Help!!! I need advice on Credit card holds

Hello Fellow Esty's

It's been awhile since I've been active on the discussion boards but I've recently run into a string of problems. I use schedulicity for online booking and have recently implemented a credit card hold because I've run into an increasing amount of no call/no shows from new clients (mainly bridal clients). How can I communicate this necessary change to my existing clients who book online without offending anyone? It already states that with no call I can charge up to 50% of the service amount when proper notification isn't given. I usually call them 2 or 3 times if they are late just to make sure they arent lost. I guess I just need tips on how to be assertive yet customer friendly. Any suggestions are welcome.

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Permalink Reply by Cindy Greenwood on May 30, 2013 at 9:05am

Contact schedulicity...

you may be able to "uncheck" the credit requirement for your reguar clientele (that is...if you want to).

If you want to institute this policy for everyone, it's probaby best to tell your current clients in person...

just let them know that this is a new policy ...most people get this.

The way I like to handle things like this is to be direct, don't go into any stories (especially NOT anything personal), less said the better - just stick to the facts. Then stop talking! And don't apologize for your policy...you can apologize for any inconvenience or disruption if that occurs, but NO excuses about your policy!

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Permalink Reply by Faith Redd-Walker on June 5, 2013 at 1:34pm

Thanks Cindy. Great advice and I had already notified my regular clients and none of them had a problem with it at all.

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Permalink Reply by Natalie on July 20, 2013 at 8:20am

You can hold certain services with a CC on schedulicity - under adding new services there is a box to check and hold with CC- this way you can do it for certain packages/treatments but not haves to hold for all. I would explain on website under FAQ or policy section that certain appts .that take more time or just be simple certain ones need Pre-auth and others don't. That way if any issues - they can ask you if they have a question. I think it is a pretty normal policy now days and would not worry ( esp with brides or bridal parties/packages) that's a large amount of time and money you are holding for- so dont be concerned what they may think! Make it as you are doing it for client- if cancellation happens you can always decode to be lienant or not depending on situation

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Permalink Reply by Marty Glenn on July 21, 2013 at 1:34am

Faith

The problem you have is actually simple:

These clients...do they EVER come back or are they once here and gone there? Totally new ones right? Allow me to tell you a story then give my answer-

A long time client (she told me this story) of mine was never late and never had a problem with missing an appointment with her hair stylist. But one day as it always eventually happens, she missed and the hair dresser who is very busy (books 3 - 6 months out) billed her on her next visit for the missed appointment. The hair dresser stood firm and the clients point of view was this: When you call me to cancel my appointment and reschedule do you pay me as I have to pay you if I miss? This road looks like one way traffic to me...

My client never went back and her hair stylist never called to re-book. You don't want to look at it this way but that is actually what it is; the end of a service relationship. Very few beauty pros pay there clients when they re-schedule and very few clients ever see the next appointment to pay for a missed one.

Try this as an idea:

1. New clients do the hold AND bill them the 50%. If them come in then give it back.

2. Existing clients keep separate some way, they deserve to be treated different and if you cannot use another schedule service for them and I see the problem with having two, call EACH and every one of them and explain. Clients who are new and get it wont need to be called, see that?

3. Have a policy, something like this: Every six months award via email each one of your clients a thank you discount for a service they do not get and a pass that you actually track and they know that if they miss they have a pass but if they miss more then once and dont have a pass, your going to charge them. I don't know a pass every 3 months? Every 6 months?

These ideas may or may not work for you but hopefully they are creative or maybe not real world but the point is to have a system that your current clients can respect and one for new clients to respect as well so they do not ruin your schedule and potentially the good clients you already have.

To this point: Assertive and Friendly DO NOT go hand in hand with money. Never have never will. Sorry :))

One more thing: If you bill a client for missing, I can almost guarantee you will never see them again. So what is the point in bluffing and frustrating yourself? Have a policy, write it out, post it on the wall and stick to it.