Hi fellow Geeks, I run a home Nail Salon, working Tuesdays, Thursdays Fridays & Saturday mornings. I have approx 40 regular clients and several semi regular, and a few one off for occasions etc. I work at another Job on Mondays and Wednesdays.
I am quite busy usually, and most clients book in advance, but recently I'm having some little issues with lateness, which I put down to be an at home business, and I must have nothing else to do (I wish) and with very last minute cancellations or changes to booked appointments. Some cancellations just before the booked time, and others for example dropping a pedicure once at their appointment, so I have booked out extra time and set up etc.
The problem although small, has a direct flow on affect, turning away clients from an appointments only to have a last minute cancellation, leaving me with no time to fill the gap, but knowing I have turned people away from this booking already.
I know this happens, and I know there are clients who will always do this regardless of any sort of policy I try to enforce. But I was hoping if I had something typed up, if helps me manage myself and my clients more effectively and professionally.
This is what I have drafted up, I'm not overly happy with how harsh it sounds, and I know it could be reworded much better, but in a nut shell, it's what I want to say.
I'd love some feedback, and constructive criticism, as it's a draft I can change it as needed.
Thanks in advance
Due to increasing demand for appointments, I am introducing a cancellation policy, effective as of July 1st 2013
24 hours notice will now required when canceling an appointment, or a fee of 25% of that appointment cost will be added to your next appointment, unless rebooked within a week.
Last minute changes to treatments booked will attract a fee of 25% of that treatment cancelled; for example booking nails and pedicure, then canceling the pedicure once at the appointment. This directly affects other bookings and times available for other clients as well as inconveniencing myself.
I will no longer take appointment bookings from Facebook, enquiries only, all bookings and cancellations are to be made by phone or text only.
I will be now be sending reminder texts to all clients the day before all booked appointments.
Those arriving 15 minutes later than their booked appointment, please be aware full treatment may not be available due to time constraints and if full treatment isn't carried out you will still be charged the full treatment price.
A phone call or text stating you are going to be late to an appointment will always be appreciated.
I am quite busy usually, and most clients book in advance, but recently I'm having some little issues with lateness, which I put down to be an at home business, and I must have nothing else to do (I wish) and with very last minute cancellations or changes to booked appointments. Some cancellations just before the booked time, and others for example dropping a pedicure once at their appointment, so I have booked out extra time and set up etc.
The problem although small, has a direct flow on affect, turning away clients from an appointments only to have a last minute cancellation, leaving me with no time to fill the gap, but knowing I have turned people away from this booking already.
I know this happens, and I know there are clients who will always do this regardless of any sort of policy I try to enforce. But I was hoping if I had something typed up, if helps me manage myself and my clients more effectively and professionally.
This is what I have drafted up, I'm not overly happy with how harsh it sounds, and I know it could be reworded much better, but in a nut shell, it's what I want to say.
I'd love some feedback, and constructive criticism, as it's a draft I can change it as needed.
Thanks in advance
Due to increasing demand for appointments, I am introducing a cancellation policy, effective as of July 1st 2013
24 hours notice will now required when canceling an appointment, or a fee of 25% of that appointment cost will be added to your next appointment, unless rebooked within a week.
Last minute changes to treatments booked will attract a fee of 25% of that treatment cancelled; for example booking nails and pedicure, then canceling the pedicure once at the appointment. This directly affects other bookings and times available for other clients as well as inconveniencing myself.
I will no longer take appointment bookings from Facebook, enquiries only, all bookings and cancellations are to be made by phone or text only.
I will be now be sending reminder texts to all clients the day before all booked appointments.
Those arriving 15 minutes later than their booked appointment, please be aware full treatment may not be available due to time constraints and if full treatment isn't carried out you will still be charged the full treatment price.
A phone call or text stating you are going to be late to an appointment will always be appreciated.
