Question:
Hi There,
I am just after a bit of advice re cancellation fees. I have a client that is a regular(ish) client, however they are always late and this Sat he failed to show -even tho I had left a message the previous week re his app!
When I contacted him he was quite rude, offered no apology and tried to make put it was my fault.
I am just deliberating wether to send him a polite but firm letter requesting 50% of the treatment cost - after all it was an hour's appointment on my busiest day- Saturday.
Opinions/advice greatly appreciated.
What kind of treatment was he booked in for?
Amber
It was a full body massage incorporating hot stones.
Hi Swilks
This is a tricky one, if they are a regular client do you really want to run the risk of losing them by requesting money especially if it is not part of your terms and conditions of booking (ie on display), on the plus side you know he is regular and that he is usually late so you can factor this in, otherwise if its a problem dont book him for a saturday.
I dont charge my regulars for missed appointments because they are just that my regulars my bread and butter if you like, however if someone gets to three missed consecutive appointments I do charge them for the last one missed....
I am not saying your time is not valuable but in terms of weighing it up would you be happy to lose this client if he decides not to return, also after you send him a letter if he decides not to pay what would be your further course of action....
Just my thoughts of course
Tiger
x
it's always such a difficult one and depends so much on your own circumstances ... if he's a regular client then it might not be worth it .. if he keeps coming back he must know you are good and therefore could recommend you to others as well as his own custom .. maybe you should not book him for any more Sat app's but just politely be full and kindly fit him in on an eve when his no-show would be less problematic. maybe just mention nicelly prior to his next app that now you're getting busy he needs to be on time to avoid having his treatment cut short .. and that you appreciate he's a regular client and that you don't want him to miss out. Hope this helps XX
Let the client call you to rebook - at that time say that you are fully booked on 'their' day, but have had a cancellation for the afternoon of ......day, would he like that instead. If he is keen, he will make the effort, if not, he will always be unreliable. I never leave messages about appointments - I either speak to them directly or write an appointment card and post it, asking them to reply before a certain day. No-shows are a pain, especially if you work in a rented room. I have sent fee demands over the years, but none were ever returned so stopped wasting my time. We cannot enforce payment.
I have told all my clients I now charge the full fee if an appointment is cancelled within 24 hours of the treatment. I have only ever charged one person who did not turn up at all and she fully understood and has since had further treatments. I normally find it's the same clients who muck me around and in the end I decided that I would be better off without their custom. Most regular clients I let off if they have a genuine reason but I have also found that since introducing the charge I have found that I have 'focused' clients more on giving me the correct amount of notice for a cancellation.
If a client is regularly late, I give a shorter treatment, irrespective of whether I have someone booked right afterwards or not.
If they have a good reaosn to cancel on the day, I let it go, otherwise I send an invoice.
All my litterature says that a fee may be charged for cancelations with less than 24hrs notice.
Artemis
I am just after a bit of advice re cancellation fees. I have a client that is a regular(ish) client, however they are always late and this Sat he failed to show -even tho I had left a message the previous week re his app!
When I contacted him he was quite rude, offered no apology and tried to make put it was my fault.
I am just deliberating wether to send him a polite but firm letter requesting 50% of the treatment cost - after all it was an hour's appointment on my busiest day- Saturday.
Opinions/advice greatly appreciated.
Answers:
What kind of treatment was he booked in for?
Amber
Answers:
It was a full body massage incorporating hot stones.
Answers:
Hi Swilks
This is a tricky one, if they are a regular client do you really want to run the risk of losing them by requesting money especially if it is not part of your terms and conditions of booking (ie on display), on the plus side you know he is regular and that he is usually late so you can factor this in, otherwise if its a problem dont book him for a saturday.
I dont charge my regulars for missed appointments because they are just that my regulars my bread and butter if you like, however if someone gets to three missed consecutive appointments I do charge them for the last one missed....
I am not saying your time is not valuable but in terms of weighing it up would you be happy to lose this client if he decides not to return, also after you send him a letter if he decides not to pay what would be your further course of action....
Just my thoughts of course
Tiger
x
Answers:
it's always such a difficult one and depends so much on your own circumstances ... if he's a regular client then it might not be worth it .. if he keeps coming back he must know you are good and therefore could recommend you to others as well as his own custom .. maybe you should not book him for any more Sat app's but just politely be full and kindly fit him in on an eve when his no-show would be less problematic. maybe just mention nicelly prior to his next app that now you're getting busy he needs to be on time to avoid having his treatment cut short .. and that you appreciate he's a regular client and that you don't want him to miss out. Hope this helps XX
Answers:
Let the client call you to rebook - at that time say that you are fully booked on 'their' day, but have had a cancellation for the afternoon of ......day, would he like that instead. If he is keen, he will make the effort, if not, he will always be unreliable. I never leave messages about appointments - I either speak to them directly or write an appointment card and post it, asking them to reply before a certain day. No-shows are a pain, especially if you work in a rented room. I have sent fee demands over the years, but none were ever returned so stopped wasting my time. We cannot enforce payment.
Answers:
I have told all my clients I now charge the full fee if an appointment is cancelled within 24 hours of the treatment. I have only ever charged one person who did not turn up at all and she fully understood and has since had further treatments. I normally find it's the same clients who muck me around and in the end I decided that I would be better off without their custom. Most regular clients I let off if they have a genuine reason but I have also found that since introducing the charge I have found that I have 'focused' clients more on giving me the correct amount of notice for a cancellation.
Answers:
If a client is regularly late, I give a shorter treatment, irrespective of whether I have someone booked right afterwards or not.
If they have a good reaosn to cancel on the day, I let it go, otherwise I send an invoice.
All my litterature says that a fee may be charged for cancelations with less than 24hrs notice.
Artemis
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