Dealing with tardy clients!

We all have those clients that are always late. The question is do you adjust your schedule, foreseeing they won't be on time or are you correcting their bad behavior by canceling the appointment? I know professionals who cancel the appointment if clients are more than 15 mins late and charge half of the service. Is it worth the risk of losing the client?

Tags: Clients, esthetician, late, professional, tardy

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Permalink Reply by Kimberly Bourbon on June 28, 2015 at 7:49am

Those clients who r consistently late, I always tell them their appointment is 15 minutes earlier than it really is! Always works for me!!!

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Permalink Reply by coldsalineplexus on July 4, 2015 at 6:09am

Yes, yes, yes.

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Permalink Reply by Bernetta James on July 4, 2015 at 12:34pm

Yes I too am having issues with late, no shows, and last minute cancellations. How do you get them to give you their credit card to charge for the late fees? The ones who show up 15 minutes late I tell them that I will have to modify their treatment because it isn't fair to my next client. And if they are more than 20 minutes late I tell them they will have to reschedule. Some get frustrated and some understand. One (new) client was 40 minutes late and it was my last appointment of the day so I left after 30 minutes after trying to reach her. She had the nerve to be very upset that I didn't stay for her....really???

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Permalink Reply by George on November 18, 2016 at 8:54am

The no-show/cancellation charge policy is written. If we do not have a cc on file, we require it at the time of booking. The client who refuses to give a cc at booking is the one who is most likely to NS or cancel anyway. The key is to make sure the client understands the policy. No one likes surprises. As long as it isn't a surprise, the client will indeed accept the consequences....usually.

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Permalink Reply by George on November 18, 2016 at 8:49am

Tardies and cancellations have been a problem since the first spa opened. You must train your customers about their expectations. You have choices, which others have prescribed, but you must ultimately create your rules and stand by them. They will learn. Our spas charges a cancellation fee. We credit the fee once and only once when they return. They understand and it never seems to happen twice.

Do not fear losing the client. There is a reason they are your client. If it because you provide great service, then they will stick with you. If it because they can take advantage of your time, then your time acquiring better clients.