Laura, First, I feel your pain!! And so do most of us. It seems when this happens, it is always clustered in the same weeks. A few things-- if she called you from her cell, and she did not clear her log, you would be in there still. I have told all my clients and it is on my menu that I will charge for the missed appointment. Even though I have this "rule," I do not enforce it. Why not? Because I will likely lose the client over it. It is not worth losing the client over. I only let them do this once to me. Then they get a reminder call EACH and EVERY appointment. It is usually my $100 and more $$$ appointments that do it. These people do not care about our time or loss of income. The late ones are the same way. I always say, "oh, I was just getting ready to call you." Happened the other night. She was ten minutes late for a brazilian. She said, "I did not realize I was that late. My watch says...." I told her I go by KYW time. Geezus!!! I have been getting new clients too! Good for you. Their first appointment is when I explain it all to them. They need to know about being on time, give me a days notice for cancellations. I run on time and they will lose out on polish or whatever if I have my next one in on time. Two weeks ago I insisted that my noon be on time since she is forever late. Of course she was late and I had a facial at one with a client who is always on time. I made sure to tell this chickie that. Well what do you know??? She was late again. I told her I STOP when my next one arrives. OMG-- my 1 was then late!!!!!!! Of course Little Miss Tardy had to comment. Anyway, over time, I have learned to put those people last in my book. They all get calls now if they do it to me once. Do not let it get you down. I know it is hard, but it is not worth the aggravation. I look forward to seeing some other suggestions! Buenos dias, Lynnette Sent via BlackBerry from T-Mobile
-----Original Message----- From: "Laura Merzetti" <la...@scratchmyback.ca> Date: Mon, 19 Oct 2009 14:26:48 To: <nailtech@googlegroups.com> Subject: NailTech:: Need help with no shows and last minute cancellations! Nail friends, I need some help! Lately I've been experiencing a very high rate of no shows and last minute cancellations. I'm also experiencing a high rate of new clients and referrals and it is these people who are doing this, not my regulars. I need a script, something to let them know that no shows and last minute cancellations will not be tolerated. I really don't want to take the step of asking for Visa numbers on the phone to hold their appointments but I am getting very close to that. I am just asking them to treat their appointments seriously, that's all. I just had one. New client - called her home number and her husband answered and said she tried to get hold of me but forgot my number. She tried to get hold of the person who referred her to get my number but wasn't able to. Whatever. It's not like I can tell them not to forget my number, can I. I am getting really tired of it though. Not to mention it affects my bottom line. Any ideas?? Laura Merzetti Scratch My Back Nail Studio Ajax Ontario Canada --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "NailTech" group. To post to this group, send email to nailtech@googlegroups.com To unsubscribe from this group, send email to nailtech+unsubscr...@googlegroups.com For more options, visit this group at http://groups.google.com/group/nailtech?hl=en -~----------~----~----~----~------~----~------~--~---
