Dealing with a no-show come-back client

[Pompal 09.]

Last August I booked a heavily-accented male client who never showed up for the appointment. I called him to inquire whether he was "running late" or was caught up in an emergency. He gave me the run-around, said he was on his way just stuck at work for a few minutes. O.K. So I call him 15 minutes later, about the time it would have taken him to arrive, he said he'd had a bicycle accident (it was raining!), and was having trouble with his legs and he wanted to keep the appointment. I explained to him that it was now a full 45 minutes past his original appointment I could still see him if he arrived in 10 minutes (I had a lot of open appointments that day). The guy never showed. So he's on my list of "people not to book." Then the massage therapist in my clinic complained in February about someone not showing, not returning phone calls, etc... She showed me her book and it was the same guy! So he REALLY belonged on that list.Now here's the kicker - he calls me yesterday and I didn't recognize his name or voice until after we hung-up! I have him booked for today but I really doubt he'll show. How on earth do I handle this? I don't know if it's a language barrier (why would the guy re-book???), or what. I have a 24-hour cancellation policy, which I tell all my new clients about (and told him on the phone yesterday). But all I have is his cell number and no way to bill him if he doesn't show up AGAIN. My husband is suggesting that I call him this morning to confirm his appointment and ask for his address. I'm not so sure that's a good idea.Any help here would be great! I have a 1.5 hour gap between his appointment and my next client and I am really not looking forward to killing time and trying to track him down on the phone again.

 

[Dien]

Dealing with a no-show come-back client

Since you already have him down in your books, the best/ethical thing to do would be to keep him down in the available time. Maybe if someone else calls you to book, tell them you're booked up, but you may have an opening at ___ time if your client has to cancel, or they can schedule for tomorrow. That way you'll be able to fill the slot if the person doesn't show up within about 15 minutes. Worth a shot maybe? I guess it would depend on how fast they can get there. Maybe at least offer a 30-minute massage if you can't fit in an hour for the 'replacement' client?

 

[912project.com]

If the guy doesn't show again, call him and tell him you need his address so you can bill him for the missed time.  He probably won't give it to you, but at least you'd think he wouldn't bother to call and book with you again.

 

[Ms. Skellington :)]

Dealing with a no-show come-back client

If the guy doesn't show again, call him and tell him you need his address so you can bill him for the missed time.  He probably won't give it to you, but at least you'd think he wouldn't bother to call and book with you again.

Now that's an interesting idea! I just might do that! Thanks.

 

[W Y]

You're welcome....let us know what happens!  (I hope he shows this time)

 

[jonathan.moreno14]

Dealing with a no-show come-back client

i agree i caall let him know your billing him for the missed a appointment.

 

[josho]

You said you have 1.5 hours between his slot and your next appointment? How about booking someone an hour before your next appointment. That way, if he doesn't show, you've only lost half an hour. If he does show, he gets a 30 minute appointment with an apology like this:"I'm sorry, I can only give you a 30 minute massage today. We noticed that you have a history of not showing up for appointments and it was a full day, so we had to schedule someone else at ______."You could charge 3/4 of your regular hour massage for his 1/3 an hour massage (unless you have prices posted differently), and if he doesn't show again, I really like knead-u's idea of calling for his address so you can send a bill.In the future, you could tell him you have to have prepayment before he books an appointment. If he doesn't show, what the heck, you have the money anyway. We had a guy that comes into the clinic and has a history of missing appointments. So the clinic supervisor made him buy a package of 5 massages (they get 5 for the price of 4) before he was allowed to schedule another appointment. He didn't seem to mind especially since the benefit of the 'free' massage was pointed out. Our clinic keeps the pre-paid massage cards in the office. When clients who have a prepaid card come in, they get their card punched. If they don't show or don't give us at least 24 hours notice, they get their card punched.  I don't think this particular guy has been a no show since he bought his pre-paid card.

 

[brad p]

I'm interested to know if he showed up for his appointment or not...inquiring minds you know.I like your husband's idea of a confirmation phone call and request for his address.  If he no-shows again I would call back and state that he has no-showed for his appointments on three occasions, your clinic policy is to charge $xx amount per no-show and he will be receiving a bill for those appointments.  Additionally, you will no longer accept appointments from him until he pays that balance.  After the balance is paid in full you will only accept appts from him when he pays in advance for his session time -- via a cc over the phone.As for showing up late and wanting his full time -- I don't think it is worthwhile to mullify these types of clients.  You can offer to work if you have the time but that he must prepay the session and there is an additional charge for missing his original appt time.  Hopefully he will remit payment and never call back.

 

[Elii [ucansuckkit]]

Dealing with a no-show come-back client

Dragonflies wrote: " How on earth do I handle this?"How about calling his cell phone and saying "I'm sorry. I can't make your appointment. I got into a bicycle accident" Okay, seriously, what happened? Did he show?

 

[MikeyKid!5]

So, he was a no-show and won't answer his cell phone. :-( At first I was really upset but after I calmed down I left him a very cheery and polite voicemail: "Hi ****, it's **** from *******, it is 3:30 pm and I am aware that you were unable to make your 2:00 pm appointment today on April 6th. I am reminding you of my 24 hour cancellation policy and need you to call me back with your home address so I can send you a bill for today's appointment. When you call back we can set up another appointment for you. Sorry you missed today's appointment, I'm sure you were needing it. Again, my number is *****"My husband is offering to pose as my "collections agent" if he does not return my phone call by the end of the week. I don't want to harrass the guy, but if he gets the idea that he can't continue doing this to people without some repercussions maybe I'll be creating some good karma for other therapists in my area. I doubt I'll ever have him as a client.Did I handle this okay? Do you think I have the right attitude? I am dissapointed, but I expected him to NOT show. Is it right of me to continue calling him until I get ahold of him?  I mean the guy has flaked out for three appointments that I know of, how many other therapists has he done this to?Thanks so much for your advice!

 

[Smoking Gun]

Dealing with a no-show come-back client

How about booking someone an hour before your next appointment. That way, if he doesn't show, you've only lost half an hour. If he does show, he gets a 30 minute appointment with an apology like this:

"I'm sorry, I can only give you a 30 minute massage today. We noticed that you have a history of not showing up for appointments and it was a full day, so we had to schedule someone else at ______."

This isn't really ethical.  If we make an appointment, we have an obligation to keep that time slot open for the client.  I see your point but it really isn't OK to "discipline" them without their consent.

 

[john m]

I agree that you should just move on.  The guy obviously isn't going to call you back.  I wonder if he had any intention of making the appointment at all or just gets some sort of kick out of making appointments and not showing up.  There are some very odd people in the world!I think the message you left gets your point across that you do remember that he has done this to you before and you will no longer tolerate it.  While it is nice of you to want to save other therapists from the same fate, it's probably not going to happen.  I'm sure the guy knows that this is unacceptable behavior and will do it again to someone else.

 

[Ethiopian ruler]

Honestly, I would make sure to have him on the list to NEVER book again, and the list should be where the other therapists can see it so they don't book him either, since he is just wasting your time.Also, I would make sure that you get more intake information with first time appointments.  Actually ask them more info when they call up, so just create a form so that you know what you need to ask, and let them know of your no-show policy right then and there that they will receive a bill if they don't show up.  That way you don't have to call them up later and ask especially if they know you are going to send a bill.  I know I wouldn't give you my address if you put it like that!  It just makes life easier.  If they won't give you the info, then you don't book them and you won't have to wait for them to not show up, it is simple as that.  Or if you take credit cards, ask them for that info as well to pre-charge them for their appointment, and that way you are covered already, unless they stop payment on the charge and that will cause you other problems.  Once they come in, make sure that they sign a waver that they are aware of your policy and that will be done in the future.  That way they can't say later down the road that you stole from them for lack of service.Just my 2 cents... and from experience dealing with the physical therapy field... and the crap I have to put up with at the gym I work for.

 

[Pompal 09.]

Dealing with a no-show come-back client

Hey, Dragonflies, did he ever call you back? I know... 2005... but, I'm going through some old threads.

 

[MissNewmarketSalsa]

Dealing with a no-show come-back client

Hey, Dragonflies, did he ever call you back? I know... 2005... but, I'm going through some old threads.

I love going through old threads! :grin: