hayleysspraytan
Well-Known Member
Forgive me if I repeat, Ive only had time to scan the replies! I think there is such a thing as customer experience, and as the original problem was your machinery, to correct this is an inconvenience to your client.
I think thats the mindset you need to remember your client is in, therefore for this reason I do feel you should perhaps be going out of your way to respray her.
That being said I also understand she is now costing you money in lost appointments; however unless you explain this to her she may not realise this.
So what I would do is perhaps apologise to her that you did not explain this before telling her you could not rebook her. Once she understands that she is loosing you possible appointments she may behave more curteously to you. If she doesnt then at least you know you have given her warning and an explanation as to why you cannot have a client regularly canceling last minite.
I think you always need to try stepping back and looking at the situation from your clients perspective...shes recieved a less than perfect service from you and has had to cancel appointments for reasons out of her control and it is already an inconvenience to her that she is trying to fit a respray into her hectic life, she then has you refusing to give her another appointment
If you explain why you cannot afford to keep having this situation and she still does it then you are fully within your rights to then say to her; I am very sorry I understand you have situations that arise that are out of your control however Im afraid I have a policy that in the event of 3 cancelations with less than 24 hours notice (unless fully paid for) I cannot afford to keep you as a client. I hope you understand this is not at all personal, but that I am running a business and unfortunatley I cannot afford to be saying no to others then having a spare appointment with no money coming in.
hth
I think thats the mindset you need to remember your client is in, therefore for this reason I do feel you should perhaps be going out of your way to respray her.
That being said I also understand she is now costing you money in lost appointments; however unless you explain this to her she may not realise this.
So what I would do is perhaps apologise to her that you did not explain this before telling her you could not rebook her. Once she understands that she is loosing you possible appointments she may behave more curteously to you. If she doesnt then at least you know you have given her warning and an explanation as to why you cannot have a client regularly canceling last minite.
I think you always need to try stepping back and looking at the situation from your clients perspective...shes recieved a less than perfect service from you and has had to cancel appointments for reasons out of her control and it is already an inconvenience to her that she is trying to fit a respray into her hectic life, she then has you refusing to give her another appointment
If you explain why you cannot afford to keep having this situation and she still does it then you are fully within your rights to then say to her; I am very sorry I understand you have situations that arise that are out of your control however Im afraid I have a policy that in the event of 3 cancelations with less than 24 hours notice (unless fully paid for) I cannot afford to keep you as a client. I hope you understand this is not at all personal, but that I am running a business and unfortunatley I cannot afford to be saying no to others then having a spare appointment with no money coming in.
hth