Charging for \"No Shows\"

Bronze Star · 05-21-2002, 08:09 PM

Well we did it... we charged our first "No Show" for the season. We don't typically do it even though signs are posted and clients know to call 2 hours ahead to cancel... but this particular client is notorious for rescheduling three and four times and ultimately not calling to cancel without showing up at all. It has been more than a little inconvenient on at least a half a dozen occasions. I'm curious if we would have charged it if she didn't call when we were at our "crazy" busiest during the day and she didn't schedule her (no show) appointment for the most peak time of day? We discussed it before we did it and came to a unanimous decision to take a session from her.

What is your policy? Do you take a session if they have them? Require them to pay a fee before allowing them to tan again? How do you decide when to enforce it?

tangirl · 05-21-2002, 10:29 PM

We don't do appointments. Your scenario is a great description of exactly why we don't take appointments.

Tommie · 05-21-2002, 10:35 PM

The easiest "fix" is to not accept appointments. We stopped the appt game almost 2 years ago and it has been sooo much smoother.

This also allows for more time to upsell and educate on products as they are in your lobby already waiting for a bed instead of coming in the door just in time to get in the bed. Staying on schedule is a must and most of the time this disallows sales.

But, as for the topic of your post... You were absolutely in the right to take the session and from what it sounds like, should have taken one or two before now.

I agree though, when we were taking appts it WAS a touchy situation when the "last straw" was presented and we finally took the action that we have always said we would.

On a positive note; we didn't lose any clients for taking a session or two here or there when they "screwed up".

We told them "The policies are posted on the counter, we remind you on the way out to call if you could not make it, you signed your consent form that stated this. We have tried to be lenient and we really need your cooperation to keep the schedule flowing and on time. We appreciate your business as well as the next client's that has the time slot after you!" They usually apologized and weren't late or no-showed in the future.

-Tommie-

Nichole74 · 05-21-2002, 10:45 PM

Tommie did you post something when you switched to no appointments ? Did you do this in the middle of a season or at the beging of a new year. I would like to do something like this but we have a large amount of clients who like to make appointments and it becomes very hard to keep everything on schedule.

fungirlz · 05-21-2002, 10:53 PM

In Fla. you can not charge for a service that has not been rendered..
Even Drs. appts. and missed Dental appts can not be charged..
You do have the right to refuse service though.. but not to charge for the service if it was not taken..

Tommie · 05-21-2002, 11:20 PM

Yes, we made nice computer generated signs for each room, double faced the door and the front counter as well. We also reminded clients as they were making the appointments that as of March 31st we would no longer be scheduling appointments.

We actually had a good response from EVERYONE initially. They said things such as "Thank you, that will be so much easier" and "Really? I can come in ANY time?" We even had a few say "Can't we start this now instead of waiting a month?". (We gave a full 30 day notice before the change)

It really has increased sales! If someone comes in without an appt and wants a regular bed but none are available, it's much easier to get them into a larger upgraded bed because it may be available 5-10 minutes sooner. With appts, they would wait for THE bed they scheduled for. Upgrades were few unless we paid for the first one to get them to try it!

Try it, make the switch! I'm almost positive that you won't regret it, we haven't looked back since!

-Tommie-

Nichole74 · 05-21-2002, 11:31 PM

Thanks for the speedy reply. It is a little nerve racking to switch but oh my life would be so grand. How many beds do you have in one location. Do you still have appointments for your upgrade beds?

Tommie · 05-21-2002, 11:50 PM

I have a 9 unit salon, a 10 unit salon and a 14 unit salon.

NO appointments on ANY unit EVER!

Yes, life is grand not having to be a slave to the schedule!

-Tommie-

Nichole74 · 05-22-2002, 08:14 PM

I talked to on of my regular clients that makes appointments today. She hated the idea. Said she would only tan in the morning from now on if we switched. I might do a poll.

Tommie · 05-22-2002, 11:40 PM

Nichole,

That's not a bad thing... The mornings aren't the busiest times anyway. I would like to have more of my clients come in the mornings.

It seems that she will stay with you, but just in the morning...

If a few of your regular clients get a little peeved over the new policy, maybe "throw" them a little "kick back". Something that will please each one differently. (ie one may appreciate a 10% discount on products while another would like to try that new packette and yet another would like a paid for upgrade).

People really like it when YOU buy them something that they may have had their eye one!

You'll find that most of your clients might at first think this is a bad change, but over time when they realize that it is actually easier for THEM, they will appreciate it!

Just my opinion, let us know how your poll turns out.

-Tommie-

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05-21-2002, 08:09 PM	#1 (permalink)
Bronze Star Join Date: Apr 11 2001 Posts: 2,732 Rep Power: 8	Well we did it... we charged our first "No Show" for the season. We don't typically do it even though signs are posted and clients know to call 2 hours ahead to cancel... but this particular client is notorious for rescheduling three and four times and ultimately not calling to cancel without showing up at all. It has been more than a little inconvenient on at least a half a dozen occasions. I'm curious if we would have charged it if she didn't call when we were at our "crazy" busiest during the day and she didn't schedule her (no show) appointment for the most peak time of day? We discussed it before we did it and came to a unanimous decision to take a session from her. What is your policy? Do you take a session if they have them? Require them to pay a fee before allowing them to tan again? How do you decide when to enforce it?

05-21-2002, 10:29 PM	#2 (permalink)
tangirl Join Date: Jul 6 2001 Posts: 2,184 Rep Power: 8	We don't do appointments. Your scenario is a great description of exactly why we don't take appointments.

05-21-2002, 10:35 PM	#3 (permalink)
Tommie Join Date: May 10 2002 Posts: 50 Rep Power: 0	The easiest "fix" is to not accept appointments. We stopped the appt game almost 2 years ago and it has been sooo much smoother. This also allows for more time to upsell and educate on products as they are in your lobby already waiting for a bed instead of coming in the door just in time to get in the bed. Staying on schedule is a must and most of the time this disallows sales. But, as for the topic of your post... You were absolutely in the right to take the session and from what it sounds like, should have taken one or two before now. I agree though, when we were taking appts it WAS a touchy situation when the "last straw" was presented and we finally took the action that we have always said we would. On a positive note; we didn't lose any clients for taking a session or two here or there when they "screwed up". We told them "The policies are posted on the counter, we remind you on the way out to call if you could not make it, you signed your consent form that stated this. We have tried to be lenient and we really need your cooperation to keep the schedule flowing and on time. We appreciate your business as well as the next client's that has the time slot after you!" They usually apologized and weren't late or no-showed in the future. -Tommie-

05-21-2002, 10:45 PM	#4 (permalink)
Nichole74 Join Date: Feb 11 2002 Posts: 439 Rep Power: 7	Tommie did you post something when you switched to no appointments ? Did you do this in the middle of a season or at the beging of a new year. I would like to do something like this but we have a large amount of clients who like to make appointments and it becomes very hard to keep everything on schedule.

05-21-2002, 10:53 PM	#5 (permalink)
fungirlz Join Date: Jan 17 2002 Posts: 4,753 Rep Power: 8	In Fla. you can not charge for a service that has not been rendered.. Even Drs. appts. and missed Dental appts can not be charged.. You do have the right to refuse service though.. but not to charge for the service if it was not taken..

05-21-2002, 11:20 PM	#6 (permalink)
Tommie Join Date: May 10 2002 Posts: 50 Rep Power: 0	Yes, we made nice computer generated signs for each room, double faced the door and the front counter as well. We also reminded clients as they were making the appointments that as of March 31st we would no longer be scheduling appointments. We actually had a good response from EVERYONE initially. They said things such as "Thank you, that will be so much easier" and "Really? I can come in ANY time?" We even had a few say "Can't we start this now instead of waiting a month?". (We gave a full 30 day notice before the change) It really has increased sales! If someone comes in without an appt and wants a regular bed but none are available, it's much easier to get them into a larger upgraded bed because it may be available 5-10 minutes sooner. With appts, they would wait for THE bed they scheduled for. Upgrades were few unless we paid for the first one to get them to try it! Try it, make the switch! I'm almost positive that you won't regret it, we haven't looked back since! -Tommie-

05-21-2002, 11:31 PM	#7 (permalink)
Nichole74 Join Date: Feb 11 2002 Posts: 439 Rep Power: 7	Thanks for the speedy reply. It is a little nerve racking to switch but oh my life would be so grand. How many beds do you have in one location. Do you still have appointments for your upgrade beds?

05-21-2002, 11:50 PM	#8 (permalink)
Tommie Join Date: May 10 2002 Posts: 50 Rep Power: 0	I have a 9 unit salon, a 10 unit salon and a 14 unit salon. NO appointments on ANY unit EVER! Yes, life is grand not having to be a slave to the schedule! -Tommie-

05-22-2002, 08:14 PM	#9 (permalink)
Nichole74 Join Date: Feb 11 2002 Posts: 439 Rep Power: 7	I talked to on of my regular clients that makes appointments today. She hated the idea. Said she would only tan in the morning from now on if we switched. I might do a poll.

05-22-2002, 11:40 PM	#10 (permalink)
Tommie Join Date: May 10 2002 Posts: 50 Rep Power: 0	Nichole, That's not a bad thing... The mornings aren't the busiest times anyway. I would like to have more of my clients come in the mornings. It seems that she will stay with you, but just in the morning... If a few of your regular clients get a little peeved over the new policy, maybe "throw" them a little "kick back". Something that will please each one differently. (ie one may appreciate a 10% discount on products while another would like to try that new packette and yet another would like a paid for upgrade). People really like it when YOU buy them something that they may have had their eye one! You'll find that most of your clients might at first think this is a bad change, but over time when they realize that it is actually easier for THEM, they will appreciate it! Just my opinion, let us know how your poll turns out. -Tommie-

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