Client turned up on the wrong day

[Emily Case]

Hi geeks, I'm not sure what forum this is meant to be in so my apologies if it needs to be moved!

I had an elderly lady contact me before Xmas for a full set of enhancements. The first appointment (13th Dec) was great, she tipped me etc and all went well... But then I didn't hear from her until last Weds (13th Feb) when she phoned to book Infills - after 8 weeks!

We spoke on the phone about dates/times etc and we booked today (Tues 19th Feb) but then she told me she might need a soak off and a new set, which I wouldn't have had time for, so we then agreed on tomorrow (20th Feb).

I was just sitting in my living room waiting for another client to arrive an the doorbell rings, 40 mins early. I answered it and there's my elderly client, flustered and apologising for being 20 mins late... There's a taxi behind her.

I explained that she's got the wrong day, showed her the appointment in my diary and said that if I wasn't waiting on an appointment I would have done it nonetheless, but unfortunately I can't fit her in at all today and that I'd see her tomorrow at the arranged time.

I feel awful, she's spent all that money getting here from miles away just to be told to go home!

I can understand why she got confused but at the same time it's not my fault that she got the wrong day... However, I feel as if I need to make it up to her.

I'm thinking of calling her after my next appointment is finished to let her know I feel bad for her and offer her the soak off for free (only costs me in time, I'd only lose £6).

What do you think? I feel partially responsible! She looked so upset when she left...

Xxx

 

[geeg]

Hi geeks, I'm not sure what forum this is meant to be in so my apologies if it needs to be moved!

I had an elderly lady contact me before Xmas for a full set of enhancements. The first appointment (13th Dec) was great, she tipped me etc and all went well... But then I didn't hear from her until last Weds (13th Feb) when she phoned to book Infills - after 8 weeks!

We spoke on the phone about dates/times etc and we booked today (Tues 19th Feb) but then she told me she might need a soak off and a new set, which I wouldn't have had time for, so we then agreed on tomorrow (20th Feb).

I was just sitting in my living room waiting for another client to arrive an the doorbell rings, 40 mins early. I answered it and there's my elderly client, flustered and apologising for being 20 mins late... There's a taxi behind her.

I explained that she's got the wrong day, showed her the appointment in my diary and said that if I wasn't waiting on an appointment I would have done it nonetheless, but unfortunately I can't fit her in at all today and that I'd see her tomorrow at the arranged time.

I feel awful, she's spent all that money getting here from miles away just to be told to go home!

I can understand why she got confused but at the same time it's not my fault that she got the wrong day... However, I feel as if I need to make it up to her.

I'm thinking of calling her after my next appointment is finished to let her know I feel bad for her and offer her the soak off for free (only costs me in time, I'd only lose £6).

What do you think? I feel partially responsible! She looked so upset when she left...

Xxx

Why do you feel partially responsible? Are you? If you are then the free S/O would be a nice gesture. If you are not then you are doing a nice thing, but it's a 'woman' thing and not a 'business' thing. It is your business if you want to do that ... but it is not necessary.

 

[Emily Case]

Hiya geeg.

I feel partially responsible as I feel I may have confused her when she phoned to book! She'd asked for the 19th so we booked it, but I didn't have the time for what she actually needed so we agreed on the 20th.

Technically it's not my fault, but bless her... I feel bad that she got mixed up. I think she just wrote the original appointment down and didn't change her notes.

You're right, it's not necessary for me to offer the free soak off and it probably is me being a bit soft! However, if it makes her feel better about the mistake (and I ultimately keep a customer happy, maybe even get a few recommendations) then I suppose I haven't got a lot to lose by offering it.

Thank you I think I've answered my own question! I just didn't know whether I was being overly soppy - I reckon she will appreciate the gesture so I think I'll do it.

Xxx

 

[geeg]

Nice of you. x

 

[Emily Case]

I've just spoken to her, she was over the moon that I phoned but told me to stop being silly... Apparently she got home, told her husband what she'd done and he said "you silly old bat, that'll teach you to use the diary" LOL.

She was fully aware that it wasn't my fault but was "pleasantly surprised at my customer service" - all's well that ends well!

Xxx