Handling the "bad client"
When I first ventured out on my own (as booth rental) in June, I put out a Groupon deal (package of 3 facials). I've gotten many wonderful return clients from that, and am very happy that I did it.
Unfortunately, there is one Groupon client who is just killing me. She showed up 15 mins late to her first appointment, then no call no showed me...not once, but TWICE. I'm considering telling her that she is forfeiting her remaining 2 facials from the Groupon voucher, but that she can use the remaining dollar amount towards services with me.
Now, I feel entitled to do this, but how do I approach her about it? Before/after a service? Over the phone/through email/face to face? I'm not terribly good at confrontation, so if she gets rude with me, I'm not sure how I will handle it. Also, I'm in my 20's, so being assertive with a grown woman feels so weird.
Any insight or advice is appreciated!
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Replies to This Discussion
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Permalink Reply by Shelley Dodt on
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I guess it is important to be sure on groupon a no show forfeits an appointment unless 24 hr cancellation notice. Groupon just brings out the greedy people who want something for nothing. Not only did she waster your time, she prevented you from being able to do another paying client. Not just once but twice.
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Permalink Reply by mk on
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Groupin does have a vague cancellation policy, but I did just verify with them that if I tell her she's lost her groupon that they will back me up on that.
My experience with groupon has been mostly positive, actually. I've gotten a lot of excellent tippers and return clients, so I don't think it brought out the greedy people. Just this particular lady...
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Permalink Reply by NBSkinCare on
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While Groupon can bring in some good clients, you WILL get these types.
I have enforced my cancellation policy without any chances when it comes to Groupon clients. If they no show, they lose the visit. So if they have 3 visits, and then no show, they only have 2 left.
I had to do this to quite a few clients and some understood, and some… got crazy.
#1 Do you have a cancellation policy in effect and on your website or in clear view in your lobby/treatment room?
#2 Do you have a cancellation policy on your Groupon Voucher (i.e., 24 hour cancellation required or fee up to Groupon price may apply… or something along those lines)?
#3 if yes, do you want clients who waste your time?
In my opinion, if yes to 1 and 2 above, you are entitled to voiding the voucher. You've lost time and money and the client who doesn't show doesn't deserve to continue to abuse your nice attitude.
You need a very specific cancellation policy… and then you need to enforce it.
I've learned this and now enforce will all clients, the first time in most cases for no shows. No shows are just plain rude and don't deserve 2nd chances (unless car accident, death, severe illness, etc)
Respect your time and TEACH clients to do the same :)
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How to handle…?
It depends on the situation at this point.
When was the last appointment with her, when did she last no show? Has she rescheduled? How many visits did she miss and how many does she think she has available to her?
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There is just a "24 hour cancellation required" notice on the voucher.
She came in as a normal client, then bought a voucher for 3 facials.
Facial #1 She came 15 mins late. I don't remember her reason.
Facial #2 No call No show
Facial #2, try #2 No call No show
I called her 10 mins after her appointment, to make sure she wasn't just having driving trouble (the roads are terrible here right now). She said she had completely forgot about her appointment (even though we text and email notifications the day beforehand)
So, she thinks she has 2 facials left. While I was on the phone with her, I wasn't prepared to lay down the law, and I didn't know exactly what to do. She said she would call back to reschedule. I've already revoked her online booking privileges, though she doesn't know that yet. I'm thinking of blacklisting her so she has to talk to me on the phone before she books.
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That's perfectly reasonable- she should have to call to book.
Well, if that second no call/no show was recent, like yesterday or today, I'd send her an email. If much longer than that, I'd wait to see if she ever reschedules.
Here's what I would do. I'd give her 1 treatment left with the Groupon special. Inform her that she no showed for her appointment twice, and while you waived the fee the first time as a courtesy, the second time it happened she lost one of her visits. Reiterate your 24 hour cancellation policy.
If she gets upset about that, and you still feel like giving her a chance, you can tell her you will extend the dollar amount that she paid for that visit as a credit for her to use for another (full priced, regular priced, facial).
ie, if you did 3 facials for $99, then she has 1 visit and one $33 credit.
If you decide to put this in an email, and I wouldn't blame you, link her to your cancellation policy and make it clear that you've been patient with her and waived her fee once, and that your policy will be enforced, but if you want to keep her as a client, then you need to couch all of that in a way that invites her back.
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Permalink Reply by Amy Sherman on
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I went to a training years ago that said to treat your clients as good friends. Would you allow a good friend to no show you twice? I would take her credit card info in order to even book and charge h e r for the no show full price. I do so with all of my clients. I have no no-shows.you can do this in a Friendly and fun manner. Just the next time she wants to book you say "now soandso, I am going to have to take a credit card to confirm you and just know I will have to charge you full price if you no show. I have to do this because so many people want in with me. Ok?" And if she can't do that then she looses. If she chooses to come in then again be friendly like she is an old friend.
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Well, I emailed her the same day that she no call no showed me for the second time:
"Cancellation requires a 24 hour notice, and I have you down as having 2 no call/no shows and 1 late arrival (15 mins).
Per my cancellation policy, you have forfeited your Groupon voucher. I will be happy to honor the remaining dollar value of the voucher ($26.33) towards another service with me, and you can feel free to call the office to make an appointment.I value you as a client, and I hope you can understand my need to enforce the cancellation policy."She emailed back and apologized, but seems to be okay. We will see if she decides to come back to me:)
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Perfect!
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Permalink Reply by Monica Harris on
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I had a similar situation with a Groupon client. I have an online reservation system and the client made 3 appointments which were all no show/no call. Finally, I blocked the person so they couldn't make appointments online. Apparently, they contacted Groupon to tell them they were unable to make an appointment with me. I told the Rep, this person has made 3 appointments and they were all no-shows so they cannot make another appointment. I heard nothing else....
Shelly is right, I will never use Groupon (or any similar service again). All you get is 'thrifty' people looking for a deal and they will run from place to place to get one.
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Again, I want to clarify that MY groupon experience has been mostly positive. Maybe I've just been really lucky...I've gotten wonderful clients who buy product, return with either me or one of the massage therapists...
I did it just as a way to get my name out there, and it worked! I also work for myself, so groupon was my own choice...which means I don't resent the clients who are coming in with it. I give them the best experience I can, and hope that they will return, or at the least tell a friend (by the way, I've had at least 5 clients come in because they were referred by one of my groupon people).
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