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

[hippy-chick]

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 had 1 client not turn up, I rang her, she was in a playbarn, she was like "yeh I've not turned up for my appointment, I'm in a playbarn". I gritted my teeth and we agreed on another appointment same time following week.

The next week she rang 5 minutes BEFORE the appointment and said she wasn't going to make it. (no apology).

I billed her stating the facts above.
She sent me the money but said she had infact cancelled the last appointment (yeh, 5 minutes before love) and with that in mind, wouldn't be making anymore appointments.

didn't like to tell her that I had already thrown her record card in the bin!

 

[redsadie]

I usually text people the night before, bit of a pain in the butt,but just to double check.

Hiya

Just looked in on this thread and haven't read through all of the posts but I have to say I agree that more people seem to be not turning up, or being there, without letting you know (not just nails - I wouldn't know I haven't started my training.....yet :wink2:.

To kind of re-iterate what Debbie said, my new dentist actually phones his clients the day before to 'gently' remind them that they have an appointment. It does work and he doesn't get his receptionist to do it either, I had a message on my answer machine from the man himself which I think lends itself to the personal touch he's trying to market. I have to say I did actually remember that I had an appointment the next day anyway because it was my very first with him.

I have to say I'm glad he does this because usually unless I have things written backwards on my forehead, or I remember to put it in my diary on my phone straightaway, I'm pretty scatty :sad:. I don't mean to miss things but I think my mind just concentrates on what's happening right here, right now and kind of discards everything else. It's either that or I double book myself

Sometimes I think it's this that this happens with people, maybe I just like to think the best of people? But I always ring if I have missed something, I would never text, I think that's just rude.

Just my twopenneth

Sarah. xx

 

[redsadie]

Just to say I just read the last two posts by Hippy chick and I totally agree this is the way to go. We need a bit of backbone if (we) are to be taken seriously as the professionals that (we) are.

N.B I put 'we' in brackets because I'm not a 'we' yet but will be soon!

 

[karentriff]

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.

I would give anything in the world to be able to talk to my mum on the phone, and it would be the biggest thrill ever to do her nails. Please call your mum and make amends. I would have done my mum's nails for free. We only have one mum and they aren't here for ever.
Cheers

 

[lizzie27]

i'm quite lucky in my salon i rarely get no shows, but i do get annoyed with my 'loyal clients' thinking they can ring very short notice to let me down...its prob worse as theres no time to fill the gap. When you become really friendly with clients they become more aloof.....(not all of them tho) xx

 

[hippy-chick]

I don't agree with getting over familiar with the clients. I provide a service for them, I dont want the margins blurred.
I remember things that they have told me and ask about it at the next appointment, ie how did your trip go?, and then its down to business.

Most of my clients are brilliant, but its training them on how to behave. I think we have to set the rules so they know exactly where they are with us.

I am finding it more difficult to start this at the hairdressers as the hairdresses take my appointments for me, I do voice my extreme disappointment to them if someone has cancelled without due warning. When they come in for their next appointment I do start with a comment about it. If a client has given ample warning I also start with a comment, but with a thank you, "thanks ever so much for giving plenty of warning when you re-scheduled your appointment, I really appreciate it".

 

[weezie]

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

That's nice of you to say but trust me I have been as anxious as the next person doing these things. So far sacking a client who I thought was trying to take advantage was the hardest thing I have done, but you just have to just be firm with yourself!

Once you have done these things it is such a relief and you think why didn't I do this earlier! You find the world hasn't imploded on you and in the greater scheme of things it's not worth stressing about something unless you can change it and if you can, then you should! I just tell myself to step away from the emotions of a situation and look at it from a business perspective, which obviously isn't easy when you are so involved in something, living and breathing it.

It is hard running your own business as you hold all responsibility and have no one to turn to but yourself, that's why the salongeek is so popular as it is like having thousands of work colleagues!

If we want to be taken seriously as freelance therapists we must first take ourselves seriously.:hug:

 

[weezie]

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

You don't need to really word a long letter just send a simple printed invoice, preferably on your company's letter headed paper saying:

Due to your missed appointment on the "insert date" it has been necessary for me to invoice you for 50% of the treatment cost due to my loss of business and therefore income during your appointment time.


Fee for missed appointment on "insert date" £****

Payment can be made by cheque.

Thank you for your understanding, if you have any queries please contact "insert name" at "insert contact details"

Kind Regards

"insert name"

Another option would be as Nail Zoo suggested add it onto their next bill. Just make sure you made them aware of this charge to start off with.

If they don't pay up then don't book them in again.:hug:

Like I said this only happened to me once and she paid me as she understood. x

 

[hippy-chick]

Weezie,
have you thought about writing an article for us on geek?

 

[weezie]

Weezie,
have you thought about writing an article for us on geek?

I haven't no, but I might. Thanks Hippy-Chick :hug:

 

[EllaX]

i had a client send me to a half built house last monday - i got to the address she gave me and was greeted by a building site - rung the number she gave me up to tell her that i was at her house but it looked a bit unfinished - and low and behold the number she gave me got me through to the local paper.

The words time and waster spring to mind.

Had a few this week - had a lady provisionally book two appointments (then was going to let me know at a later day which she wanted) never heard from her so i filled them with someone else - she rung 1 hour before to cancel both appointments and she will ring me when she wants them doing again.

Won't hear from her again.

I really like the idea of posting a card through letterboxes (bit like the post office do when ur not in to receive a parcel) to say you have been and they haven't been in - cos it always happens once in a while you go round and no one is in - only thing is how many people will actually pay up?? Cos i'm guessing not very many xxxx

 

[worthit]

I really like the idea of posting a card through letterboxes (bit like the post office do when ur not in to receive a parcel) to say you have been and they haven't been in - cos it always happens once in a while you go round and no one is in - only thing is how many people will actually pay up?? Cos i'm guessing not very many xxxx

I totally agree with this I'm thinking that not that many will actually pay:irked: it is really annoying though

Kate xx

 

[worthit]

You don't need to really word a long letter just send a simple printed invoice, preferably on your company's letter headed paper saying:

Due to your missed appointment on the "insert date" it has been necessary for me to invoice you for 50% of the treatment cost due to my loss of business and therefore income during your appointment time.


Fee for missed appointment on "insert date" £****

Payment can be made by cheque.

Thank you for your understanding, if you have any queries please contact "insert name" at "insert contact details"

Kind Regards

"insert name"

Another option would be as Nail Zoo suggested add it onto their next bill. Just make sure you made them aware of this charge to start off with.

If they don't pay up then don't book them in again.:hug:

Like I said this only happened to me once and she paid me as she understood. x

Thanks for this I will definitley give it a try still not convinced it will work though.

Kate xxx