Need to vent about freebie no-show

[LYNBOP mmmmmmmmmmmmmmmmm]

I gave a free 30 minute gift certificate to a regular client at Christmas.  She told me in January that she gave it to her daycare lady, who "might not ever use it".  Last week the woman called and scheduled for Saturday morning the 9th.  She called back a couple of days before and rescheduled for tonight at 7:00.  I rushed my family through dinner, hurried to help my mom at her home with dinner since she just got out of the hospital, set up for the massage and waited.....7:00 came and went and no sign of her.  I waited til 7:10 and called her house, hoping she was on the way, but her husband said she was there.  I told her who I was and that we had an appointment at 7, whereupon she giggled and said, "My company just left, I told them I had to be somewhere at 7".  I told her that I had set everything up and was waiting (making sure she knew I was a little angry).  I also said that I would have appreciated a call telling me she would be late.  She said she didn't know they were coming.  I didn't appreciate her  attitude that my time meant nothing.    She then said she could be here in 10 minutes, which didn't help since she would have to do an intake form and get on the table.  I told her it was going to be too late tonight.  She then said she didn't have her calendar and would call to reschedule.  Now I hope she doesn't bother.  I don't think she will come beyond the freebie anyway.  Would you charge her anything next time for the no-show this time?  It is an awkward situation, but I don't have much to lose with her.  Sorry this is so long, but I would appreciate your responses.  Thanks!

 

[Pompal 09.]

Need to vent about freebie no-show

That sounds really frustrating. I would think that if the certificate was a freebie to begin with, you've already lost time on it, so why not call it null and void? If she does call and wants to come in, charge your regular rate. Your regular client received the benefit of the gift, so in that sense you achieved one goal. You didn't gain an additional customer, but it sounds like there's no great loss there.

 

[Sudhakar B]

Four little words will help make awkward situations much easier...  "I have a policy."There is nothing more frustrating than a no-show. I learned early on that people who are no-shows tend to repeat the behavior. I respect myself too much to allow someone to do it to me twice.There have been times where my no-show had a very good reason for not calling. But when they just blow me off, I don't give them a chance to do it again. I simply say, "I have a policy. I don't reschedule no-shows unless they first pay for the missed appt."It may sound harsh, but in so doing, I have built my practice on people who respect my time.-Melody

 

[S M]

Personally, for me I would be very booked in the evening if she called to schedule an evening appt. again. It's a bit of a waste for me to ready the house/myself for a 30 min. evening appt. I would have liited availabilty for her.  

 

[Baby Ruth]

These incidents just prove to me over and over that people don't really "value" freebies.  When I make a donation of a gc to a cause, if the appt. for that particular gc is a no show I've started telling them:  "You didn't show up therefore you have forfeited the session."

 

[Old Fat Bald Guy]

While I completely agree with the sentiments that a gc no-show has "forfeited the session" would this be acceptable to tell someone if they (the no show) were not told that during the where-the-heck-are-you  conversation? I am not defending the no-show here, just wanted to put that thought out there. It is frustrating when someone obviously does not take another's time and energy into consideration.As lovely-day suggested, maybe limited appt. time for her is appropriate. Maybe on a morning when you have another client scheduled right after her, that way if she no shows it wouldn't be a complete waste of time. If you do decide to reschedule her, perhaps it would be a good idea to make sure she is aware that free session will be forfeited if she doesn't show, and that if she is late, the session will be shortened, but payment (gc) will be expected for the full time scheduled.Good luck. I would be curious to know what happens.

 

[Fisher_King]

Did you tell her about your cancellation policy when she made the appointment?  If you did, then I would definitely tell her that her gift certificate is now null and void because she did not show up for her appointment.  I would explain that you do make exceptions during cases of EXTREME emergency, and that company stopping by unexpectedly is not considered an extreme emergency.  Does she know that the g.c. was a freebie?  If she does, then I would revoke it.  You could explain that this was a free massage anyway and you weren't making any money.  You took time away from your family, set up, etc. and it has already cost you that amount of time and you are not willing to invest any more time into it.If you want to be nice you can reschedule her and be very firm about your policy.  But, I don't see any upside to rescheduling her.  Doesn't sound like she'd be a regular client since your regular client didn't even think she'd use the g.c. at all.  And, if she did become one, you don't want to have clients like this.  How close is she with your regular client?  Would it tick off your regular client if you refused to rebook the no-show lady?Hopefully she won't even call to reschedule and that will solve it all.Let us know how it works out.

 

[johnnydeep6969]

Thanks for everyone's input.  I really don't want her to rebook, but if she does, I will make my policy clear to her.  I didn't tell her the cancellation policy because I never dreamed a person would no-show for a free massage!  She is the daycare lady for my regular client and I worry that if she doesn't get another chance, she might tell my regular how horrible I was to her and influence my regular so that I lose her too.  Another lesson learned!  I will let you know if I hear from her again.  Thanks!

 

[Marlon]

Need to vent about freebie no-show

The most no-shows I've gotten were from free or discounted massages.

 

[RobIV]

Need to vent about freebie no-show

 She is the daycare lady for my regular client and I worry that if she doesn't get another chance, she might tell my regular how horrible I was to her and influence my regular so that I lose her too.

I would think if your regular is a regular, she understands and is respectful of your time. I can' t imagine she would be annoyed that you are taking care of yourself. I wonder if she might not be annoyed with her daycare person for blowing you off!

 

[MelissaHudgens]

Need to vent about freebie no-show

That's happen to me too (what Seforum.xxxg said). It should be common policy practice that if someone who no-shows on a free session and doesn't call to say they are running late or whatever has pretty much forfeited their freebie. HOWEVER, you should clearly let them know when they are scheduling their massage (and when you call them back to remind them a day or two before the session) about your policy on no-shows. That way they can't or shouldn't get mad or think it's unreasonable about your policy.Be well,Jen

 

[Kellie N]

I don't disagree and I'll say it again, I don't disagree but let's just say for argument sake she does come in eventually, loves her massage and decides to become a regular, at your regular rate.  Do we sometimes cut off our noses to spite our faces?  Joe E.

 

[e l i z a ?]

Need to vent about freebie no-show

when giving gift certificates and other discounts- include a brochure that has your policy in it (and if you have a website) that way, there are no excuses. and again- let new clients know that there is a policy when booking their first appointment.

 

[Canadian Bacon]

Need to vent about freebie no-show

i had my first no show yesterday. a new client id never seen b4. to bad he wont be getting an apointment until he pays for the one he didnt show for

 

[baba buttons]

Need to vent about freebie no-show

i had my first no show yesterday. a new client id never seen b4. to bad he wont be getting an apointment until he pays for the one he didnt show for

Wow, that was your FIRST no-show? You've been in business for over 5 years, right? My first no-show was during my internship, my 3rd or 4th massage, it was someone the school scheduled for me. I quickly got over the disappointment, but couldn't inforce any type of policy, the school's owner flat out told me she was too afraid to set u pany kind of cancellation policy. In fact, I'm the only one in town that DOES have a policy! People around here need to get a spine, lol.

 

[bellatruth]

Need to vent about freebie no-show

when it comes down too it, im not sure you can force payment. other than not seeing the person again until they pay.

 

[Holiday Blue]

Bliss I just have to send you a big THANK YOU for starting this topic -- it kicked my behind into gear and I have finally started to state my no-show policy on the phone when making the appointment.  Hope it all turns out OK and thanks too to Joe for a good point!

 

[Kristy]

BJB-LMP you're very welcome!  So far, she hasn't called back and I hope it stays this way.  Joe, you do have a good point, as in " look at the big picture".  I guess it was worth the lesson learned about stating the policy for cancellations at the beginning of the encounter.  Everything has a purpose!

 

[Stoic]

   I often donate GC for charitale events. I order my regular GC, but for those special occasions, I print my own, and on the back of each one, I print out my POLICY so theres no confusion. I do not accept the GC 5 months after it expires (I had a woman ask!), theres IS a fee for no-shows.   Melody said it right..."I have a policy..."  and you have to stick to it. For some ODD reason, alot of people think this is just a hobby for us, and that we really dont mind rushing our families thru dinner and quality time to accomodate their schedules.

 

[lonesome star]

I have run into this several times and it can be quite frustrating. I finally printed on my gc that if they cancel the same day or do not show up for their scheduled appt. the gc is void. This has helped a great deal. I had one client make an appointment for a promo or free massage and then not show up and call a hour later asking if she missed her appointment if she can reschedule. I told her sorry, iyou are welcome to reschedule, but you cannot use the gc. I was even mad enough to tell her that because she didn't show up, I could have put a paying client in her place. I think she got the message. I do not want these kind of clients. If they can't show up for a free massage then forget it. Also, I sell prepaid packages, when people purchase them, I tell them the same policy. If they cancel the same day or do not show up it comes off of their package. I have had to enforce my policy a few times.