I need to vent about cancellations!!
This week is cursed! 2 to 3 cancellations or just straight no-shows every shift this week! I'm not in a position to start enforcing last minute cancellation/no show policies yet, and am ready to tear my own hair out. I've been licensed for 10 years and had to start all over again last year. Sometimes these people KILL ME.
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Replies to This Discussion
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Permalink Reply by Julia Betzen on
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My only concern with deposits is clients trying to dispute the charges, have you had that problem at all?
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Permalink Reply by C. M. Kellywood on
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I hear you! it happens everywhere these days and I've had my whole day fall apart because of the No-show, no call, or cancellations.. It's just rude and inconsiderate.. I think everyone everywhere should enforce a fee for no shows and if said inconsiderate client wants to fight the charge, then I say good riddance. Who needs a client or clients like this?
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Permalink Reply by Lee Torres Bowman on
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Julia,
This has been a recurring issue for me, too. I've been a practicing Esty since 1997 and have been in business as sole practioner for past 10 years. I use to get very upset when clients cancelled and finally realized that I was upset with myself for not letting my clients know what was expected of them re cancellation policy. Yes, it takes courage, but it is important that you establish a clear policy from the very beginning with each new client. I have a sign posted on my door now that states my policy.
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Your time is valuable regardless of wether you are resuming your career. Additionally, if a client cancels more than 3 times in a row (even if they have rescheduled) this is a red flag, I terminate my client relationship. Repeat offenders will continue to zap your time and energy!
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Cancellation policies it's something to inform the client on their first visit. With a smile on the face :) make it clear that Our time is valuable and it's disrespectful to cancel at last minute or simply don't show to an appointment. They will understand and you will gain respect.
Something very important its to confirm each appointment a day or two days before so it's no excuses.
In my practice, one last min. Cancellation it's a warning, the second time will have to pay 50% of the missing service that will be collect on the following appointment.
A No show it's a No-No. I will mark in the computer as a NO SHOW, when she (he) call for another appointment I'll hold the spot only with a credit card number and info.
If we don't set up boundaries, some people will just try to cross the line.
Remember that Our time it's valuable and as professionals it's our job to inform clients about our policies and execute them if necessary. Take a nice deep breath, make a plan and work on it! You can do it!!
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Hey, we show up for their appointment every time, it's only fair! ;)
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I only give my clients one time to cancel or no-show. After that when they make an appointment, I ask for a credit card to book the appointment. This way it is on them and you are not out of pocket when you cannot get that time slot rebooked. People are more apt to make their appointments when they have paid in advance.
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Do you mean less than 24 hours cancellation or cancellation period? Kidding. The booth renter estie I work along side is one strike you're out. You haven't had any problems with the deposit?
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Permalink Reply by Ruth Ann Holloway on
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Julia and everyone,
I had an attorney work with me on my appointment policy. Below I have posted for you the words on my policy. They have to sign that they have read and understand it. This IS a BINDING agreement between two parties now. I also have it posted on the desk they use to fill out their checks. It is also at the bottom of my reminder notices. I do NOT charge 50% of the treatment scheduled. This can be disputed in court and with the Credit Card company if you charge the card, as there was no service rendered. It is a flat fee, and a binding signed agreement between the client, (clients parents if a minor) and my office.
I am scheduled out 6 weeks solid, with the next 3 weeks 50% full. They know if the don't come they will have to wait that long. SICKNESS, or ACCIDENTS, etc. You can tell when someone is lying to you. Note in their chart what the excuse was. If you feel it is legitimate, don't charge. However, I had kept track and had one client with 3 instances of "car trouble". When she called the fourth time with the same problem, I told her she should get a new car. She said "Why?" I said, "...well you've not come three other times because of your car! " Busted! My clients know I keep track, because I tell them it will be noted in their file and I'm glad they "let me know".
Hope this will be of assistance. AND WHEN NO SHOWS HAPPEN, call your clients you saw a few days earlier to check on their progress with their treatment, and find out if they need any new products. Sell during the time that has been opened for you! Your clients will be so impressed that you called and care about them. This is a feeling oriented business. Be proactive, and your business will thrive!
APPOINTMENT POLICY
When a situation arises and you are not be able to keep your appointment, please give notice at least a full day ahead, or 24 hours notice. This allows time to perhaps fill the appointment, creating a positive outcome and situation for everyone. A typical treatment is scheduled for 1 hour and 15 minutes. Some treatments take less time, others more. Please, upon your arrival, if you have an appointment, or need to get somewhere by a certain time, inform your professional. This will allow her to properly set up your treatment and be finished accordingly.
If you do not give notice: Your account will be charged a minimum of $35.00 for the appointment time lost.
SATURDAY APPOINTMENTS: Saturday is prime time. If no notice, there will be a $50.00 appointment charge.
Late: If you are more than 15 minutes late you may be asked to re-schedule with the above fees paid, or not receive the full treatment at the full cost.
If you do not agree to this agreement between parties, or you do not pay for missed appointments as outlined, future treatments at this office will be terminated, with individual consideration taken into account. As of this date this policy will be in place and honored as agreed and signed.
__________________________(client signature) ____________________(Professionals signature)
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Permalink Reply by Katrina Matos on
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Julia, I feel for you! It can be so frustrating. I'm glad you like your boss, other than this one area. :) It sounds like you have a good idea how you would like to deal with this issue, but as long as it's your boss that is not enforcing the policy, attempts to improve things could be quite limited. Have you tried talking with her about it? Hopefully these new flaky people will weed themselves out of your schedule. Depending on your situation, if these newer people try to re-book, perhaps you could have some firm yet diplomatic words at the ready. ;)
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The flakes do seem to weed themselves out on their own, and I will probably go booth rent in another year, year and a half, and I'll create my own policy that seems to fit my client base, but I love all the responses, great feedback, here.
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Legalities of charging for an appointment that was not performed is governed by your STATE LAWS passed by LEGISLATION, and must be handled according to those statutes. It may be in your state you can legally charge 100% of the service scheduled, or it may not be. I have chosen to not charge 100%, and charge a flat rate lower than the average appointment, as I find they happily pay it, as it is less "painful" for them emotionally and financially. I like win~win outcomes. This was not the case when I charged (for a short time) 100% of their treatment.
There was no treatment given to the client, and therefore in some states this can be legally challenged. This is also true of Gift Certificates (or on-line purchased promotions) with expiration dates. Check with an attorney that specializes in medical / business laws in your state. You can also contact your State Attorney Generals Office to research it for you.
I think there are clients that are genuinely embarrassed that they forgot and will pay the fee you respectfully request of them. Repeat offenders are the ones to let go. We all want to be treated with respect.
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