New client - no shows

[rabcnesbit]

I have my policies carefully displayed on my website and in my massage room. I have the client check off on each policy prior to the first massage. But what happens when the client no-shows right from the beginning?

I had a kid (only a kid since he sounded younger than me) schedule an appointment for his pregnant girlfriend. He scheduled it by email (called once) and I confirmed everything in the end. I told him about my policies and that was that.
Yesterday the appointment time came and went. No show - no call - no email, still.
I really don't take kindly to people who do that - so I am not interested in pursuing any contact with him, if in fact he was just being rude. I have learned not to be desperate for appointments, but would be interested in what excuse he has. Hopefully nothing bad happened.

The policies are easily enforced once the client has come to see you and you have all their information, but what do you do in the event that they no show or late cancel and you haven't even met them yet? They haven't signed off on the policies.

Do you just shrug it off and allow them to schedule again?
Do you make them aware that if they want to schedule with you again - they have a balance to pay first?
Do you turn the business away to avoid a repeat?
Has anyone had any success with billing someone for a first time no show?

 

[Nikolai]

I usually just let it slide, usually lets me do a bit of extra cleaning/sorting/whatever after 15 min waiting around.... Trying to chase it up is difficult without full details. Who do you chase, him or the girlfriend that missed the appointment? Who was paying for the appointment?

This is a bit similar to an earlier thread about people making appointments for their spouse and not showing. http://www.massageplanet.com/forum/viewtopic.php?t=1561 The girlfriend might've freaked out about the idea, since he was making an appointment for her. Maybe he'd only given her the address and no contact number and something happened? Pregnant >> hormones >> memory can be a bit lax

Did you get her contact details? If I had someone booking a first appointment for their girlfriend, I'd suggest they purchase a gift certificate, and let the girlfriend organise a good time.

I'm amazed at how many enquiries I get from people saying "I'm coming to Sydney for a friend's birthday and I'd like to book an appointment for her on that day as a surprise". I ALWAYS say "how about a gift certificate?" How many people on their birthday want to take out 2 or 3 hours to go have a massage unexpectedly? Most would have some other things organised for the day, and 2 or 3 hours is just too hard to spring on someone (I'm saying 2 or 3 hours including travel time) I even try and talk people out of home visits on the birthday, the only time I will do it is when they say something like "I'm cooking a big meal and it would let him relax while I was cooking"

 

[adthepie]

Thanks Melb. That does get me thinking in a different direction.

I like the idea of not taking appointments made for someone from someone else. Especially from someone I don't know.

I never thought to turn them in the Gift certificate direction - but that makes sense!

It was supposed to be a surprise for her - so who knows what the deal was. :roll:

 

[ladystang]

I usually let it slide if its their first time and if they reschedule and no show again I will not take them if they try to R/S for a third time. Of course once they do come in the intake form states this policy and they have to sign that they are aware of the policy.

 

[James Zaworski]

Hey what about Credit cards do you take them?? If so, how about taking a # over the phone for security and let them know what your policy is and if they no show that their card will be charged 50% of the total? Sounds harsh but it does make them less likely to no show and if they aren't up to giving the # then approach them with the GC thing!! This is what I do!