If you MUST cancel an appmnt... best way?

[VHunter]

We've all had moments in our lives where stuff comes up that can't be put off, that can't be scheduled.. Or it's sort of an emergency (ex: run dog to the vet) or whatever.

What is the best way to cancel an appointment if you absolutely must? Are you honest about the reasons behind it? Or do you not explain and simply say something came up and you regret that you have to cancel?

I'm lucky in that I live in a small town, and a few of my clients are people I've known for YEEEEAAAAAAAAAARRRS, so I can be pretty honest with them.

But what if it's one of those clients, that is strictly 'just' a client and there's no personal relationship at all with them.

I ask because my dog is poorly...and going for xrays on Friday. It doesn't look good. I know myself well enough that if it's "BAD", I will NOT be in any shape to work and will likely be sick from a migraine from crying.

But, on another note: this is a good thing to know in general, know what I mean?

What is the BEST way to handle a cancellation you simply can't avoid making?

thanks:hug:

 

[karentriff]

We've all had moments in our lives where stuff comes up that can't be put off, that can't be scheduled.. Or it's sort of an emergency (ex: run dog to the vet) or whatever.

What is the best way to cancel an appointment if you absolutely must? Are you honest about the reasons behind it? Or do you not explain and simply say something came up and you regret that you have to cancel?

I'm lucky in that I live in a small town, and a few of my clients are people I've known for YEEEEAAAAAAAAAARRRS, so I can be pretty honest with them.

But what if it's one of those clients, that is strictly 'just' a client and there's no personal relationship at all with them.

I ask because my dog is poorly...and going for xrays on Friday. It doesn't look good. I know myself well enough that if it's "BAD", I will NOT be in any shape to work and will likely be sick from a migraine from crying.

But, on another note: this is a good thing to know in general, know what I mean?

What is the BEST way to handle a cancellation you simply can't avoid making?

thanks:hug:

Hi I had a migraine one day and had to cancel. I just phoned my client who was a model and only paying a few dollars and explained the situation and she was fine with it. We just rescheduled and it was not a problem. I would definitely be honest with your clients and you will find if you tell them about your poor little doggie they will be underdstanding. They appreciate honesty as much as we do.
I do hope your doggie is going to be ok.
Cheers
Karen

 

[adelekeegan1]

I am a dog owner too and appreciate your concerns over your pet and I hope he is OK.

I would never be that honest in this situation though as TBH it just doesn't sound very professional.

If my hairdresser rang me and stated that as a reason to cancel I would just think - reschedule the dog, not me.

 

[VHunter]

I am a dog owner too and appreciate your concerns over your pet and I hope he is OK.

I would never be that honest in this situation though as TBH it just doesn't sound very professional.

If my hairdresser rang me and stated that as a reason to cancel I would just think - reschedule the dog, not me.[/quote]

I hear what you're saying, and understand what you mean.
BUT
I work 6 out of 7 days of the week. The one day that I don't take any clients at all is Sunday, and well, the vets are closed.
The ONLY day I can take him is Friday as it's the day with the least amount of clients (this week anyway).
Where possible, I schedule my life so it doesn't interfere.
But this is one of those times that it does. And in all fairness, he's like the family and so for me, this is just as important as an emergency appointment for my children. (he just had bloodtests yesterday, it's serious and not 'routine', routine would be scheduled so it doesn't interfere)

In most cases, my clients are fab and it rarely happens. And it so happens that this friday, it's my sister and long time friend of 8yrs so not a problem.
BUT it got me to thinking... what if??? What if it had been a 'reg' client?

My dog aside... Imagine one of you had to run to the DR yourself for an emergency, or had to attend a funeral, the tummy flu, or something came up with your kids for which you had absolutely no advance notice and really MUST attend (meeting with teacher, rush bloodtest or similar, child has ear infection and you have to go spend 12hrs in emergency at the hospital, or playoffs for the sport of their choice for which there never is advance notice since they don't know who's playing who until they get to the end of the season)...

WHAT would you say and HOW would you say it if you really had NO choice and HAD to reschedule, whatever the situation was.

 

[adelekeegan1]

I understand what you mean but my point was I thought a white lie rather than stating it was for your dog would seem better.

 

[sj1973]

I do hope things work out with your dog hun :hug:....

I would be honest and tell them what you have told us....if they have feeling's ,they will understand.

I am always honest because i could never remember the lie's if i told them !!.....:lol:. If someone come called me telling me that story...i would tell THEM to stay away and rebook as they will be upset and when your upset,you dont want to be around people alot of the time.

 

[VHunter]

Yup, I understood you too :hug:

I just meant "what exactly" would you say?

As in "I'm terribly sorry, but something has come up....... "
or what?


I think I've got a handle on it. But I was curious what others would say, and perhaps thought others might have the same question who have a difficult time talking to people?

 

[Bagpuss]

i wonder if clients agonise so much over what to say when they cancel on us....:lol:.....from my experience they don't.

I have had...forgot i am having lunch .... sorry but friends have just arrived and even.....sorry i just cant be bothered today !!

If I was you I would just say something important has come up and then explain if asked next time you see her.

 

[adelekeegan1]

I would say........I am terribly sorry but I have had a medical appointment come up that I just can't cancel (almost true) so I am going to have to reschedule your appointment and then immediately offer alternative times.

 

[Sals]

f I was you I would just say something important has come up and then explain if asked next time you see her.

That's what I'd do, although I have had situations when the reason has been unarguable. Eg, "I've got to take my husband to hospital to have a plate put in his broken leg"! She was very understanding.

 

[Marlise]

If my client cancelled on me, I wouldn't want to know the exact why's and wherefor's as to them cancelling.

What I DO want is for them to cancel with enough notice for me to fill the space again.

I think the same goes for us. If for whatever reason I cancel a client, I don't think I need to explain to them exactly why I'm doing it, and if they want to know, they are just plain nosey !! :lol: Unless it's a real emergency, if I was a client, I would like you to let me know in advance rather than as I was leaving the house to come to you or something.

I would simply say as suggested that a medical appointment has come up which cant be changed and that you are really sorry that you have to do this and give them alternative dates etc.

Don't fret about it.... they sure don't when they cancel on us !


M.

 

[Vetty]

When my kids had chicken pox earlier this year I was honest with my clients - I just rang them, told them and rescheduled them. One thing I did say was that if their nails were in a worse state because of having to add a week between rebalances I wouldn't charge them for it...... They were all fine, and let's face it we do have lives!!!!

In your situation, I would say I had an appointment that I had to attend and I'd fill them in on the details at their appt.......

hth's

 

[nailzoo]

First and foremost .... be honest, I expect it of my clients.
If they have a hangover, or have stuffed up, just admit it (and pay the consequences)... I have a cancellation policy.
Just last week I threw an appointment for the first time in 4 years, he had a 9.30 for a manicure and my 10am had cancelled.... I sent him a text message at 8.00am saying, "sorry I have to cancel you , I have had a family drama and a big night, my next appointment has cancelled and I realy need the extra hour in bed"

He accepted my excuse and texted me back "no prob".

Later in the day he rang me and I told him "I had a huge family drama and spent the night on Valium and Chardonnay and was knackered in the morning and needed more time to recover from my night"..... He understood fully.

Now what I do in a situation like this is ...... I reverse my cancellation policy and owe them for their appointment time .... therefore, due to the fact I cancelled him with such short notice, his next appointment will be free of charge, as, if he had cancelled me with such short notice, he would owe me the full price.

This is whats called "being fair"..... if you expect it of them, then they should expect it of you.

 

[Tipsbygm]

I forgot sports day and booked a new client in my daughter would never forgive me if i missed it. I rang her and told the truth she was lovely and came 2 hours later i knocked some money off her nails and she was really happy, i will now make sure i write all school things in my book i may not be so lucky again.

 

[mannipatch]

If I find myself in the unfortuante position of having to cancel I just tell the truth as to the reason and ask can I reschedule their appointment with 50% off as way of compensation for being let down by me and to thank them for their understanding.
I absolutely hate it when a client rings me to reschedule with a big story which I can see right through. I much prefer it when they ring and say, oh sorry but overdone it last night on the wine, have a massive hangover, would you mind if I reschedule.
I do hope your pet is ok and I am sure that your client will be very understanding if you tell the truth.

 

[beautynails]

First and foremost .... be honest, I expect it of my clients.
If they have a hangover, or have stuffed up, just admit it (and pay the consequences)... I have a cancellation policy.
Just last week I threw an appointment for the first time in 4 years, he had a 9.30 for a manicure and my 10am had cancelled.... I sent him a text message at 8.00am saying, "sorry I have to cancel you , I have had a family drama and a big night, my next appointment has cancelled and I realy need the extra hour in bed"

He accepted my excuse and texted me back "no prob".

Later in the day he rang me and I told him "I had a huge family drama and spent the night on Valium and Chardonnay and was knackered in the morning and needed more time to recover from my night"..... He understood fully.

Now what I do in a situation like this is ...... I reverse my cancellation policy and owe them for their appointment time .... therefore, due to the fact I cancelled him with such short notice, his next appointment will be free of charge, as, if he had cancelled me with such short notice, he would owe me the full price.

This is whats called "being fair"..... if you expect it of them, then they should expect it of you.

I completely agree with Carl. I've cancelled appointments a few times, once when a family member died, once when very sick, once for a job interview and a couple of times to go away to sporing events with my daughter. I've always told my clients the truth and never had any problems.

My late cancellation fee is 50% of the service cost and I give them 50% off if I cancel, the majority have still given me the full price though.