I've been having to break in a whole new group of clients lately too. Problem is, especially with younger girls, they are so used to places that don't take appointments that they honestly have NO CLUE that when they book with me that they are expected to contact me if they can't make it. I know we tend to think it's just "common sense" that you would call to cancel if you can't keep an appointment, but there are SO many businesses now that work on a walk-in basis that people think that if they don't show up, we'll just take who ever is next in line. Just like putting your name on the list at a restaurant, so what if you decide it's too long to wait? They'll just call the next party when you don't answer, right? Anyway, I always make sure to tell a new client when I book their appointment that "all I ask is that if you have any small children, please don't bring them to the salon-- and if you can't keep this appointment please call or text to let me know!" That goes a long way to help, but lately I've been making confirmation calls and text messages. I usually just ask the client if they text. I like texting because it puts it down in writing and if they tell me later that they never got it I can go into my outbox and recall the message to read it back to them. Hah! I hate making confirmation calls because I feel like I'm a nail tech, not a babysitter-- if you're old enough to get your nails done, you're old enough to be held responsible for making and keeping your schedule. But in the end, I'd rather not get stood up.
Maggie Franklin: Attitudes Salon; Visalia, CA "Visionary rebel dreamer; obviously way ahead of my time." Maggie's Website Maggie's Personal Blog Maggie Rants [and rav...@nails Magazine Myspace Facebook --- On Mon, 10/19/09, Laura Merzetti <[email protected]> wrote: From: Laura Merzetti <[email protected]> Subject: NailTech:: Need help with no shows and last minute cancellations! To: [email protected] Date: Monday, October 19, 2009, 11:26 AM 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 -~----------~----~----~----~------~----~------~--~---
