Enforcing late cancellation Fees

[VirginiaW]

Hello

Just want to get general feel on enforcing cancellation fees with regular clients. This does not happen often, but when it does it annoys me. The last few months I have had clients cancel last minute. I do have a 24 hour cancellation policy, and also do reminder calls 24 hours beforehand giving them the chance to cancel. But things do come up last minute which I can understand, but not good for business. How do you approach this.

 

[Elle1979]

This is a tricky one I think.
Things do sometimes crop up which are neither the fault of yourself or the client.
Personally I go with a 3 strike rule as there are some people which persistantly cancel or don't show up which is just bad manners as far as I'm concerned.
I think a small fee for those offenders is certainly acceptable. Especially as you are so great at reminding them about their appointment.

 

[user 25559]

I have always wondered about how to go about this one, it is tricky.
I understand that we can charge a fee for non cancellation or no show but how can we make the client pay so to speak.

Surely they wouldnt just give over money?? xx

 

[Urban Geek]

I have a lovely client who has a lot to cope with at home as her hubby is not in good health. She was prone to cancelling her appointments or rescheduling at the very last minute, often on my busiest days.

I had a very diplomatic chat with her, highlighting that when she cancels at such short notice it costs me money and results in me refusing clients that I could have done afterall. I told her that perhaps she shouldn't book her appointments in advance and just call me on the morning she would like her nails done and I would try my best to accommodate her but couldn't guarantee anything.

She apologised sincerely and promised to keep her appointments or give me sufficient notice to get someone else in the slot.

She has never missed or rescheduled an appointment since.

 

[kylieb]

I let my clients walk all over me in the beginning...but not any more!! 3 strikes and gone. I havent got time for these messers. I understand that people do need to cancel from time to time and that's fine. It's when they are doing it every time that seriously annoys me to the point where I want to shout at them (of course I wouldn't)
I told one client to go somewhere else. People may not think it's professional and all this stuff about we need our clients but i'd rather spend my time on the clients that are good to me to be honest.
xxx

 

[leonnib]

i think the 3 strike rule sounds fair to me.
but ive been taking deposits for bigger jobs that are 2/3 hours long.
this means there more likely to turn up.

if they do it a 3rd time it means they have no regard for your time.

 

[*sarah*]

I have a client who cancels with the most ridiculous excuses but I keep booking her in as I'm not very busy, hopefully this will change "as I have a grand plan" lol then I'll tell her I'm too busy lol xx

 

[shedunlop]

I would do the same as Christine (Urban Geek). I have had these discussions with clients in the past and not allowed them to book in advance. They can ring me to see if I can fit them in. Some clients see making an appointment as a 'just in case I fancy it on the day' thing! They don't understand that this loses us money. Once you change them to booking on the day they 'fancy' they soon realise that you are a busy girl and they then make an effort!

Things will crop up occasionally and we can use our judgement, we get to know our clients very well over the years and can spot the ones who are genuine and the ones who are not.

 

[tigi]

I have the following rules about late cancellation and no shows.

If the person is a first timer and no shows with no notice, we do not allow a second appointment unless they pay for it in advance. (we use our judgement though on this one).

If the person has been a few times before then we allow two late cancellations with no penalties, but after that they either pay in advance OR they can book with us on the day they want their appointment and take the chance that we have something for them.

I find it works well, we try hard to be understanding as life does throw people a curve ball, but if it happens often we have to speak with them and let them know that this is our policy.

 

[single sparkle]

I agree with Tigi, if you don't put your foot down some of these people will walk all over you. In the beginning i had a women not show up 2 or 3 times with the last one being an appointment for about 3.5 hrs i was so mad i said there and then never again. that morning i thaught to myself you know i'll bet this women won't turn up today and walaah . . . .no show she text me to say sorry i'm at a football match i'll talk to you soon. . . .i laughed and said to myself 'no you won't.

 

[Martin Duffy]

Like others the first time I normally let it go but say in a firm manner that I normally charge for missed appointments & ask in future that they give the proper amount of notice so that the time is available for other clients that might want it. As regards taking money, I have worked in places where appointments for treatments over a certain value had to be confirmed by the taking of a deposit or by taking their card details, so that should they not turn up the card was charged with the cancellation fee.

 

[abeautifulu]

This must be one of the most frequent and hardest subject we encounter, I really struggle with my "best" clients, by "best" I mean the ones that spend the most, I fear I will lose them so much that in the past I have let it go. Don't get me wrong, I do point out the 24h cancellation rule but some just act like you never said it!!

The 3 strike rule is a great idea but what I said above will always worry me with some clients. Need to get tough!! LOL

I am going to start charging deposits for larger bookings, anything over 2 hours I already do but I think I will lower this to an hour after reading these posts!

Good luck x