Client's running late

[lillyflower]

Hi guys,

I finally managed to get my salon opened BUT I'm having issues with two client's who keep turning up late, and I don't mean like 5 minutes, half an hour or 45 minutes, I have people booked in after them, its not like I'm in a position to turn away business just now as I'm just starting out but I really don't know how to deal with this situation anymore.

I have explained to them that when they are late, their treatment will be compromised or I offer them another day or time but they still turn up at ridiculus times! (please excuse my spelling).

I honestly don't know what to do! I need to pay for my stock so need the money but i'm honestly getting sick of it!

Has anyone else had these problems and had a sucessful outcome?

Lillyflower xx

 

[BABSann]

Hi guys,

I finally managed to get my salon opened BUT I'm having issues with two client's who keep turning up late, and I don't mean like 5 minutes, half an hour or 45 minutes, I have people booked in after them, its not like I'm in a position to turn away business just now as I'm just starting out but I really don't know how to deal with this situation anymore.

I have explained to them that when they are late, their treatment will be compromised or I offer them another day or time but they still turn up at ridiculus times! (please excuse my spelling).

I honestly don't know what to do! I need to pay for my stock so need the money but i'm honestly getting sick of it!

Has anyone else had these problems and had a sucessful outcome?

Lillyflower xx

It can be a problem with certain clients.I think you either tell them you cant do the treatment but they have to pay for it because the time is booked up(hopefully this will shake them into not being late on their next treatment)or you tell them you will have to start charging because it's making you run late with other clients or you continue to put up with it.

The thing is the more you put up with it and let them get away with it the more they will do it,why???because they can.There is no deterrant.

I used to have one lady who came in for her non surgi facial,come in late every time,it annoyed the hell out of me because she had an excuse everytime.I would be chasing my tail throughout the treatment so I didnt run late with the next client all the time,and she didn;t care one iota.

One day I said I cant do the treatment,she looked horrified and I said I just have not got the time.Anyway,it did help a little,she still ran late every so often but I like to think it taught her a valuable lesson.HTH

:hug:

 

[Helen v]

I agree with Babs, I have clients that are occasionally late by a few minutes...this is not too much of a problem. However I had 1 client that was consistently either 20 minutes late or would ring an hour before her appointment to say she couldn't make it with no excuse or apology. In the end when she turned up late yet again i refused to treat her due to lack of time, and still charged her...much to her disgust ( i will hasten to add she is no longer a client..but in my mind she didn't have any respect for me and the work i did so no big loss). With other clients when lateness has been an issue ive stuck to the same policy 15 minutes any later then the treatment doesn't happen but a charge is still made (at my discretion) and to be honest it works any lateness i now have is literally a couple of minutes, or i get a phone call letting me know how far away they are. It is hard to be strict with clients especially when starting out, but believe me it will pay dividends, and it will soon establish a very loyal and respectful client base. HTH & good look. xx

 

[persianista]

You could tell her that she is booked half hour earlier, eg if she says half nine, agree but book her in at ten. then when she rolls in a five past ten it's not so much of an issue.

 

[Blue Rose]

You could tell her that she is booked half hour earlier, eg if she says half nine, agree but book her in at ten. then when she rolls in a five past ten it's not so much of an issue.

That's what I was going to suggest - have done something similar many a time before, lol

 

[kezza*]

They soon learn when they turn up and you say I'm really sorry I can't do the appointment now.

 

[leighpr]

i have many clients who i book in later than we arrange< my client always turns up at least 15min late so i book her in later than i tell her. works much better and if they do for once turn up on time they have to wait and it teaches then!

 

[tigi]

I find that turning them away a few times because they have missed their appointment does the trick!