Posted by LuLu on 10/27/2009, 1:26 pm, in reply to "Re: no shows"
Here's what I do. When a new client books I tell them 48 hours is required to cancel or make changes to an appointment. When a a client first comes to me I have them initial on their client card that I have given them a copy of my cancellation policy. There is NO way they can say they didn't know it because it was given to them. It is posted in my room. It is posted on the CEILING so when they are laying there they get to memorize the freak'n thing. It is also on my answering machine message. Here is the policy they take home:
Cancellation/Late Policy (How not to make LuLu cranky.)
You will be charged in full for appointments cancelled or changed without 48 hours notice. No shows will be charged the full rate.
NO EXCEPTIONS. (When booking an appointment, you are securing "time" with LuLu. Once an appointment has been scheduled, no one else can take that time away from you. It is therefore YOUR financial responsibility to pay for LuLu's time whether you use the appointment or not.)
If you are ill and cancel without 48 hours notice there is no charge.
(LuLu does have a heart!)
Please note that even with 48 hours notice LuLu is often not able to
fill the space you held since most clients book at least a week in advance
so please carefully consider the appointments you book.
Clients who continually cancel and/or reschedule appointments will NOT be rebooked!!!!!!!!
If you are late your service may be shortened or LuLu may not be able
to provide the service given the amount of time left but you will be charged
the full rate. Do NOT book your appointments if you might have to work!!!
DO NOT BOOK TENTATIVE APPOINTMENTS.
(Those would be the appointment spaces you want LuLu to hold with your name on them until you can get back to her about your schedule! It's just too crazy to do without a receptionist!)
Please rebook your appointment if you are ill.
If you are sick and come for an appointment LuLu will send you home and she WILL NEVER WAX YOU AGAIN.
Do NOT bring children to your appointment.
I NEVER have clients tell me that they don't know it. If a new client doesn't show up and they try to rebook I tell them that I would love to rebook them but they need to clear up their outstanding bill from the prior missed appointment first.
I also enforce my policy like crazy. Of course there are exceptions but for the most part that's MY income and if I don't value it my clients won't either.
LuLu
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