Appointments - last min cancellations....

[Deleted User]

Never ceases to amaze me how rude some people are. Must have heard every story in the book as to why they suddenly have a huge drama and cant make their appointment

Must admit usually kids is used. Good one this I guess.

The thing is it happens so often that we KNOW its either changed mind, cant afford it, or just got something better to do.

The number of people who cancel with an hour to go when its 30 mins drive away is unbelievable. Do they think we're stupid? How hard is it to cancel with a few days notice? I appreciate emergencies happen but our customers must be the unluckiest in the world!

Worse still we've had one or two where we've driven 30 mins to house - no answer. They're not even there. And then they just ignore our mobile calls until we give up a few days later.

Absolutely beyond belief sometimes....

Perhaps I'm just being naive but I wouldnt mess people around like this. I felt guilty the other day postponing my dentist appt with two weeks notice!

However, being sexist here but I think its woman thing. There's often a strong hint sometimes that someone will make an appointment because they REALLY want the treatment but it just hasnt sunk in about the cost. Then they seem to realise when they wake up on the day and reality strikes.

Acc72

Are you the person who does mobile beauty treatments ?

If so, you need to ring/text clients a day or 2 before their appointment and ask them to confirm (although you will always get the odd customer who confirms and then doesn't show or is out etc.).

You also need to look at how many customers you see each week and how many are "no-shows" - is this % increasing ? is it the same people who let you down more than once ? do you advertise that appointments cancelled within 24 hours will incurr a charge ? (I am not suggesting that you necessarily actually do charge, but making people aware - on website, flyers, appointment cards etc. - will help to concentrate the mind !).

Also, remember to also focus on the positive - eg. if 10% of your customers "let you down" then remember that 90% do not !

In your business it is very people centred and you need to maintain a positive approach.

Pennywise

If it's a problem of people forgetting, then you need to set up a reminder system, either phone, text or email, to remind them.

If it's a problem of just changing their minds, then you need some way of leverage to encourage them to keep their appointments. How about charging a small deposit at time of booking that's non refundable if they cancel at short notice. If someone is serious enough, they'll pay. If they object to paying a deposit, then they'd be more likely not to attend anyway, so you've saved yourself a missed appointment.

One thing for sure - doing nothing other than complaining about them to third parties won't solve anything. If it's a big enough problem for you, then you have to take action.

I have an accountancy practice and don't really mind clients not turning up as I have plenty of other things to do. Where I have to go out to attend clients' homes or businesses, I always make contact a day or two beforehand to re-confirm times etc - this was because when I first started I had 2/3 occasions where the client wasn't in and that's 2/3 times too many so I do all I can now to make sure it doesn't happen in future.

[Deleted User]

Yes, we've thought of starting to take deposits to be honest. Might be the answer but I dont want to sound heavy handed to the honest people who stick to appts.

The one where the guy wasnt home was really annoying. It was a 45 min (20 mile drive) and he knew this but he didnt even bother phoning to cancel. Then when we phoned him and left messages he never answered or replied and we never heard from him again.

Also, had one fella who was home and just didnt answer the front door. Could see him through the window ducking down behind his sette!

Most people are pretty good to be honest, but we've had more emergencies than we should have if you know what I mean. When we do get one who may be genuine you tend to think that they're lying again.

Got friend whos a hairdresser and apparently the problem is worse for them so maybe its just one of those things.

Also, I remember seeing in my GPs surgery the other day, that they had lost so many days of GP time in the last years because people had failed to attend appts booked on the SAME DAY.

Perhaps its just me then because I'd never do this...

paulwf

It would make sense to at least take deposits from new customers, don't worry so much about regulars if they are reliable. As a compromise you could state that the deposit is non refundable but if anyone is unhappy with that give them a credit note towards a future booking. That means they aren't out of pocket but you still get a booking so not all is lost.

Customers are funny things, when I used to be in the cycle industry delivering bikes to customers at Christmas was a nightmare. They'd whinge how inconvenient it was even if you offered a 1 hour slot and delivered for free. Quite often on Christmas Eve you would be ready to shut and there would be one bike left, that gives you a real dilemma as someone will be left without their present. Also customers would sometimes pay a £50 deposit then cancel the order and not care that they lost £50.

[Deleted User]

paulwf wrote: »

It would make sense to at least take deposits from new customers, don't worry so much about regulars if they are reliable. As a compromise you could state that the deposit is non refundable but if anyone is unhappy with that give them a credit note towards a future booking. That means they aren't out of pocket but you still get a booking so not all is lost.

Customers are funny things, when I used to be in the cycle industry delivering bikes to customers at Christmas was a nightmare. They'd whinge how inconvenient it was even if you offered a 1 hour slot and delivered for free. Quite often on Christmas Eve you would be ready to shut and there would be one bike left, that gives you a real dilemma as someone will be left without their present. Also customers would sometimes pay a £50 deposit then cancel the order and not care that they lost £50.

Thats well weird. Never ceases to amaze me how some people run their lives sometimes I must admit.

System

I always get a deposit from private customers, usually for about a third of the cost of the party. I have now rewritten my terms and conditions, as follows ;
THIS PARTY IS BOOKED FOR upto 2 hours. The client agrees to pay full amount.

Shouldthe client cancel party within 5 days of party date, then full fee will be due.

Shouldthe client cancel party within 14 days of party date, then 50% fee will be due.Should the artist become ill or unable to fulfil the booking, every effort willbe made to find a replacement artist of equivalent skill, or the fee will berefunded.

Obviously there will always be emergencies, I have children of my own and know that sometimes life does not go as planned.
It does help to weed out people not fully committed to paying for party entertainment or that have not really thought their budget through
Also, I feel that people need to realise that by committing to their booking, you are be turning down other paid work for that day/date to accommodate their party.
PS It is not always a woman thing :-))

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My dentist phones 24 hours before an appointment. I used to think it somewhat intrusive but I now see the value in it and appreciate it.