Petit Basque
Well-Known Member
I had a client booked in for a luxury facial last week as an evening appointment.
You know what it's like....you've spent time setting up your room, sorting out your hot towels, making sure everything is perfect and then you wait and wait and wait and hang on a minute.....the client doesn't arrive
I gave her the standard 15 minute "just in case she's late" waiting time and then I rang her at home to politely remind her she had a treatment booked with me this evening. Well, she was very flustered and went into great length explaining how she thought it was another evening (when I wasn't actually free) etc etc but to my ears, didn't sound all that apologetic, which really annoyed me. She assured me that she would call and rebook - which she hasn't.
I was polite but I was very unimpressed and think this probably came through. I don't LOVE doing evening appointments but understand that they have to be done to fit in with working clients although they can be a bit disruptive to my own household. And when this appointment was booked, it was done very much to suit her and not me.
She's been to me a few times and is a nice lady (although she always manages to be a bit late for her appts) and I now wonder if I should have been a bit more gracious and understanding. After all, mistakes do happen.
Am I being completely mad here? I'm a new business and need all the clients I can get but don't want to get mucked about either.
Should I have just shrugged it off or should I being trying to enforce my 50% no show fee!!!
What would you have done??
PB
x
You know what it's like....you've spent time setting up your room, sorting out your hot towels, making sure everything is perfect and then you wait and wait and wait and hang on a minute.....the client doesn't arrive
I gave her the standard 15 minute "just in case she's late" waiting time and then I rang her at home to politely remind her she had a treatment booked with me this evening. Well, she was very flustered and went into great length explaining how she thought it was another evening (when I wasn't actually free) etc etc but to my ears, didn't sound all that apologetic, which really annoyed me. She assured me that she would call and rebook - which she hasn't.
I was polite but I was very unimpressed and think this probably came through. I don't LOVE doing evening appointments but understand that they have to be done to fit in with working clients although they can be a bit disruptive to my own household. And when this appointment was booked, it was done very much to suit her and not me.
She's been to me a few times and is a nice lady (although she always manages to be a bit late for her appts) and I now wonder if I should have been a bit more gracious and understanding. After all, mistakes do happen.
Am I being completely mad here? I'm a new business and need all the clients I can get but don't want to get mucked about either.
Should I have just shrugged it off or should I being trying to enforce my 50% no show fee!!!
What would you have done??
PB
x