I have a home salon, and a client, (also a friend) had an appointment booked for 10:00 am this morning, she is usually fairly on time, give or take 10 minutes. I also had a recently new client booked in following my friend at 11:30am.
At 10:10 I sent my friend a text saying, "hi, just wondering if you are far away, as I have another client right after you. Nothing. So at 10:20 I phoned her, but her phone was switched off and it went straight to messages, so I left a message anyway, explaining she was booked in at 10:00 and I had another client following her. Then I waited, not sure if she was going to arrive or not, stressing out that both ladies would arrive at my door at the same time!
She finally arrived at 10:45 ready to come in, but as she was now 45 minutes late I didn't have enough time to do her treatment, (gel removal and overlays) and tidy up etc, before my new client arrived at 11:30. So I said, I'm so sorry, I tried to contact you, but unfortunately I don't have the time now now to do your treatment, as I have another client booked in, in 45 minutes. She said "but I was booked in at 10:30" I replied, no it was 10:00am, and when I wrote it down for you on your card, you joked that you hoped you would be awake for it as you like a sleep in on Saturday mornings. She said, "well that's not what I wrote on my calendar", and got into her car and left. To make matters worse it is also her birthday today.
I feel terrible, especially as Im sure she left upset, but I don't know how or if I could have handled this better. I'd love some feedback.
At 10:10 I sent my friend a text saying, "hi, just wondering if you are far away, as I have another client right after you. Nothing. So at 10:20 I phoned her, but her phone was switched off and it went straight to messages, so I left a message anyway, explaining she was booked in at 10:00 and I had another client following her. Then I waited, not sure if she was going to arrive or not, stressing out that both ladies would arrive at my door at the same time!
She finally arrived at 10:45 ready to come in, but as she was now 45 minutes late I didn't have enough time to do her treatment, (gel removal and overlays) and tidy up etc, before my new client arrived at 11:30. So I said, I'm so sorry, I tried to contact you, but unfortunately I don't have the time now now to do your treatment, as I have another client booked in, in 45 minutes. She said "but I was booked in at 10:30" I replied, no it was 10:00am, and when I wrote it down for you on your card, you joked that you hoped you would be awake for it as you like a sleep in on Saturday mornings. She said, "well that's not what I wrote on my calendar", and got into her car and left. To make matters worse it is also her birthday today.
I feel terrible, especially as Im sure she left upset, but I don't know how or if I could have handled this better. I'd love some feedback.