People who let you down but don't let you know?

[blossom]

I have had only 1 terror of a client, mind you she was awful! She arrived for her first appointment and loved her nails, so booked every 3 weeks for quite a stretch. Anyway, she never turned up for any of her appointments after that, so I phoned when she was 1 hour late for the first re-balance, she had forgotten.

She re-booked and I said that if she wanted I could give her a call the night before just to remind her, that would be lovely she said, so I called her, she had remembered and would see me the next evening at 7.....didnt turn up.

I phoned again and she wanted to re-book, I said that this time I would have to ask for a deposit, that was fine, she said she would call in with it....never turned up.

She wanted evening appointments aswell, meaning I had to get the kids to bed by 7pm to make sure I was ready for her and then she never showed!

Needless to say I binned her.

She phoned a few weeks later to ask why I hadnt been in touch, I explained my reasons, and she asked to book another appointment, I refused her an appointment and she said 'Im not bovvvvvered' and hung up!

Personally I can do without clients like that! No respect for you or your time or your life outside work, its just plain rude!

xxx:hug:

OMG she is quite disgraceful!

She didn't deserve you. :hug:

 

[worthit]

I feel sorry for you guys, I have only once been let down by a client as she forgot her appointment as she was busy with wedding plans, I'm afraid I billed her £40 which was half the treatment cost and then didn't feel so let down. I had lost out on another booking while sitting outside her house for an hour waiting for her, just in case she came back, so it was only fair she paid me for my time.

You should bill these clients at 50%, if they refuse to pay then black list them and if they pay but let you down again then I would do a two strikes and you're out policy unless they are willing to pay the full missed treatment cost at their next appointment.

Make your policy clear when they make the booking. Why should you suffer financially for their change of plans? I know it seems hard to do but they probably didn't give you a second thought and if they are serious about their booking they will have no problem with this. You can of course waiver the fee if they have a genuine excuse. :hug:

Hi,

Great ideas here but I'm a bit of a doubting Thomas as to whether they would actually pay what if they don't?? then what do you do blacklist them anyway?? I've had quite a lot of people forgetting etc etc I just don't want to book them again, in my opinion they will always be un-reliable, if they can't be bothered to let you know and you have made the effort of getting car ready etc etc then I don't feel they are worth my effort:irked:

Just my opinion it's sooo annoying and kicks you in the teeth I wonder if they'd like it done to them I doubt it very much!!!!

Thanks

Kate xx

 

[blossom]

Hi,

Great ideas here but I'm a bit of a doubting Thomas as to whether they would actually pay what if they don't?? then what do you do blacklist them anyway?? I've had quite a lot of people forgetting etc etc I just don't want to book them again, in my opinion they will always be un-reliable, if they can't be bothered to let you know and you have made the effort of getting car ready etc etc then I don't feel they are worth my effort:irked:

Just my opinion it's sooo annoying and kicks you in the teeth I wonder if they'd like it done to them I doubt it very much!!!!

Thanks

Kate xx

I'm with you here. If you are mobile and going to the trouble of turning out, only for them not to be there, :grr: how annoying is that! (At least if you worked at home you could always do a bit of ironing instead lol)

 

[weezie]

Hi,

Great ideas here but I'm a bit of a doubting Thomas as to whether they would actually pay what if they don't?? then what do you do blacklist them anyway?? I've had quite a lot of people forgetting etc etc I just don't want to book them again, in my opinion they will always be un-reliable, if they can't be bothered to let you know and you have made the effort of getting car ready etc etc then I don't feel they are worth my effort:irked:

Just my opinion it's sooo annoying and kicks you in the teeth I wonder if they'd like it done to them I doubt it very much!!!!

Thanks

Kate xx

If they don't pay then don't book them in again, or give them one more chance if you believe their excuse. When I used to work in a salon all the no shows paid up! It was amazing! If you let them walk all over you it gives them the idea that it's fine to do it again and again.

 

[blossom]

Do you think this is easier to implement in a salon situation, though, rather than mobile or working from home?

 

[worthit]

I'm with you here. If you are mobile and going to the trouble of turning out, only for them not to be there, :grr: how annoying is that! (At least if you worked at home you could always do a bit of ironing instead lol)

Hya,

LOL!!!!! LMAO!!!! this is soooo funny!!!! yeah I love ironing NOT!:grr: it's just plain bloody rude I'm sorry I would never do it to anyone EVER some people have no breeding I'm afraid!! as for charging for call out 50% I just know for a fcat without even trying I'm not going to get it if they can't be bothered to tell you about an appointment they can't afford or whatever the excuse their not going to pay you for your lost time this is my opinion!

Thanks again it's really good to vent our feelings on here it really does help to know that it does happen to other people and we're not on our own I think mobile beauty and nail therapy is one of the hardest trades EVER:cry:

IMO

Kate xxxx:hug:

 

[worthit]

Do you think this is easier to implement in a salon situation, though, rather than mobile or working from home?

I definitley think this is easier in a salon situation coz they are coming to you for one I just know for a fact that I won't get a deposit from people not mobile anyway I am going to start getting money up front for infils and if it's a big booking I've learnt that much

Kate xx:hug:

 

[weezie]

Do you think this is easier to implement in a salon situation, though, rather than mobile or working from home?

Not at all. Professional is professional whatever environment. If you act professional at all times with all things then clients respect you more x The only difference is you have to step up and make these decisions yourself, rather than relying on a manager/receptionist. It should actually be easier as you can do it on the phone rather than face to face!

 

[worthit]

If they don't pay then don't book them in again, or give them one more chance if you believe their excuse. When I used to work in a salon all the no shows paid up! It was amazing! If you let them walk all over you it gives them the idea that it's fine to do it again and again.

Hi,

I'm not convinced that if you send a letter out with your fee that they are going to pay people that haven't bothered to let you know in the first place IMO don't care that much about you or their appointment but if you have feedback on this that this really works I'd be glad to hear it honestly personally I don't think people care that much, and how do you word the letter?

Thanks

Kate xx

 

[sodabubble]

Not at all. Professional is professional whatever environment. If you act professional at all times with all things then clients respect you more x The only difference is you have to step up and make these decisions yourself, rather than relying on a manager/receptionist. It should actually be easier as you can do it on the phone rather than face to face!

weezie you're so strong and so pro I wish you could mentor me!!!:hug:

 

[classyclaws]

Hi there to all of you, I feel exactly the same, I started in this business about 6 years ago, did OK for a while, but I got disheartened by losing customers. I gave up doing nails when I had my house extended as I lost my work room. I have just recently gone back into business and one thing I have now understood is that its a luxury to have nice nails and if money is tight, its the first thing that gets cut from the budget (along with hair treatments). Its horrible when people don't show up, but I think they just assume that we have so many other clients that we just don't notice that we are missing one (I wish). Also I think that people are just plain embarrassed to cancel appointments because they cannot think of a good excuse (who wants to admit to being broke??). So this time round I have vowed to take it on the chin and not to take it as so personally, difficult though that may be. It takes lots of time and patience to build up a business, hopefully the day will come when we can tell the time wasters to take a hike, but until then, its a case of grinning and bearing it, frustrating ain't it?

 

[aliceellen1974]

Not only does no shows, late cancelations annoy me but I had a classic the other day.

Travelled 10 miles to do 2 sets of nails and worked my butt off for 3 hours to be rang a week later by the one girl saying "i have an air bubble in one of my nails, a slight bump on the other and they are too square can you come back and sort it out". My friend had seen her in the meantime and said she could hardly see a bubble and the bump. I always ask and make sure they like the shape of their nails before I leave. So for the first time in my life i said "NO" you have an appointment next week and I will gladly sort any minor issues with you then. I cannot believe that someone wants me to travel 10 miles EACH way at my expense because SHE doesnt like the shape of the nail that SHE chose!

I have now decided to stick with the clients I have and not take any new ones on at the moment because of these situations.

 

[nailzoo]

I think some clients do think it's a "hobby", particularly when you are working from home, or a mobile technician.

Perhaps it's a good idea to take deposits (card details) or something to display the fact you do take your business (and their appointments) seriously.

Initiate a cancellation policy and inform them verbally when making the appointment, (as well as giving them a card) with their next appointment (and your cancellation policy on the card).

I have yet to resort to confirming their appointments ( I figure they made an appointment with me, not me with them).

However, if I was to get continual cancellations and no shows, I would feel obligated to confirm them and add the cost of this service to their bill, (after all, it costs you to send a message, and it costs them to reply), when all they really have to do is be a bit more reliable.

 

[aliceellen1974]

I think some clients do think it's a "hobby", particularly when you are working from home, or a mobile technician. yes this is so true sometimes people are so suprised when i tell them i have been doing this for SIX years!

Perhaps it's a good idea to take deposits (card details) or something to display the fact you do take your business (and their appointments) seriously.

Initiate a cancellation policy and inform them verbally when making the appointment, (as well as giving them a card) with their next appointment (and your cancellation policy on the card).

I have yet to resort to confirming their appointments ( I figure they made an appointment with me, not me with them).

However, if I was to get continual cancellations and no shows, I would feel obligated to confirm them and add the cost of this service to their bill, (after all, it costs you to send a message, and it costs them to reply), when all they really have to do is be a bit more reliable.

Glad not everyone has these problems as bad as me !

 

[Missy G]

Cant believe it today, was on here this morning talking about unreliable clients, and now I ve just had a falling out with my mum over her nails.

Its my day off today,me and my daughter had a dentist app. this am,then I arrange to go over me mums to do her nails.I gets a call from her,just before Im about to leave for dentist,my sisters taking her food shopping,will be back in about two hours, so I said ok,got a few other jobs to do will come over after..I actually wanted to do her nails first and then do wot I wanted to do,anyway done what I had to do rang to see if she was at home at about 1.30,yes just got in,had littlen nagging in my ear for a mcdonalds...1/2 n hour queing upthere,by which time it as 2.00,so I phoned her and said Im gonna leave her nails today as by the time wed all had something to eat its gonna be 3 oclock,and I really didnt want to be doing them at that time of day,when originally wed arranged for 12.00....before shed arranged to go shopping.

So she starts going into one..you cant run a biz like that messing people about, I need two nails fixing...I said I was happy to come over at 12 oclock to do them , and then you decide to go shopping...your sister rearranges appointments for clients(shes a beauty therapist),..yeh not because they have to go shopping.

The thing that pees me off I charge her half price ,and yesterday she asked me for a free set as times are hard and she has been looking after my daughter over the halfterm.I said to her Im running as biz not a charity.

In the end I said go find someone else to do your nails if your not happy and slammed the phone down.It is not the right time of the month for me for for someone to start on me..if you know what I mean ..aww but she really niggled me..havent heard back from her yet.
Imao obviously I wouldnt say this to a real client.

 

[Mieke]

It's a bummer hun.
I think I would have stuck a note through the door requesting payment in full for missing appointment.
She probably wouldn't have paid but it would have made me feel better.
In future if this client re-books only let her if she pays you a deposit.

ditto

 

[MaisyMouse]

This week I have had eight no shows so far! A couple of them have been in and paid 50% but I find it really hard to get it from everyone.

Its so annoying somebody even cam in 5 minutes before her appointment and said she couldnt stay because she had to go shopping!!

I have a cancellation list but by the time you hang around waiting for them to show its too late to phone someone else!

 

[sj1973]

I think some people look at others and go "ow well they are nail/hair or skin people....not important job so ...no problem for them to cancel or not show up".....they dont realise the effort , time and money we put into our business.....and how much a phone call would have been appreciated .


We have to get tough and take depoists like Carl said,failing that,send them a text as a gentle reminder.

 

[jrobinson]

yeah, this really gets me as well. What does it take to ring and say you cant make it? I work in a salon for someone else but it is still my time and comission it is affecting, i could have fit someone else in that slot.
it really annoys me on a saturday when im prepared for a busy busy day, then i may have a few no shows and it just ruined the day.......

 

[hippy-chick]

Today my first client didn't turn up.

Now its half term, I had spent all morning dashing around getting myself, my son and an incontinent dog ready to drop off at in-laws. this was arranged at the last minute as my son had been booked into sports centre arranged day with a friend, who had decided yesterday that he didn't want to go. I had to arrange with in-laws to have my son for the day, so totally stressed before I even began.

so, back to first appointment.....this was her 2nd appointment, and I had to ring her the first time cos she had forgotten. She turned up for her appointment 20 minutes late but I charged her full, so when she didn't turn up this morning, I only waited 5 minutes before getting the receptionist to ring her.

She wouldn't come to the phone, her husband said she was going shopping.
I rang her back 5 minutes later, and her husband reluctantly put her on the phone. She said she was going to York and had forgotten her appointment so wouldn't be coming in. I told her I was charging her for her appointment which she accepted. She promised to pay the money when she came for her chirpoody appointment next week, I asked would she be re-booking, she said she would.

Now, she's messed me around twice, so I will insist on getting payment, and if she doesn't re-book, I will not be bothered, she is a waste of time.

this afternoon, my first client rang to say she was on her way. she turned up 30 minutes late, she got a 30 minute treatment and charged for 60 minutes, which she paid without comment, and has re-booked AND paid for next weeks appointment.

I make it clear to clients that I am self-employed, and that I only get paid if I get them in. Most people ASSUME that we are on a WAGE and get paid REGARDLESS. I also tell people what a journey I have had to get to the appointment, so generally only get messed about once.

I have sacked 2 clients in 2 years for messing me about, each time I have pursued them for payment and received it.

I have 2 clients that regularly FORGET appointments, so I ring them THE MORNING of the appointment. I don't bother ringing people the day before, I'm not a babysitter, they are grown up, so why should I nurse them?

Yes, we all get disheartened. We all get pissed off. so, in future, if a client messes you around, tell them that you are not to be messed about.

I have a sign up in my clinic and on my stationary and my website that missed appointments will be charged FULL PRICE.

I still do get messed about from time to time, generally from people that have not had a treatment from me, I can not then chase them for payment. BUT they get a black mark next to their name, I still make out a record card for them. I then lay down the rules when they do make their next appointment.

i am not a nasty person, but I ask people to treat me like the professional that I am.

i used to do contract work at a home for disabled people. I would turn up for appointments that they had booked me for, and they would be on their way out. I charged them, and asked them if they would go out knowing they had a doctors appointment. the look said it all. They asked me not to return, but I took what was owed me and never looked back. At the end of the day, its a 2 way contract. don't mess your clients around, then hopefully you won't be messed about.