http://go.microsoft.com/?linkid=9677405 --~--~---------~--~----~------------~-------~--~----~ 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 -~----------~----~----~----~------~----~------~--~---
