Then vs. now: last-minute appointments

[Iyan]

Recently, I've been getting a lot of calls for last-minute appointments. I've mentioned before how much I hate doing them, even if I have the ability to. I'm rushed, I'm scattered, I can't focus, I start feeling irritated and might not be as friendly as I should be, I might not be giving a great massage... many reason why I hate them.

I know from other threads that a lot (I'd even say most) of you don't accept walk-ins or last-minute calls, but what I want to know is do you do this because you're simply too busy or like me, you're able but unwilling?

Now my second question is this: when you first started your practice (or at any point in your practice you were trying to pick up more clients), did you accept them? I need to build my practice up but don't want to have to just grit my teeth and do this. Would you advise me to be more flexible to get people in the door or is there something else I can do?

 

[Right Round]

Then vs. now: last-minute appointments

Recently, I've been getting a lot of calls for last-minute appointments. I've mentioned before how much I hate doing them, even if I have the ability to. I'm rushed, I'm scattered, I can't focus, I start feeling irritated and might not be as friendly as I should be, I might not be giving a great massage... many reason why I hate them.

I know from other threads that a lot (I'd even say most) of you don't accept walk-ins or last-minute calls, but what I want to know is do you do this because you're simply too busy or like me, you're able but unwilling?

I'm not a big fan of last minute requests either. Usually, I am too busy to accommodate them. But, when I do have the availability I still tend to hesitate to book them because these do not turn into the type of clients I want in my practice. People who plan and book ahead and get massage regularly. Instead, these people will call probably 2-3x/year, always in physical crisis (because they haven't been getting massage regularly) and need to come in RIGHT NOW! That said, I will take last minute requests from time to time circumstances permitting because despite my feelings about these situations, I really do hate turning away business. (I would LOVE to be able to charge a surcharge for same-day bookings!)

Now my second question is this: when you first started your practice (or at any point in your practice you were trying to pick up more clients), did you accept them? I need to build my practice up but don't want to have to just grit my teeth and do this. Would you advise me to be more flexible to get people in the door or is there something else I can do?

When I was first starting out (and far less busy) I accommodated EVERY reasonable request including same day appointments. At one point I had a client who wanted to come in on Friday nights at 9pm and I booked that because at that point in time every session paid a bill or bought supplies, etc. If you can wrap your head around it, I would encourage you to be more accommodating now since you're needing to build up your business - the increased cash flow now will help you get to a place professionally where you can limit your schedule to the days/times/conditions you want to work.

 

[Pompal 09.]

Then vs. now: last-minute appointments

There is no straight forward answer to this one. If times are tight, as they are now, I think we're all more inclined to accept clients when we'd prefer not to do so - scheduling wise. I'm always busy with many other obligations, from running the household as a wife & mother, in addition to my business, then there are the minor details of life when we all need to make doctors appts, etc. And of course we all prefer to be able to schedule our time around our own needs & desires, etc.

Personally I do need a certain amount of time to set up my office in advance of every appointment. As my massage space is in a separate room in our home, this isn't especially time consuming - however we don't heat it when it's not in use, unless we're concerned about freezing pipes during the winter season. So getting the room up to a comfortable temperature for a session does take up to 3 hours or more during the cold season - due in part to the cathedral ceiling. This means if I'm going to take a 9AM client, I have to get up at 6AM to get everything on - which is the normal time for getting my daughter up & out to school, so it's not an issue for those who are scheduled in advance. Very few folks are going to be calling me at that hour to request a morning appointment at 9AM! If they want an 11AM appt. & want it the same day they would have to call no later than 8AM for me to get the space warm enough.

Although my policy has always been no same day appointments, I do make exceptions to the rule for regular clients from time to time. For a new client however, if I can manage to put them into a day when I'm taking other clients it makes more sense both for my time & for the costs involved in heating up my office space, especially during the fall through winter & early spring season! Actually that's also true for the summer, as then I need to cool down the space with the A/C!

I so agree with Pete's post:

I'm not a big fan of last minute requests either. Usually, I am too busy to accommodate them. But, when I do have the availability I still tend to hesitate to book them because these do not turn into the type of clients I want in my practice. People who plan and book ahead and get massage regularly. Instead, these people will call probably 2-3x/year, always in physical crisis (because they haven't been getting massage regularly) and need to come in RIGHT NOW! That said, I will take last minute requests from time to time circumstances permitting because despite my feelings about these situations, I really do hate turning away business. (I would LOVE to be able to charge a surcharge for same-day bookings!)

 

[jiggles]

Then vs. now: last-minute appointments

When I was first starting out (and far less busy) I accommodated EVERY reasonable request including same day appointments. At one point I had a client who wanted to come in on Friday nights at 9pm and I booked that because at that point in time every session paid a bill or bought supplies, etc. If you can wrap your head around it, I would encourage you to be more accommodating now since you're needing to build up your business - the increased cash flow now will help you get to a place professionally where you can limit your schedule to the days/times/conditions you want to work.

t023

 

[Janice]

Then vs. now: last-minute appointments

When I first opened my own office I made myself open 7 days. And I took same day. But I needed to make money and I only had a handful of clients.

Now 2 years latter i have a client list of 300+ and I really don't have the time for same days request and I am just working 4 days a week and I sub lease my office the other 3 days. I find people who want a same day are still willing to wait the 2 weeks to book with me.

 

[elfreda]

Then vs. now: last-minute appointments

I've never scheduled same day appointments with new clients. Potential clients, who find me on the internet, want a massage in an hour or two and won't wait till the next day. I will only schedule new, cold call clients during a yoga class. Potential clients, who were referred by someone I know, will schedule in advance for an appointment that fits both our schedules.

As far as regular clients or returning clients, who I see at the yoga studio, I don't mind scheduling last minute if I have an opening and am already at the yoga studio or going to be in the area.

For home clients, I've only had one who would try to book an evening appointment in the late afternoon. This client refuses to plan. If I'm tired, I'll tell her no. If I have an early morning appointment, I'll say no. I've said no to her several times. I'll tell her the evenings I am free and the time limit to contact me if she wants any of those openings.

 

[Lauralie]

Then vs. now: last-minute appointments

I'm an employee at a healthclub, and I have to say probably 40-50% of my appointments are scheduled the day of, and about 1/4 of those are people who decide "Hey, while I'm here, why not get a massage" or are people who have come to work out but decide that maybe they need a massage instead. I've even had personal trainers send people for a massage after/instead of their sessions because they feel their client would benefit.

I guess because I've worked like this for the last 5+ years, I just feel like if someone pops up and wants a massage, I just roll with it and go for it. Issues with clients are rare, and while it would be nice to have more people planning ahead, management likes the idea that if someone decides on the spur of the moment that they want a service, we should be able to accommodate them. I can see how this would be inconvenient for people who own their own businesses or IC's who are planning other things with their time around appointments, but as a full time employee I need to maintain a certain number of hours to keep my benefits, so I'm there anyway - why not?

 

[Andrea H]

Then vs. now: last-minute appointments

Thank you all for your input. There are a lot of other ideas rolling around in my noggin to generate income too. Lots to think about :shock:

 

[The Beckster]

Then vs. now: last-minute appointments

I have made it a practice not to accept NEW clients booking same day. If it is a regular client I will go out of my way to squeeze them in. Most clients looking for an immediate appointment are going anywhere they can find an availability. They don't care who the therapist is providing the treatment.