Saturdays and Summer time no shows
Can I just vent?!
Since summer began, 'no shows' have really picked up, as well as late clients and last minute cancellations. I'm getting really tired of it!
However, the reason for my vent is mostly because of Saturdays! I don't make money on Saturdays. It is turning out to be a huge hassle and a lose-lose for me. Anyone else?
Clients show up late Saturdays, or no show. Almost every week, and two weeks in a row I had 2 no shows on Saturdays. Or, people show up hungover, or call last minute with 'emergencies'.
I only work 9am-1pm, so I get pissed when I have to show up at 8 am to set up the room, roll towels, make the bed, set the temperature of the room, etc etc, and then no one shows up.
My clients get reminder texts and emails 2 or 3 days before their appointment, and the texts and emails include my cancellation policy, my website and phone number. Some of these clients are Groupon clients right now, so I cannot even really charge them for missed appointments (I do void their Groupon for no shows).
Mostly, I'm just frustrated and venting. I have paying customers and a waiting list of people who would LOVE to get in on a Saturday, but I can't ever get them in because the no shows or cancellations are last minute.
I currently only work Tues, Thurs and Sat (am), so I feel like I have to offer some weekend time (and sundays are out), but its getting to be too upsetting. I know I shouldn't take it personally, I have great clients, too, with 100% positive reviews and referrals, but my time is being wasted on Saturdays and I think my home, my kids, my husband, etc would be better served if I didn't bother with Saturdays!
Anyone have solutions?
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Replies to This Discussion
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Permalink Reply by Deborah Kenney on
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You are right-don't take it personallly, it can be extremely frustrating though. Group-Ons have policies stated so I think you can void a last minute cancel (seems like it was 48 hr notice). I recently redid my office policy and have all new clients sign it. I get CC/Gift Cert #'s confirms on all new clients now.
It's great to have a place were we can vent to each other, rather than show our frustration to clients. Sometimes, in the beginning we put up with this kind of behavior because we think we have to. Unfortunately a few spoil it for the rest. :) :) :)
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Permalink Reply by NBSkinCare on
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Thanks for the reply. It helped so much for me to just vent, LOL
I have a 24 hour cancellation for Groupon clients, and I contacted Groupon to make sure I could void no shows/clients that cancel with less than 2 hours notice (as my policy states), and they said they would back up whatever my policy was.
I just get frustrated with rude people. Can't stand rudeness, and not showing up (and then not replying to an email or phone call) is just plain rude. I can't believe adult women act this way.
And you're right- in the beginning, I did put up with it and act nice and reschedule... and I got taken advantage of. I am very strict now about my policy and missed appointment fees, etc. Still its frustrating, but at least I stick to my guns.
I need to start getting groupon #s before their appointment, and possibly get cc #s for clients who want to reserve Saturday appointments...? Anyone else do this?
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One more question for you, Deborah. If you get CC #s on all new clients, and they no show, what do you do? And have you had trouble enforcing?
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Charge them! The ones that are serious will show up-no point in having a policy and not carrying iit out, (not talking about true emergencies), but rarely do they come up as they have an investment!
I use 48 hours cancel or reshedule. Also, if late, they will likely not get the full amount of time scheduled and that I will charge for the full amount.
My frist appt. this morning, repeat client-texted me to let me know whe was running late (this was 5 min after her 10 am appoint-she'd worked late). I texted back and told her I wouldn't be able to give the the full time as I had another right behind her. she got there 25 past 10 and she said was late working last night! she'd just rolled out of bed! I did give her 10 of the 25 minutes.
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Permalink Reply by lora condon on
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do you take credit cards for saturdays? charge them if they dont give 24 hr notice. DON"T take groupon people on saturdays!!
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Permalink Reply by Lauren Snow, ASCP on
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I know EXACTLY how you feel! You get up early and scramble to get to your spa in time to get the whole place ready for a guest and then they don't show! UGH! So frustrating!
Lori Crete JUST sent out this email and touched on the subject. To summarize, she mentioned having a crystal clear cancellation policy and reminded each and every person about this when they book and when you call to confirm. I think taking CCs and Groupon numbers is genius.
Another thing she does is when she calls to remind the person of the appointment, she says to re-introduce yourself and say you wanted to call and make sure they knew exactly where the spa was and that you are so excited to meet them and do _XX_ treatment for them. And again remind them about the cancellation policy and that you have a waiting list so you want to make sure they are still able to come. Ask for a call back to confirm if you're leaving a message- so again you have received a verbal commitment. \
She also says an online scheduling system is key.
If you don't know about Lori Crete I would recommend finding out about her, she is brilliant and full of wonderful ideas to help us estheticians grow our business!
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