Not turning up for appointments

[master30]

Hi peeps I'm hoping someone can calm me down I'm so angry. A lady made an appointment with me 3 weeks ago to have nails done and you've guessed it she hasn't turned up for her 2pm Saturday afternoon appointment. She would have been a new client and shes not answering the number she gave me!!!! What I would like to know is......if a new client books do you think its fair to ask for a non refundable deposit. I would be grateful for your opinions and any advice please, thanks in advance and I'm slightly calmer now:grr:

 

[footwoman]

Hello master 30,
Take heart, you are not alone! People all over the country have this same problem.
I'm afraid there isn't a right or wrong answer as how to deal with this.
If you want to have a cancellation policy them you must make it very clear by notices in your salon that all broken appointments MAY be charged for.
It might be an idea to ask for a deposit from new clients if they are to have a treatment that lasts more than an hour. For this you would need a terminal to take a card payment by 'phone or if they come in person then you could take the deposit there and then.
It might be an idea to ring all new clients a day or so before, to remind them that they have an appointment with you.
If this person were to come back to you, then it would be up to you as to whether you wanted her business or not, you could ask her for a fee for the broken appointment which she might not agree to pay.
If she is the sort of person that is unreliable then ask yourself do you really want to have her as a client? In my experience, people who behave like this make a habit of it and eventually end up with nowhere to go.
You are a businesswoman and you are not going to be messed about. You must make that clear in the nicest possible way!

 

[Jessica Rabbit]

Hi

Your not alone... I have had some clients not turn up for appointments then they have the cheek to rebookle at a later date and still no show. Now i take note of there no and after two no shows kindly advise them that I have to keep my regular customers happy and have no time for time wasters... hth x

 

[mollylolly]

Hiya,

I think we have all experienced this situation at some point or another, and it's really frustrating and annoying.

I personally don't take deposits, as it would mean that I would have to have a credit/debit card machine, as most new clients book appointments by phone.

It may well be that something has happened and she has just been unable to contact you to cancel.

I had a lady a couple of years ago that booked an appointment and didn't show up. Then a few months later re-booked (when taking the booking I did'nt realise it was the same woman). I did the appointment and then she booked 2 further appointments for special occassions she had coming up. The second of these was for Xmas Eve. She never showed for the 1st appointment, and I left it until the day before Xmas Eve and texted her to say that I was unable to honour her appointment. Whether she would have turn up or not who know, but it gave me satisfaction to do it.:lol::lol:

Sally

 

[Jen Smith]

I had a client book in for a waxing treatment for a Sunday afternoon. I put my whole day around his appointment like a fool. When he didn't show at 10 mins passed the appointment time I phoned him to ask how long he would be. He said.. 'oh sorry... my satnav isn't working and I am not sure how to find you'. He lived about 30 mins away so I said would you like me to give you directions now (having had my wax heaters on for the past 3 hours) and he said he was unsure without his satnav. He said he would get it sorted and rebook.

Sure enough he phoned the following week and rebooked to come for his treatment on Thursday evening at 7.30pm I said I would text him prior to his appointment to remind him in good time. He said that would be great. Sure enough, I texed him Thursday around mid-day and asked if he still wanted his appointment and he said yes indeed he would be there on time. I had two further enquiries that I could have fit in that evening. when he hadnt turned up at 7.40pm I texted him to ask if he was on his way and he said 'oh sorry I have completely forgot, can I set off now'.

I was livid.. it would have meant that he didnt get here until at least 8.30pm so I just said .. 'No thankyou. Once is understandable, twice is time wasting and I have turned two appointments away today. Please do not phone me for any further appointments thank you. :irked:

He didnt reply.

 

[FlawlessBeauty]

Hi Master30,
I know it is so frustrating and unfair when people do that. I don't think you should make new clients pay up front because i think it will put them off tbh. We have a notice on our website and price lists telling clients that they may be charged if we do not receive 24 hour cancellation notice. I only apply it if a client is a repeat offender.

Its a good idea to either ring or text your clients an appointment reminder the day before. If they need to cancel, you have the rest of the day to fill their slot and if the number doesn't work i usually assume its a hoax and take out their booking.

You'll feel more clear headed when you calm down hun. HTH xxx

 

[hippy-chick]

it is extremely annoying and yes we have all been there.

I have one client, I blogged it last week, she made an appointment, all was well. she made the next one, but texted me the night before to say she didn't feel very well so cancelled but could she make it for the following week.
i told her I was fully booked so would put it in for following week. I texted her that week to remind her and she was great about it.
the night before at 10.30/11pm she cancelled and said she hadn't been paid so couldn't come. I offered to take a cheque and hold onto it, she didn't have a cheque book, but said she would be in touch to rebook.

I texted her back and said, fine, yes please re-book in person and leave a £10 deposit to secure the booking as she had missed 2 appointments, Haven't heard from her since.

Another client did similar, I sent her a bill by registered post, emailed her and left a message on her answerphone. she didn't pay up, and after talking to a few geeks, realised it would be too much hassle to take her to court, so let it go.

I have notices up in my rooms stating that I charge for unattended appointments or appointments cancelled within 24 hours of the appointment time, its on my treatment menus also. Most people are great, but its the ones that constantly mess people around actually don't think that it is directed at them. they have thick skins, don't give a hoot and just move onto the next therapist.

 

[master30]

thankyou so much for your comments and I value your opinions. I'll have to think about this as I realise its a sticky situation.....plus I'm much calmer now.

 

[~Jenny~]

I've taken to sending out text message reminders to all of my clients and it has reduced the number of no-shows, i didn't have many as i've been lucky with my clients but when it does happen its very frustrating, especially when other people have enquired for that day/time and i've said i'm fully booked.

i hope you find a solution to your problem....having a cancellation policy in place does help to minimise no-shows and late arrivals if the clients think you are going to implement it!

 

[tigi]

when a new client does not show up, we give them a call to check if they are coming. if they answer and say they have forgotten or something we ask to pop in and book another appointment next time they are passing. then, when they come in we explain (politely) that we will happily take their appointment if they pay 50% deposit. never, had anyone say no to this.

If they dont answer their phone we leave a polite message (if they have an answerphone) .

We never normally hear from no shows again (we have a no show list) but if we do we ask them for a deposit.

Two no shows and we sack them. (not that we normally hear back from them to be honest) we have plenty of clients that do show up or give us the 12 hours notice we ask for to be bothered with the nusiance client that is more hassle than they are worth.

Take heart, it happens to us all.

 

[Perfected]

I have a small list I keep in the back of my appointment book. Two no call/no shows and they don't get rebooked. They'll have to walk in and hope I'm free.
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[1999judy]

Hi peeps I'm hoping someone can calm me down I'm so angry. A lady made an appointment with me 3 weeks ago to have nails done and you've guessed it she hasn't turned up for her 2pm Saturday afternoon appointment. She would have been a new client and shes not answering the number she gave me!!!! What I would like to know is......if a new client books do you think its fair to ask for a non refundable deposit. I would be grateful for your opinions and any advice please, thanks in advance and I'm slightly calmer now:grr:

Get your little black book together mate..... xx:hug: