What do you do with cancellations and no shows?

[xfire_2]

Someone booked 2 hrs on Tuesday for Thursday at 4pm, and called on Wed at 11am to cancel.

I am really good and rather famous so I seldom get these and am not sure how to handle it. My web page says there is 24 hr cancellation policy.

What would you tell her?

Also, this week there was one no-show, which happens about once per year, if that much. It was a military wife. The last time it was a military guy who called at 9am for 4pm appointment and didn't show up. Both no shows messed up my schedule and also needs of other clients.

So, what do you tell no-shows?

Hm, to think of it, this is the second military wife canceling in the last minute in the last 6 months. They meet me at the farmer's market where I do chair massage, and I suppose they think I am some little fluffy chick. The first one rescheduled once, then second time called me 15 mins before her appointment to tell me that she was in the car shop on another side of town all day long and is just leaving the shop. I told her that she should have called me earlier and that from now on she can see me only at the walk-in market.

The second one I called back and told her that it is very inconsiderate that she didn't even call, and that from now on I will require deposits ahead of time for all military related customers, because unfortunately they are the ones who have no respect for the local community and just skip their appointments disregarding the schedule of me and needs of other clients who need sessions.

Seems like they need Miss Manners. I also need to provide them Miss Manners, the question is how do I protect myself.

 

[72 mg]

What do you do with cancellations and no shows?

Someone booked 2 hrs on Tuesday for Thursday at 4pm, and called on Wed at 11am to cancel.

I am really good and rather famous so I seldom get these and am not sure how to handle it. My web page says there is 24 hr cancellation policy.

What would you tell her?

Nothing. She called well outside of your 24 cancellation window. Since you are really good and rather famous, 24 hours should be plenty of time to fill the slot from your wait list. If you wish to tell her something, an appropriate and mannerly response would be: "Thank you very much, I'm sorry you can't make it. I appreciate the advance notice."

 

[PICKLES]

What do you do with cancellations and no shows?

I wouldn't say anything either. It was within the 24 hours, like everyone else mentioned.

Why do you say, "I suppose they think I am some little fluffy chick"? The client may have indeed had car issues... after all, that's what you were told. Why assume something negative about yourself or how they percieve you?

Do you notice a problem with most "military" personell or family -- or is it just these few?

Personally, I don't get many "no shows" and when I do, I take it as a sign that I have something else that should be done and get to "doing it". If it happens more than one or two times with the same client, I no longer schedule that client.

 

[Zachary]

What do you do with cancellations and no shows?

We post our cancelation policy online, plus they get a confirmation email of their appointment that states their appointment, and if they need to cancel to kindly give 24 hours or more notice. They get a reminder phone call the day before their appointment. Sometimes life happens, and they can't come in. We keep a cancellation list next to the phone for anyone who may have wanted that appointment. Most times someone calls in to fill it, but sometimes, they do not. Part of the game. Even when a client has to cancel at the last minute and offers to pay the cancellation fee, we usually "waive the fee". In truth, our cancellation policy is only used when we want to fire a client.

 

[XRatedMisfit]

What do you do with cancellations and no shows?

Someone booked 2 hrs on Tuesday for Thursday at 4pm, and called on Wed at 11am to cancel.

I am really good and rather famous so I seldom get these and am not sure how to handle it. My web page says there is 24 hr cancellation policy.

What would you tell her?

Nothing. She called well outside of your 24 cancellation window. Since you are really good and rather famous, 24 hours should be plenty of time to fill the slot from your wait list. If you wish to tell her something, an appropriate and mannerly response would be: "Thank you very much, I'm sorry you can't make it. I appreciate the advance notice."

I agree with Breathe - the client gave you 29 hours notice...what's the problem?

I ditto Breathe and Pete. Plenty of advance notice. I tend to see these cancellations as a "snow day" event- and try to get some much needed stuff completed... Or, to be honest, just kick back and relax for that 60 to 90 minutes off!

 

[shann]

What do you do with cancellations and no shows?

Someone booked 2 hrs on Tuesday for Thursday at 4pm, and called on Wed at 11am to cancel.

I am really good and rather famous so I seldom get these and am not sure how to handle it. My web page says there is 24 hr cancellation policy.

What would you tell her?

Nothing. She called well outside of your 24 cancellation window. Since you are really good and rather famous, 24 hours should be plenty of time to fill the slot from your wait list. If you wish to tell her something, an appropriate and mannerly response would be: "Thank you very much, I'm sorry you can't make it. I appreciate the advance notice."

I laughed at this response. I tasted some sarcasm, haha

about being famous and really good, waiting list, yada yada,