Fundraiser Gift Certificates & Late Cancellations

[dayum_rght]

I rarely have cancellations (knock on wood), but last week I had someone call AT her appointment time, saying she was running late (she was 45 minutes away). I rescheduled her, understanding that traffic during rush hour can sometimes be a nightmare. She had a gift certificate I had donated to a fundraiser. Just now someone cancelled their appointment for this evening (5 hours prior to the scheduled appointment). Another fundraiser gift certificate. I do have a 24 hour cancellation policy in place, but these are new clients who have not signed anything... though, the information is on the website.

How would you guys handle these last minute cancellations with donated gift certificates and new clients? My schedule has been so busy lately and these were both spots someone else would LOVE, LOVE, LOVE to have.

Thanks in advance.

 

[TDWP]

Since you have already had contact with these two, you probably can't do much with them, but in the future you could put some small print on the cert. that says something like "subject to cancellation policy" or some such. t102

Great to hear that you are that busy, though!!!!

 

[fadekemi]

Ugh. It actually is on the gift certificate, too. I didn't think about that!

 

[Newts Man]

oh that's tough (and really annoying). i donate g/c's too and i sometimes think i shouldn't however, it's really been great at times. i have definitely cut back though because you do take a risk with just whoever getting it. one thing that i do is (and maybe it will help you) only donate to an event that is going to be an auction. i did notice that when i quit donating to "raffle events" my donated massages were bringing me clientele. i think why that helped was because people who actually wanted the massage were bidding on it as opposed to any someone just lucky enough to win it. they don't seem as appreciative about it. does that make sense?

i know it doesn't help you with your current situation but maybe something to think about in the future. good luck with this one....

 

[Gavin]

When the donated gift cert people booked, did you know in advance? It couldn't hurt to mention your cancellation policy to them at the time they book. Then if they cancel on you, you know that they know the "rules."

 

[Pompal 09.]

The cancellation policy is on the website, as well as the gift certificate. My scheduling is done online about 95% of the time.

 

[dfsadfagdagda]

When they cancel, I would ask them if they noticed the cancellation policy on the website. Then I would remind them of that policy, and allow them to re-book one more time, letting them know that if they cancel again with less than 24 hours notice, the gift certificate is forfeit.

 

[iGo Hard!]

Your website says Gift certificates will be forfeited for late cancellations and no shows I'd change that to Gift certificates will be forfeited for cancellations with less than 24hr notice or no shows and have that on the gift certificate. Of if you want to soften it a bit to Gift certificates MAY be forfeited for cancellations with less than 24hr notice or no shows You say normal appointments are 24hr cancellations, but gift certificates are late cancellations, you've got to make it REALLY REALLY clear what you mean by late.


I like the terab's idea to only donate to auction type events - makes sense why they would value it more

 

[Rooster]

Thanks for the input Melb... I forget that you have to be perfectly clear about every little thing, it's not something I am very good at. I will change the wording asap.

Also, I do only donate to auction events. I've only done a raffle in my practice.

 

[Aarif Ameen]

On my gift certificate, I print at the bottom.
(Same day canellations will void this certificate)
Has worked great!

 

[doradoe]

well, she did it to me again. arrgh. you know that saying... once burned, shame on you. twice burned, shame on me. we'll see how it goes (telling her it's now void).