The Client No Show Rant Thread!

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The Client No Show Rant Thread!

Postby Spock on Sat Mar 01, 2008 2:36 pm

A place to let it all out my brothers and sisters.... LOL :lol:

Okay, had a client I have not seen in about 2 years. One of those people who doesn't take time for self care, kids, McMansion, hubby, dog, crazy schedule, etc etc.

She emailed and asked for a session within 2 days, and I don't have anything open until next week. She cannot make it next week due to vacation. So I squuueeezed her in on Friday afternoon. We confirmed the day before. Her appointment time comes and goes, no client. I called and left a message letting her know the time and that i was waiting for her and that I hoped she was okay. 2 hours later I got a very apologetic call that she was at another appointment in another town and knew she would be late to her appointment with me (very tightly scheduled due to being fully booked and her needing it that day I might add) and she was not able to make it.
:roll:

It gave me time to go get cat food at least! :P
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Postby AnastasiaB on Sat Mar 01, 2008 4:47 pm

:banghead: :smt076 :smt074 :smt101

Ya gotta love 'em cuz ya ain't allowed to hunt 'em down and punch their lights out!

Man, I really understand how really "not thrilled" you must have been. My first, last, and only instinct would be to NEVER let that person near my book ever again......... had it happen just recently, and, that person will never, I don't care if God herself calls to make the appointment, get a slot on my calendar again.

Like I sez, "ya cain't kill 'em cuz prison ain't no fun!"
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The Client No Show Rant Thread

Postby Rubmyster on Sat Mar 01, 2008 5:03 pm

Owww, :cry: :x
Yuk, I hate that when it happens. I have found out lately that when someone calls to book who has been a ghost client or very sporadic or I just have a feeling that they won't show, they don't come :roll: :shock:
I feel for you.
What I've decided to do is listen to my intuition and not schedule them when my schedule is tight or they're in distress. After 20 years, I'd like to have a say in my schedule.
I hope this person pays for the missed visit and goes to the bottom of your appointment book.

By the way, let's here more about no-shows, I like the venting.
Cheers,
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Postby shivashiva on Sat Mar 01, 2008 6:06 pm

Spa I work at: doesn't take credit card numbers
1pm appointment: shows up at 1:45 saying, "We had a 1:30 appointment, can we still get in?" (couples massage)

UM. No. We're booked solid all day.

Me: Fumes quietly while considering if I should say I will not do a massage if a credit card # hasn't been taken (this doesn't happen that infrequently)

URG.
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Postby Spock on Sat Mar 01, 2008 6:46 pm

Dang, are you sure you didn't work at my old spa? Same here.

TESTIFY MY BRETHREN! :lol:
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Postby shivashiva on Sat Mar 01, 2008 6:50 pm

Spock wrote:TESTIFY MY BRETHREN! :lol:


LOVE IT. :biglaugh:
Shiva
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Postby maestra on Sat Mar 01, 2008 10:33 pm

Yes Shiva, I used to work at a place like that too, which would not take CC # to hold the appointment.
The owners of the salon felt since we live in a tourist area that clients should be able to re-evaluate their spending... oops, we spent too much on dinner last night. That's ok we'll just no show on our massage appointment and thus "cut back"... :roll:
A phone call would have been nice though. *sigh*

Amen!
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Postby Seebs on Sun Mar 02, 2008 4:23 pm

maestra wrote:The owners of the salon felt since we live in a tourist area that clients should be able to re-evaluate their spending... oops, we spent too much on dinner last night. That's ok we'll just no show on our massage appointment and thus "cut back"... :roll:


That seems like MORE of a reason to hold people responsible for their commitments, not less! Maybe make the cancellation policy 12 hours, maybe 3 hours, if the salon owner wants to be flexible to those flighty, fickle tourists, but sheesh! Knowing that people who are just passing through are unpredictable would seem to be an indicator that you should either take walk-ins only, or expect people to honor their appointments else charge 'em. If these people are on vacation chances are they can afford a massage, and if they overspend and can't stretch funds, then yes, a phone could would be "nice." I'd say mandatory. :twisted: I'm sorry you have to put up with that. [Friendly pat for you.]
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Postby Spock on Sun Mar 02, 2008 6:34 pm

I worked in a place like that too. Never took CC info despite my asking them to do so and wanting to be paid for my time for showing up as an IC.

One day a wedding party booked the entire place and never showed up. It was a Saturday too and no one had work, facialists, MT's, hairstylists and manicurists. They still wouldn't do it, saying it was rude to ask for it.

Working there was one dysfunctional family picnic.
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Postby cabwy on Mon Mar 03, 2008 6:51 am

Oohh,,, my favorite is the one that cancels frequently and gives like 2-3 hours notice and gives a long stream of drama as to why she can't make it. Then finishes up with:
" I wanted to call and at least give you some time to get someone else for that time slot"
Gee thanks, now I have less than 3 hours to fill that slot???
In other words, surely you don't expect me to pay for the cancelled appointment, right???
Oh! Or a friend who cancelled frequently on short notice, and since she was a "friend" I never imposed my cancellation fee onto her. Then she "lectures" me on how I should have clear cut poilices for cancellations, when I informed her that I did but didn't want to impose them on a friendship, do you think she stepped up and offered to pay?
Of course not!! LOL,,, I finally got up the nerve to "fire" her.
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Postby Anastasia on Mon Mar 03, 2008 2:48 pm

Spock wrote:One day a wedding party booked the entire place and never showed up. It was a Saturday too and no one had work, facialists, MT's, hairstylists and manicurists. They still wouldn't do it, saying it was rude to ask for it.



I HATE working with groups. In my experience, it's like herding cats. I stopped advertising bridal parties altogether although we can accomodate 7-8 ppl. They book, then they decrease the number of people up until the last moment, then they want a shorter massage, then someone always wants a pedicure at the last moment (which we don't do), they are late, someone is always "on her way" 15 minutes after the entire party arrived, someone is lost, they all have to go potty except for 1 person who waits until everybody else went, it takes them forever to get dressed and come out of their rooms. Takes twice as long as regular massage!

I used to give them a special group rate but now I feel if I ever do a party again I would charge them more, not less.

I also started taking credit card numbers and I tell them they will be charged 100% if they cancel late or fewer people come in. I had to do it once - the maid of honor decided she didn't want a massage 2 hours before their appointment!
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Postby jyoti on Mon Mar 03, 2008 6:38 pm

shivashiva wrote:Spa I work at: doesn't take credit card numbers
1pm appointment: shows up at 1:45 saying, "We had a 1:30 appointment, can we still get in?" (couples massage)

UM. No. We're booked solid all day.

Me: Fumes quietly while considering if I should say I will not do a massage if a credit card # hasn't been taken (this doesn't happen that infrequently)

URG.


<Giggles empathetically> Been there, done that, sister :) It seems that The Flaky Factor rears its head much more often with couples--it got so bad that we actually stopped doing couples' massage for this reason. Too bad, too, cuz it was fun when they DID happen, but too many ppl made same-day cancellations, and this was pre-credit card...

...Which brings me to my next point...we DO reserve all appts with credit card, and we're not even a spa--we're sole practitioners. So while we feel badly that it has come to that, the fact is that it has, and we're simply responding to the frustration similar to yours that we feel when ppl don't show. It's simply not fair to us or the other ppl who really could've used that spot too. :( So, don't feel bad about deciding to bring it up. Hopefully the spa will see the light. :)

Hugs,
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Postby YoIdaho on Tue Mar 04, 2008 6:41 pm

Hey all my first post...found the site looking for feedback on price increase.
In regard to this thread, I charge for No Show's and last minute cancellation (unless it's a really good reason).

For the most part my clients respect my decision and pay…
had a few get their panties in a wad, :x those seem to be business owners themselves.

I have it posted by their changing area, on the door and on the intake form.
As soon as I started setting my boundaries I’ve had less issues. ~M jmho
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Had this happen today!

Postby tranquilspirit2006 on Wed Mar 05, 2008 6:32 pm

My last appointment of the day, I wait around until 6pm, she's a no show. She had an appointment Mon. for ear candling, and today for a facial. She was a no show Mon. too. And yes, we make reminder calls! So when I did them yesterday and left her a message, I said "Since you were unable to keep your appointment yesterday, PLEASE call us at *** if you find you need to reschedule." No client, no call. I was not happy, doubly so because I had to turn away a pretty regular doc who was trying to get in tonight for a massage, as this client had the last appointment.

We take cc#s for package reservations but not for single service appts. I'm going to talk it over with the owner tomorrow. She probably will not take and charge cc's for missed appointments, but I think we should start a new policy of 'if you miss 3 appointments without a call, we will not book you again.' The issue has been brought up before and she says she doesn't want to lose business but my feeling is 'what business??' They're not showing up! I think it would set a more professional tone and garner more respect, rather than having people think that we're just some little nonsense appointment they can just blow off.

And groups? Don't get me started. We had one last weekend and everyone was ready to kill them. They changed their mind from what they'd originally scheduled and as a result, none of us had any appointments all afternoon. Blah.
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one more rant...

Postby padanarampundy on Thu Apr 03, 2008 9:07 am

Hi everyone I work as an IC in a small day spa. When I was new to the group I rec the very good esthetician to my oldest client. My client had her facial ---LOVED IT! Told me, told my co-worker, loved it and booked another. Told me in great detail that she was going to come for a massage every two weeks and a facial once a month, blah bla blah yadda yadda. Came for her next massage-booked another for two weeks later, called me the day of-had made a mistake and booked both of us(we have different books)and she was sorry could she see me next week and have her facial, sure! then......wait for it......didn't show up for her facial. When called she apologised profusely-a work crisis, could she be fit in the next day for a facial? Yes, .....didn't show up. I called her and left a message, she called and apologised.....and.....wait for [email protected] didn't show up for her massage. Sent me an email apologising, she was confused, etc. I replied that she should let me know when she was ready to book again. Haven't heard from her since. What do you all think? Is she embarrassed? I hate to have this like this-she was my very first client and altho she could be sporadic--never "lost" her like this. Do you think it's the new setting, she doesn't quite like it and doesn't know how to tell me? She is a VERY busy career Mom, not just sitting about eating bob bons But..... :roll:
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Postby maestra on Thu Apr 03, 2008 10:45 am

padanarampundy,
Do you have a policy of charging for no shows? If not maybe you should get one... and make sure all your clients see it when they book their next appointment or include it in your next e-mail notice, newsletter, etc.
As for the client who has flaked out on you I would not try to approach her about booking again right now. I think the client has displayed a lack of respect and commitment to your time. (We can only hope she's feeling embarrassed over her thoughtlessness!)
If she gets over whatever her issue is and wants to book with you again, I would only let her do so if the appointment was paid in advance... or at the very least held with a CC. (Though even that isn't fool proof.)
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rant

Postby padanarampundy on Mon Apr 07, 2008 8:49 am

No Maestra, I don't have a policy for charging for no shows. My practice at this day spa is building, the owners do NOT want to have a policy for the spa, altho they tell me I can do as I wish. What I do have, that I tell the client after the first time they no show is a three strikes you are out policy. I say it VERY nicely, "I am sure you understand etc." As the mom of 4 teens :shock: I don't have the emotional energy to stress about someone who thinks so little of what I do--I don't want to charge them, confront them etc. The third time you don't show up I just won't be able to book you anymore. I will think about the charging idea. I am doing a deal for Mother's Day-and the client prepays for whichever service they pick from the offerings ON Mother's Day. I am particularly not saying it's a gift certificate. Cancellations within 48 hours are subject to a 50% cancellation fee. We have some wedding groups this summer that are circling around and I think I may do the same for that. Any other thoughts?
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Postby ThatMassageGal on Wed Apr 23, 2008 3:37 pm

Had I known you were not going to show up tonight Mrs. R, I would HAVE BEEN HOME AN HOUR AGO enjoying my first early evening off IN WEEKS! Luckily though, you bought a package, so your appointment will come out of that, like it or not.
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Postby Ella Menneau on Thu Apr 24, 2008 3:28 am

I have had a string of no-shows lately, usually it's a first time client. Yesterday it was a woman who called me Monday afternoon, said she was really in a lot of pain. I figured she didn't really need a reminder call because she was coming in in less than 48 hours.

It was really disheartening. This has been a light week and I am feeling pretty down because of it.

I just got set up to take credit cards. How do you word it with a new client that you need to guarantee the appointment with a credit card? Do I mention that I am a legitimate business with a professional license and a business license?

Ugh
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Postby PremoMT on Thu Apr 24, 2008 5:57 am

Ella~
Do I mention that I am a legitimate business with a professional license and a business license?

I don't think you should have to do that.
The last place I worked at would simply say somthing like " we can hold your appointment time for 24 hours but in order to guarentee your appointment time, we need a credit card #." They did reminder calls, and if the client no called no showed, they would charge the card.
I am not sure if they stated the cancelation policy over the phone, but they charged the full amount of the services missed.

I am seriously considering starting to take cc#'s over the phone. I've been having nc ns issues too.
Not only that but I have had 2 regular clients do this to me :roll: . I have a cancelation policy in writing conspicuously placed but I am too shy to instate it. (write them a letter requesting payment in full.)
It's many weeks past the point for theese two, but I am going to write a letter up today so that I will have one on file for future clients.
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Postby Gaspen on Thu Apr 24, 2008 2:53 pm

The clinic where I work has a cancellation policy which notifies them that a charge will applied. However, we don't keep the cc info so this is a non-issue logistically.

75% of my clients are recurring and very loyal (that goodness, knocking on wood - my skull). Very few will cancel or show up late (without a call). Although I work five days a week, my schedule genrally fills up (again, knocking on wood). Of the 75% of 'my' clients, the majority have packages and they are aware of the cancellation policy. Although I don't like to charge their package, I have in the past with the full consent of the client (if that happens, I'll always add a little extra time on their next visit if my schedule allows).

With that being said, I'm going to try to see private clients and have a cancellation policy on my website. I'm not planning on accepting cc#s, so that's a non-issue. I'll probably have to eat the cost, but I will definitely think in scheduling the offending client again (if it's a new client) and probably charge 50% of the session fee if he/she is a returning client.

Maybe...maybe not. Who knows?
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Postby jyoti on Fri Apr 25, 2008 10:35 am

Pete wrote:Be advised, that this could result in a chargeback with the credit card company and I'm not sure who would "win" this type of dispute.


It has, and I did. :)

I've had 2 situations. The first one, they bought a gift cert online (through SpaBoom) and then cancelled on very short notice and then did a chargeback. After a few months of wrangling and documentation and waiting and waiting, we won.

The second situation, we reserved an appointment with a credit card 2 weeks prior; I can't recall whether or not we were still confirming appointments over the phone, but she no-showed and after calling her 15 mins into her appt slot (to see if she was OK or if she was on her way/lost/running late/etc), there was no answer and so we left a message restating our cancellation policy, informing her that she would be responsible for the full amount, and then we charged her card. The charges went through and she never disputed them.

I've found that no-shows are most likely to happen on the second visit. Second place goes to those for whom this's their first, and then at times I will get a string of no-shows (usually in the summer) of regular clients who have been with us for about 6 months. Interesting patterns :)

In all actuality, chargebacks can easily happen any time you take a credit card. Theoretically, if they're "not 100% satisfied" with their session, they can try to dispute the charges months after the fact, even if they showed up, had their massage, and seemed to enjoy it. No-shows up the ante a little. But no matter what, if you are hit with a chargeback, DISPUTE IT. It's worth it. It's YOUR money. :)

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Postby Spock on Thu May 29, 2008 8:19 am

I think we get a six sense about these things...
New client was frazzled, way too busy and a working mom. Also had limited attention span and I had to repeat myself often.

First time I called to confirm and she said she was glad I called because she can't make it..

Second time I confirmed the night before and she told me she completely forgot and had other things scheduled, can we reschedule?

This time she needed a early morning time (I start at 10 am, this was at 9 am) which I really don't do but made the exception for her. So I got up early, much earlier than I usually do, and then she canceled 30 min before her session..saying she "had a flat tire, Sorry!".
Could she really have a flat? Perhaps. I have not had a return call from her to apologize or reschedule.
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Postby Spock on Thu May 29, 2008 1:48 pm

So true Pete. It always happens like that for me too! It's the universe telling us to keep firm boundaries.
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Postby Blisss on Tue Jun 17, 2008 10:28 am

I had a positive no-show experience I just had to share. First a little background:

A couple of years ago, I fired a client because she no-showed too often. The first time a client no-shows, I talk to them about it, but I don't charge. The second time they no-show, I charge them full-price. If it keeps happening, I drop them as a client. (I'd much rather get paid for actually doing massage than repeatedly enforcing a policy.) So, after numerous no-shows, I got tired of charging this client & told her I would no longer be her massage therapist. It was a difficult conversation; I strived to be as kind & respectful as possible, while still being firm with my decision. She was very upset & told me I was being inflexible, unreasonable & uncaring. By the end of the conversation, I figured she hated me, which I regretted, but I didn't regret my decision.

Fast-forward 2 years. I was chatting with another massage therapist, who mentioned that this client is now her client & the client had talked about me. I said, "Oh no! I can't imagine she had anything good to say!" The massage therapist replied, "On the contrary! She said you taught her the value of a massage therapist's time. She said she just never considered it before. Now, she always shows up on time for her massages & if she needs to cancel an appointment, she does so well in advance. She said she won't risk losing a good massage therapist again."

How about that?!!!
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