Cancelling appointments

M

MAXSE2kMT

New member
First, I work full time, so detailing is my weekend hobby which I'd like to develop into a proper business at some point. Right now my dilemma is that I have one potential client that wants a 2-3 step correction done on his new 335 BMW. The problem is this is the 3rd time he has scheduled an appointment and then canceled the day before. Since I only do this on the weekend I usually have cars booked ahead of time and can really only do 1-2 cars a day at most especially if they want any paint correction done, after all I do it all by myself. When he cancels on me he is taking away business from me that I could have booked in his place. Should I make him put a deposit down to stick to his appointment? It's getting frustrating and I actually look forward to working on the car. On top of it he is slightly more than an acquaintance, but not a good friend so I don't want to make too big of a deal of it and potentially lose any business from him and his car enthusiast friends. How should I go about this? Thanks for the help, it is greatly appreciated and sorry for the long post.



Cliffs: I only detail on the weekends. Client keeps canceling on short notice costing me potential work and money. What should I do about it?
 
Personally I would just be very up front with the situation. Tell him exactly what you just told us. If he still gripes after you being up front and honest, then you really dont want his business anyway.
 
Tell him your situation and let him know that you'd love a chance to get his car looking awesome but the multiple cancellations have hurt you.



"Mr. *********, what's done is done and it's behind us. But from now on, canceling without x-hours head notice will result in a $50 charge. Please understand that $50 for the amount of cars I can't detail is not good money for me but I can't continue to lose money across the board. I hope you understand and look forward to getting started on getting your car looking awesome!"



Something like that. $50 isn't so much that he feels like you're trying to make a killing and do nothing. But it isn't so little that he scoffs at the idea of canceling without proper notice.



There's no guarantee that he will accept it, but if he doesn't then refuse to detail his car. Stand your ground. You know what your time is worth. If you keep allowing this to happen then what will keep him from doing it and costing you $500 in business and new clients down the road?
 
After cancelling on me onoy 1 time I would tell a prospect they can either pay 100% in advance or take their business elsewhere...



Cancelation fees are also a good thing to have in your contract once the appt is booked
 
this is one of the reasons why i dont do details for friends or aquantances. they always waste my time and want to pay nothing.
 
I'd require a deposit on a multiple canceller..



Your Cliff notes say it all. 1. You are a weekend detailer. Have a full time job. to support you. Your time is very valuable to you.



2. If its one cancelation I wouldn't have a problem with it I understand money porblems, Scheduling conflicts.



3. His appointment cancellation puts you behind a day where you could have another customer in his slot.



I'd be 100% honest. If he calls you again for an appointment. Be Polite but honest. and firm.



Sir, I understand you want a paint correction done. This is something I can only do on the weekends. Due to my obligations to a Full Time Job. Your cancellations have cost me money because I can't get other clients in your spot in time. I understand unusual circumstances But I need to know that you are serious about having this done. I will require a 50% deposit for my service. When the detail/correction is complete I will accept the other 50%. If he's got money already tied into it, Its gonna really make him think twice about cancelling again.



If he feels that it is unfair, Then he needs to find someone else to pull around. Its not fair to you for someone to cancel repeatedly without proper notice. Thats money out of your pocket for that weekend. Or a potential repeat customer that you could have had in that slot.
 
He's wasting your time and if you keep trying to work with him, you're wasting your time. Like one of the other posters said, the guy's a problem in this area he'll be a problem in others.



I'd be shocked if, when you finally do the car, if you ever do the car, the guy treats you decently and doesn't pick you to pieces and try to get some kind of discount.



When the sign says, "Creep show ahead" go another direction.



Robert
 
I am in the same situation as you and this is my cancellation policy:



I require a 48h notice for all cancellations.

If you cancel without a notice of at least 48 hours, there will be a $50 deposit to reschedule. If the appointment is a no-show or cancels the day of the appointment, the detail must be paid in full at the time of rescheduling.



My time is valuable and I've been jerked around in the past enough that I don't take it from my clients and I let them know it. Good customers will understand this and I have had many pre-pay for their appointments to reserve a time slot.
 
I am a "weekends only" detailer as well. I have been lucky to have had only a couple people either cancel or just plain not show. A cancellation fee is fine but, if they aren't showing up for the detail, how do you get the to pay for the cancellation fee? Tack it onto when they finally do show up for the detail?
 
mose said:
I am a "weekends only" detailer as well. I have been lucky to have had only a couple people either cancel or just plain not show. A cancellation fee is fine but, if they aren't showing up for the detail, how do you get the to pay for the cancellation fee? Tack it onto when they finally do show up for the detail?
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The charge is basically a non-refundable deposit toward the cost of their detail when they do actually show up and not a "fee". If they cancel or are a no-show, they need to pay you up front before locking in a new appointment time. If they cancel or do not show up on that appointment, you keep their deposit. When you actually complete the detail, the deposit they already paid is deducted from the final cost.



I'm not sure how everybody else does it, but this is what I do and it works very well.
 
:doh Yeah....I hadn't even thought of getting money up front! 9 times out of 10 I don't even meet the people until they are dropping off the car.
 
Brandon1 said:
Personally I would just be very up front with the situation. Tell him exactly what you just told us. If he still gripes after you being up front and honest, then you really dont want his business anyway.
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Agreed.



I like the up front deposit idea also... as little as $50 to hold the appointment slot. If he shows up you apply the $50 towards the total, he doesn't show you pocket the $50 and call it a cancellation fee. I had a friend who flaked on me like this about a half dozen times until I finally told him that I wouldn't take any more appointments without money up front, he paid the full price a few weeks before hand... surprise surprise... he showed up on time
 
Thanks for all of the opinions and pointers. I'm going to make him pay a $50 deposit as well as anyone who cancels an appointment on short notice even once.
 
Just another pointer then...

It helps to have something printed up for them to sign about the deposit and appointment for legal reasons and so they don't think you are just making up a number for them "yeah... uh... just give me $50 to hold your appointment for me in case you cancel again."
 
MAXSE2kMT said:
Thanks for all of the opinions and pointers. I'm going to make him pay a $50 deposit as well as anyone who cancels an appointment on short notice even once.
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I'll take wastes of time for $200.00 and the answer is, "What someone who should have moved on might say."



One time is an anomaly, twice is a pattern. When somebody tells you who they are, believe them. God I hate sounding like Dr. Laura, particularly because she's an idiot, but sheeeeesh. Boot his *** off the island.



After a very long day.



Robert

:tribe:
 
anyone have a sample of their contracts or what not then can provide or post up?



I have seen this happen to many times and it got the the point as everyone else mentioned where asking for a certain percentage of the detail is the proper thing to do.



You can ask for what you feel comfortable with and have them sign something stating they gave you $XXX that is to go towards the final bill for the detail on: XXX kind of car. Just so that they feel like you are looking out for their best interest as well.
 
WhyteWizard said:
I'll take wastes of time for $200.00 and the answer is, "What someone who should have moved on might say."



One time is an anomaly, twice is a pattern. When somebody tells you who they are, believe them. God I hate sounding like Dr. Laura, particularly because she's an idiot, but sheeeeesh. Boot his *** off the island.



After a very long day.



Robert

:tribe:
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Thanks, Alex, he'll have to pay full price up front after inspection if he wants work done. Thanks for the smack in the head.
 
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