Need your advice, on client not confirmed her appointment (mobile therapist)

[tinkywinky]

Hi all, I've got a client booked in tonight for a few treatments. She lives aroun 15 miles away, and I've got to book a babysitter. Now I've tried to contact her three times last night, no reply so I've left a text asking her to confirm her appointment.

I can't afford to pay a sitter and drive to the other side of Leeds and turn up and she's not there.

Please can you let me know what you think here.

If she doesn't get back in touch do I just not go?

I've never been in this situation before and have done mobile for 9 years!

Thanks all x

 

[Urban Geek]

I would leave a message on the contact number(s) she gave you asking her to confirm the appointment and stating that if you do not hear back by 12noon you will assume she no longer wants the appointment.
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I think perhaps you should highlight to when taking appointments that you will need them to confirm their appointments the day before when requested.

 

[tinkywinky]

Hi thanks, I did tell her I'd confirm it back but I am working at a salon I work at today with no signal, and won't be able to ring til 5.45, by which time it's a bit late to know.

Thanks for your help.x

 

[brownt62]

She could have lost her phone or has run out of credit to respond to your text (you just never know people's circumstances)... I would take my chances and honour the appointment - there is nothing worse than a client to 'bad mouth' you saying you never showed up!!:hug:

 

[Beautification]

I personally wouldn't.

Yes she may have no credit but doesn't mean she can't answer the phone..and yes she may have lost her phone.

or she could of just changed her mind.
and obviously there's no other way she can sort of back out of her appointment cos ur going to her house so by not replying is probably her way of telling you.

Send her a polite text explaining the situation, if she get's it and does still want the appointment and just couldn't be bothered texting bk then so be it.

 

[katiebbaby]

Every sunday I text or telephone my clients for the next 3 days asking them to confirm their appointment, if I have no reply by the begining of that day I do not go (if new clients) with all new clients I tell them they have to confirm with me via phone or text couple days before. Most of my clients are regulars so you get to know your clients.

I would not turn up hun, I would ring her and text stating if not heared back by what ever time you will need to cancel appointment. HTH xxxx

 

[single sparkle]

I think you must have a feeling about this client that she does not want the appointment. Sometimes when a client comes into my salon or calls to make an appoinment sometimes i just no that they are going to cancel last minute or not show up. I'm trying to put systems in place to stop this happening but sometimes it still happens.

anyone else find this ??

 

[FlawlessBeauty]

I agree, sometimes you get the odd person that you don't think is going to turn up and i normally phone them back when i feel like this.

I've always gone with my gut and it has always been a false number. If they answered i would just confirm their appointment.

Personally i would not go to this appointment, particularly if it is a new client. I don't know if you can check the address and get a home number?

If this person does contact you, you can let them know that you have tried all you could to get hold of them couldn't. I doubt that she will though xx

 

[VHunter]

When filling out client consultation cards, I insist on having two numbers: cell & a landline.
I explain that in case of emergency that I must cancel let due to something with my children or whatever, I need to be sure to be able to reach them.
I also take their email address (to email them newsletters) but also to have a 3rd way of contacting them in case of emergency.

I wouldn't go.
Sometimes people avoid answering the phone to avoid a 'confrontation' as they perceive it (they are too embarassed to cancel?).
You have tried your best and she's unavailable.

If it turns out she was expecting you, you simply reply that you called 3 times and left the text message and that since she failed to reply, you took that to mean she was cancelling and that someone was waiting for a cancellation. She should understand that you can't possibly waste money on a sitter & travel for a 'no show'.

This is not the time to waste time & money on travel & babysitter. Especially when you can possible book someone else in.

 

[hippy-chick]

this is such a difficult one and I can only agree, your gut feeling has been telling you something, and its always new clients that mess you around most, once they've met you they feel some sort of responsibility.

I would have texted to say please confirm appointment by XX o'clock on this date to ensure that your appointment is kept in the book.

 

[tinkywinky]

Thanks all sent her a text as suggested saying if I don't hear by 12 noon I presume you dont want the appointment; heard nothing so got my nails done instead!

 

[Kim Lawless]

Glad you didn't go and you treated yourself instead. I wouldn't see her as a client again.......that's pig ignorant and inconsiderate what's she's done.

Also, I would urge you to have a set mileage that you are willing to travel to from you home as 15 miles is a long way, unless you were going to earn a lot of money from it. xxx

 

[lancashirelass]

I had two clients who where friends came to my house together for a consultation for hair extensions, they spent about one and half hours as I went through everything with them individually and answered all there questions, I colour matched them and explained that I took a deposit to secure the fitting date and purchase the hair. One client stated that she would have to check with her husband first and the other client informed me that she didnt get paid till the friday and would only beable to pay her deposit on the friday and book the fitting date at the same time. I did inform them that I would book them in provisionally but if I did get another client who wanted those dates and they paid me a deposit I would text them both and let them know. Within a few hours of them leaving I had received phone calls and emails wanting to book an appointment for a consultation which I booked and clients booked the dates that they wanted and had booked provisionally, I text them both and emailed them both and never had a response from either of them. During the consultation I think you know who is going to have the hair done and who is not.
I have no idea what they where up to but I dont think they had any intentions fo having there hair done.
Glad to hear it all turned out well for you in the end.