How to handle this client.. fire?
OK, I have this client who came to me from Groupon.
She no-showed/no call her 1st appointment. I eMailed her with my usual 'missed appointment' information, that includes my policy and a request for her cc # and info in order for her to continue with her next two appointments (she bought a group of 3 thru Groupon). She didn't respond in the alloted time, so I gave her a courtesy call to make sure she got my email.
She kind of blew me off about missing her appointment/didn't seem to care (she was busy/running late/forgot... I heard all 3 excuses, lol).
When I told her that I needed her Groupon # and cc info to allow her to come back in her for booked appointments, she gave me attitude and said she was going to contact Groupon to see if I was allowed to do that. I told her no problem, she of course, could do so. But my policy stands.
I sent her another email asking what she wanted to do: a) give me the info requested or b) cancel her future appointments. She sent me an email a week later with the wrong # and not all the info I requested. I sent her an email back clarifying (again) the info I needed, and another week later, I've heard nothing.
Her next appointment is coming up this weekend. (I finally contacted Groupon and got her Groupon # the hard way, BTW). I'm thinking I should just cancel her two appointments and direct her to get a refund from Groupon for the remainder of her voucher. The thought of seeing her this weekend is just stressing me out, to be honest, because she obviously has no respect for what I do and we are not going to be a good client-service provider match.
What do you think I should do, and how to go about it? I was thinking of canceling her appointments (which she would get notice of from the online booking), and following up with an email stating that she could seek a refund from Groupon. But I'm unsure how to state it. I am stuck in the mind set of wanting to be a good skin care provider, but I know deep down I feel taken advantage of and disrespected and I won't be happy to see her Saturday (if she does intend to show up.. who knows!) And, of course, I'd hate to incur bad reviews...
Any thoughts? I need to act in the next 24 hours or so. I have plenty of clients on my waiting list who would love a Saturday appointment.
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Replies to This Discussion
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Permalink Reply by Shelley Hancock on
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If I recall, it states on the Groupons that they forfeit their appointment if a 24 hour notice is not given. Check with Groupon to make sure. If that is the case, you do not need to do her siervice. She can take it up with Groupon. Now, usually we don't want to do that, but it does seem as if she has no regard for your time. She seems as if she will not be the type to be a good future client but.....over my 25 years experience, there has been a couple of times that I have had a rough start with someone and they have ended up becoming a long term client. You'll need to dig deep and decide how you want this to play out! keep up posted!!
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Perfect Ally!!!
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Permalink Reply by NBSkinCare on
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Thanks Shelley and Ally for your responses.
This particular client bought from Groupon a group of 3 services. So, yes, her no show resulted in her losing that service (1 of 3). She had already pre-booked her other 2 services, but my policy states that she has to provide her groupon # and a cc # (because of the appointments being a saturday and she already no-showed once). She hasn't provided me with the info I need yet.
Groupon has said they back my policy and that I can redirect any difficult or non-compliant clients back to them. She probably would not get a refund of any $, possibly a credit for other Groupon purchases, since her voucher is redeemed partially.
I see the point, though, of her possibly being a good client with just a rough start... that's why I'm hesitating. Maybe, instead of emailing her I should just call her again and try to get the info over the phone. If she's still resistant, then I can just give her Groupon's # and know that I tried!
What I don't want to have happen is for me to not follow through on what I've told her my policy is (I already have bent it because I didn't cancel her when she did not respond back). And, I don't want her to no show on saturday when other clients are waiting for saturday openings.
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