Last Minute Cancellations
Despite having an explicit cancellation policy, email and text appointment reminders I am still getting too many last minute rescheduling/cancellations - I lost $480 in revenue this week alone.
I am "by appointment only" and have no walk in traffic so this is a huge dilemma (as I am sure it is for so many of us)
I am considering asking for credit card numbers to hold appointment's and wanted to know people's experiences with this system and/or any other suggestions to help address this problem.
Views: 164
Replies to This Discussion
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Permalink Reply by Ally Draizin on
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I think it's a great idea, although it might scare away some prospective clients... Worth it in the long run!
Other advice: I generally forgive a late cancellation once, but ALWAYS mention (via email, in writing) the exact cancellation policy and the consequences when someone cancels after the grace period... Mine is a 48 hour cancellation policy, and it's a fee of 50% of the treatment value if cancelled late. Then next time I enforce the policy. I don't take a credit card number to hold appointments, but I am not afraid to lose a client who consistently doesn't respect my time. Some people won't pay the fee, but aren't welcome to return if they don't. Our time is our livelihood, and people will do whatever you let them get away with. You have to respect your time, as a role model for your clients.
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Permalink Reply by Amy Sherman on
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I had this problem. I started making my cancellation s pay in advance. I do not h a 've it at all now.
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Permalink Reply by lisa bova on
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Yes the ultimate frustration!! I hear ya it is terrible to lose that much in a week. I give people TWO last minute cancels/no call, no show. That is all they get. After that I make it VERY clear I will need pre-payment for all future services. I must admit as the other esty mentioned, this tends to turn people off. I actually had a client respond quite negatively to me regarding this and let me know she would no longer be seeing me. I get it, nobody like to feel punished. However, some folks just assume that because we are not corporations we should not instill "policy" at all. But ultimately time is money and there are just some clients that you end up LOSING money on. They will only continue to do it unless you put your foot down. If you lose them, oh well, another client that shows up and respects your time is just right around the corner! So sorry about your week, but fret not, spring is on the way!!
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I don't even tell mine. I just say something like "I've been having a lot of cancellations lately so in order to make sure of your time, we are requiring a cc# in advance. We always know there are extenuating circumstances. Our policy is to charge you for the ser v ice." That way they feel like they a re getting my exclusive time. I also ALWAYS go above and beyond and sometimes, they can't help it.
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Permalink Reply by Nichola Weir on
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Thank you ladies for your advice - it is always so helpful especially from people who are in your situation and understand the fears and frustrations! Much appreciated :)
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