No show charges -when not to charge?

[Faylizzie]

I'm a mobile therapist and usually charge 100% of the treatment costs if I get to a clients house an they're not home.
I've only ever had one person that hasn't been home (back in April).
I did what I have always planned to do in this situation and followed the rules that are on my website for T&Cs on cancellation an no show policies. I wrote her a letter to say sorry she missed her appointment an that for no shows I require the Full payment that was agreed on booking, along with the letter i sent her a copy of my T&Cs and an invoice for £40.00 an asked her to ring me to arrange payment & to rebook her treatment.
Anyway the lady in question got in contact with me today an wants to arrange to pay me the no show fee and rebook more treatments.
She told me why she wasn't home for the treatments back in April an now I'm in a dilemma, I'll feel bad for charging her the no show fee because of what she told me ... but everyone else has said to me I shouldn't be lenient as everyone can come up with a sad story that could be true or could be an excuse an I'd never get any money from anyone for having a heart & it's a business not a charity and it was a 2 hour slot she blocked out I'd travelled to her lugged 2 lots of stuff up 4 flights of stairs and got soaking wet. (I'd tried ringing her the night before to confirm but their was no answer it was 8pm I phoned and her treatment was at 8.30am the next day that I did as a one off for her to fit her in as I usually don't do my first appointment until 10am)

I wanted to get your advice, when should you not charge a cancellation or no show charge? What do you see as an acceptable reason to not show up without a text or phonecall to say that can't make it?

(I believe what this girl has told me she seems genuine but how do you know they are?)

Any advice please?
Xxxx

[JuZz'<3]

Personally I'd require proof hun, if its a situation where you can have proof, for example of she was in hospital she must have some sort of letter for either her boss or to even show the benefits office if she is unemployed.

However, i would still stick to my t&c's
Although if you feel it is a situation that will eat you up and keep making you feel bad, maybe chat to her at her next appointment and just ask her for half of what she should of payed on top of what she owes for these next treatments... Make sure you let her know your only doing it because she booked another her appointment and you appreciate loyalty or something along those lines.

You just have to think, although is was a time waster it sort of cost you nothing because you didn't actually use any product etc x

[Faylizzie]

Yeah that was my thought it didn't cost me anything but petrol an my time an inconvenience.

my OH suggested getting the no show fee but giving her a gift voucher worth that amount to use at a later date?
She's employed an was in hospital but because of the circumstances of her being there I feel like I'd be calling her a lier an don't know if I'd feel comfortable asking for proof.
I hate these situations!
Thanks for your thoughts :) xxxx

[zm85]

I wouldn't ask for proof of her being in hospital it's a bit like your school teacher wanting a note explaining why you were off. I think she is being genuine or she wouldn't have called to book another appointment with you. You said yourself you don't usually book appointments at that time so its likely you wouldn't have had another client booked in and you didn't use any products it's just the inconvenience factor, you could just charge a set charge or take 50% of the booking amount but I wouldn't sway too much from your t&c's now since you've already sent the letter

[jotommo]

just take half the app money, its still alot pr hour comared to bar job :) i would do that so you dont loose and also look like your being ok with her x

[kizzycat]

Ithink you sometimes do have to go with your gut instinct. If you take the money off this woman, are you going to feel bad? is it really worth it for £40. I also think the fact that she is willing to pay the full amount would be worth more than the money anyway. Or maybe Im just a big softee:eek:
I would hate for it to leave a bitter taste in your mouth (or hers)

[PixieBeauty]

I'd take the money off her & say you have to comply with your Ts & Cs but here's a treatment voucher for half the value or the full value minus expenses & say after your recent illness or whatever treat yourself but be clear it's a one off for an unusual situation - that's just how I'd play it. If she is willing to pay and has rebooked she's likely a long term customer so worth rewarding?

[squidgernetball]

I always leave a message for clients saying "you had an appointment with me today at 2.00. I hope everything is okay, I look forward to hearing from you" and then take it from there. If they phone and say "my daughter got rushed to hospital" I wouldn't charge them but if they say "I forgot" or "my mate came round and we went out" (that one actually happened) I charge 50%. I also feel that as the world and his mother has a mobile phone, a text or quick call would be possible in most situations. I rushed in yesterday to fit a lady in early, and had a message on the work phone saying she has a migraine. My answer machine says you can call or text the mobile 24/7, but she didn't, so I rushed for no reason, but I won't charge her cos I'm a softy!!!

[Faylizzie]

I've decided not to charge her due to her circumstances an the fact that she's actually willing to pay makes me think she is genuine, but I have said that it is a one off and if something like that happens again a quick text to tell me would be much appreciated. Thanks for all your advice :) xxxxx

[Tomme]

I'd charge her, if you were a receptionist in a hotel and the policy was 100% for no show you would charge them 100% no matter what the reasons, you have to see yourself as a business and just an employee at that business following the rules set out for you otherwise it could get that people take the p and do it all too often.
The only reason in my books I wouldn't charge is if the client died, I can't charge a dead person now can I? Other than that, they are still bound by the t&c's set out and are liable for payment.
Sorry if this sounds harsh, but any reason other than te death of the person wouldn't be accepted anywhere else, so why not in this industry? Xoxo