Firstly I apologise now. I'm so annoyed. I'm self employed from home, I woke up to a booking for this evening when I wasn't planning on working but it's ok I'm used to it then I got more bookings. This client booked an eyebrow wax for 7pm the time she requested then at 6:10pm she text me asking to come at 7:30pm I said no coz of other clients. Then she text me at 7:05pm cancelling. I'm so annoyed as I put my heater on just for her. I know it's not a lot but it's still cost me to do this. This isn't the 1st time she's messed me around. What do I do?xx
Late cancellation rant!
- Thread starter rach88
- Start date
Help Support SalonGeek:
KrisKross
Well-Known Member
If this happens regularly with this particular client, I'd find myself busy, really busy, the next time she wants to book in. Or ask for a deposit and explain politely it's because she has cancelled too many appointments.
MissKittyKat
Beauty, Massage & Aesthetic Practitioner
Definitely ask for a deposit next time, most buisness would do this so it shouldn't be any different if self employed! X
SiobhanMarie
Well-Known Member
Im so glad to see this post. I am so so angry I had a girl cancel 2 hours before her appointment on Wednesday. On my answer phone it says please give me 24 hours notice should you wish to cancel your appointment. She didn't!! She was also booked in on Saturday so we called to ask if she was still attending if not could she please leave us 24 hours notice should she wish to cancel. Then she left message saying 'I want to cancel sat I am pretty sure that's 24 hours notice' really snotty. Its not like I was being funny but the salon is so busy we needed to know in advance.
I have had enough of the way clients speak to us and treat us its so damn rude. Grrrr xxx
I have had enough of the way clients speak to us and treat us its so damn rude. Grrrr xxx
on the plus you could always go on facebook and have a good old rant about it haha....that's what I did this week when had a no show no call....
(on the whole it so rarely happens me now as we send reminder messages and customers here are really good and cause its waxing well they have to come back or run around like hairy marys haha)
I usually hold in and don't put stuff like that on fb but this week it happened with one new customer and I was that raging had a wee rant on fb and well it got a fantastic unexpected response lol!!!
customers were all loving it giving their supportive comments.. had lots of new page likes.. new bookings from customers hadn't seen in a while and phonecalls messages from girls checking when their appointments were and just wanting to make sure that it wasn't them who was the no show no call
... even one of my good friends called to check it wasn't her and I was laughing going no don't be silly I would have phoned you
ah flip every cloud has a silver lining... its perked the customers up a bit haha
I wouldn't recommend it on a regular basis lol I just couldn't hold it in and usually reserve myself
I keep a list of names in back of diary of no shows no calls or persistent last minute cancellers.. and we simply don't take them again...things are going well for us we have a nice steady stream of returning and new customers... I just can't be bothered with the energy it takes running after time wasters when 98% of customers are fabulous
(on the whole it so rarely happens me now as we send reminder messages and customers here are really good and cause its waxing well they have to come back or run around like hairy marys haha)
I usually hold in and don't put stuff like that on fb but this week it happened with one new customer and I was that raging had a wee rant on fb and well it got a fantastic unexpected response lol!!!
customers were all loving it giving their supportive comments.. had lots of new page likes.. new bookings from customers hadn't seen in a while and phonecalls messages from girls checking when their appointments were and just wanting to make sure that it wasn't them who was the no show no call
... even one of my good friends called to check it wasn't her and I was laughing going no don't be silly I would have phoned you
ah flip every cloud has a silver lining... its perked the customers up a bit haha
I wouldn't recommend it on a regular basis lol I just couldn't hold it in and usually reserve myself
I keep a list of names in back of diary of no shows no calls or persistent last minute cancellers.. and we simply don't take them again...things are going well for us we have a nice steady stream of returning and new customers... I just can't be bothered with the energy it takes running after time wasters when 98% of customers are fabulous
God it's an eyebrow wax I wouldn't even consider putting my wax pot on if I hadn't other waxing clients booked in!! So annoying they think your waiting by the phone!! If all she has done with you Id an eyebrow wax I definitely wouldn't sweat losing this client!!!
louloulady
Member
I feel your pain on this one, I am self employed and I used to get this a lot! But I have found a solutions... I charge double the price for a brow reshape than I do for a maintenance appointment. So my new clients I offer the maintenance price as a good will gesture if they are happy to book back in 2 weeks later. Now I tell all my clients if there Brow appointment run over by more than 7 days they then have to pay the full reshape price. I rarely get any calculations any more because they don't want to pay the extra. 
give it a try x
give it a try x
kirstie1980
Well-Known Member
We charge a booking fee. If you dont cancel within 24hrs their booking fee is forfeited. I wouldnt suggest ranting on facebook. Its very unprofessional and makes you look foolish and bitchy.
Based on customer response I don't think I looked foolish or bitchy....those are interesting choice of words what would make you say that?
My wording yes was sharp but polite .... customers know I'm very level headed so for me to speak out on the rare occasion they know I had a point.
When I see other small businesses do it sparingly and tastefully it makes me respect them for speaking out and having a little character
kirstie1980
Well-Known Member
I never said you looked foolish or bitchy. Can you show me where i said YOU look foolish or bitchy. Guilty conscious? ??
CeJ
Active Member
I think that sums up what you said to her. You said it without directly saying it. We don't need to fight and swear. That makes you look unprofessional also my love.
kirstie1980
Well-Known Member
Katie Pretty Pampers
Well-Known Member
I have a no nonsense approach now as I usually get girls begging for last min Friday appointments and then either cancelling or not showing up. My rule is after cancelling twice last min a deposit is needed and no shows? I don't ever book them in! It has actually stopped this happening since i put this in place.
