Here is what we do,
We have back to back bookings....city.........busy.......busy.......busy
City clients city rules for us................and it depends to the reason why they are late..........had to pop to Next before i came to you, then I am afraid sorry you will have to rescedule.
.................Was in a meeting and couldn't get out.................ok we will do our best, but the service will be shorter and we will do our best....as it will make us late for the next client.........
................. I told my secretary to let you know, but hey we never got the call..............ok fair point, but your service will be shorter.but again we will do our best.
We always give our clients the choice, reduced service ,rebook or let us do our best..
All this is said with a huge smile and the most pleasant manner.
But they are informed that our policy is that , when they book an appointment that, a no show after 15 minutes is classed as a cancelation and we will fit in whatever comes through the door and that we do appreciate a quick call if they are going to be late.
We do not have a cancelation fee or penalty, because what happens if we run late......................will they bill us????????????
But what about the flip side of the coin, how do you calm down an irate client cause you are running late ????????
We always explain why, and that it either a late client that made us late,or the maintenance turned out to be a complete new set, or we had to rebuild rome(the nasty icky sicky breakage) in a day lol
Must dash or I'll be late for my Voddy and Orange, and that wouldn't do at all now would it.
Love Ruth xxxx