Late cancellation

[luci106]

Hi guys sorry to keep going on but i dont know what to do I re-booked this lovely client after a spray tan 3 weeks ago for a double spray tan for her and her bloke which was to be done at 9pm tonight however it is 6pm and she has just called to cancel. It does state that cancellations of less than 24 hours will be charged at 50% of the treatment value but i feel mean charging her should i?
Please help xxx

 

[kylieb]

I dont think these charges work. I know if I was charged I just wouldn't go back.
But if these are your rules then yes...charge her. I usually give them 3 chances before I start moaning at them.
I have a regular every week that cancels sometimes 30 mins before. So now if someone asks for the time she has, I just book them in and cancel her. We are running a business, do these people not realise this! x

 

[FlawlessBeauty]

I agree. I advertise that i charge a fee if anyone cancels in less that 24 hours, but i keep it to myself that i have a three strikes policy and don't charge until they've done it three times.

I charge if they are very flaky, "Oh yeah, forgot about my appointment, can't come", but if they have a proper excuse, e.g. car accident, illness, i'll give them some leeway.

 

[Lemmonie]

I had a client do this recently. She moaned i couldnt fit her in for over a week and then rang at lunch to say she couldnt make her 7pm appointment as she was going out and couldnt be sure she wouldnt be back in time.
Bad at best but to add insult to injury she is actually a friend and this was her first visit to me!!!!

 

[kylieb]

I agree. I advertise that i charge a fee if anyone cancels in less that 24 hours, but i keep it to myself that i have a three strikes policy and don't charge until they've done it three times.

I charge if they are very flaky, "Oh yeah, forgot about my appointment, can't come", but if they have a proper excuse, e.g. car accident, illness, i'll give them some leeway.

The charge can come in handy though if you want to be one client down, if you get what I mean :lol: There have been some that have been so much hassle, that for £20 I just cant be bothered with xxx

 

[Bagpuss]

Unfortunately its just part of the job....it happens....notices of late cancellation fee's are ok for giving clients something to think about but isn't something i would pursue. If someone cancelled me once with a real reason then fine...if they did it again...I'd have a word about how notice is required and why.... once more and its "find another tech".

After a while you get a feeling for these things and know who is genuine and who isn't.

 

[Lynne Baker]

After a couple of late cancellations I've decided that when new people book I'm going to ask for their card details. I've not yet thought out the wording though.
I'm really bloody hacked off when people cancel late.

 

[Jen Smith]

I can tell with new clients who are time wasters and who are genuinely sorry for cancelling their appointments at short notice. Things happen where we can't make appointments and I understand that, but when its just can't be bothered or 'oh sorry I forgot' it don't wash with me any more. I have even had clients not show after they have been texted with a reminder and they have acknowledged the text to say they still want their appointment to turn around later and say 'oh sorry I completely forgot' ... grrr...

I don't have a cancellation policy but if I have them cancel twice with no notice then I ask them kindly not to book any more appointments with me. I don't want their custom and it stops genuine clients booking in.

I had a client booked in at 11 today, he didn't turn up last week as he said he was called into a meeting. Ok.. so I rebooked him today. I texted him last night and he had the gall to text me at 7am this morning and said 'Hi Jen, have 2nd thoughts, changed my mind, please cancel'. I was ripping .. what a complete time waster. I sent him a text back ' OK I will do that. It is quite obvious that you are wasting my time. Its totally unacceptable that you have twice cancelled without any kind of notice. I could have filled this appointment by two other clients. Please do not contact me for any futher appointments. Thank you' .. He didn't text back but it made me feel better.

 

[Jolicatellas]

Customers who don't show up to appointments or cancel last minute don't faze me b/c I know they're not people I want to have as clients - they lack integrity. In the few cases I've had of customers who didn't rock up to appointments (they forgot)... they're too embarrassed to ever phone me again. They know they fluffed me around and it's not acceptable.

If a customer does cancel last minute or forget an appointment (b/c they forgot) I don't ever ask them if they'd like to reschedule. One strike... you're out! I like serious clientele who treasure the work I do & who are serious about wanting to have the service done.

 

[Nail Perfection]

I had a "no show" last night and I am really angry! This girl (who has yet to actually arrive for an appointment) cancelled on the day a while back.

She e-mailed me and after several e-mails we agreed an appointment. This was last night and she just didn't show. I called her mobile twice, no answer. I left first text saying "are you having trouble finding my address?"
No anwer. After 30 mins of waiting I text to say that I would be unable to fit her in as I had 2 other clients coming last night.

Needless to say, I have heard nothing from her. I will not accept another booking from her.

As for asking for a cancellation fee I would be interested to see who has actually managed to get this fee from a client? Mind you the idea of "losing them" as a result of just asking does appeal to me for certain clients.

 

[Jolicatellas]

I had a "no show" last night and I am really angry! This girl (who has yet to actually arrive for an appointment) cancelled on the day a while back.

She e-mailed me and after several e-mails we agreed an appointment. This was last night and she just didn't show. I called her mobile twice, no answer. I left first text saying "are you having trouble finding my address?"
No anwer. After 30 mins of waiting I text to say that I would be unable to fit her in as I had 2 other clients coming last night.

Needless to say, I have heard nothing from her. I will not accept another booking from her.

As for asking for a cancellation fee I would be interested to see who has actually managed to get this fee from a client? Mind you the idea of "losing them" as a result of just asking does appeal to me for certain clients.

How less stressful would it have been for you if you had never rebooked her after her first 'no show'?! People like her are not really interested in the service you provide (as shown by her behavour) - she wouldn't fluff you around otherwise.

It's like Bagpuss said, you get to know how to spot a genuine client. And in all honestly, what type of person would do a no show or a late cancellation? Some one who doesn't actually want the appointment, that's who.

I hear what you're saying about taking a cancellation fee from those you don't want to return. You'd still at least get something out of them for wasting your time

 

[Aliciaesf]

how do you girls charge cancellation fee after no show? if you dont have a credit card terminal i can imagine your not going to get the money, cos if they wouldnt show up for their app, then why would they turn up to pay the fee?

 

[Jaffacake]

its bad enough when you get late cancellations or no shows at your home/salon... i have 3 had people not be in when I arrive mobile!! I have always posted a business card to let them know i'd been and they werent in, one called me with a believable excuse and rebooked and had the treatment... another apologised profusely and rebooked giving me a deposit of ten pounds for the following week, then she wasnt in AGAIN!!!! didnt answer texts etc and text me an hour later saying sorry her son was unwell so she wouldnt be having the appointment - I replied that i'd sort of figured that out when she wasn't in when I arrived!! third person - no response at all!!! Neither of the latter two will get another appointment with me!