last minute cancellations

Wait a minute, I get it now!

This is like if my landscaper comes to cut the grass and I am having a party in my backyard and send him away?



He goes.



If he gets pissed, he gets replaced in 30 seconds.



If I get a cancellation fee, he can see me in small claims. I'd win on RICO act alone.



Been done already guys, if you dont get them to sign and commit to the cancellation, good luck.
 
So do you follow your own policy or is it an empty threat? Do you tell every new customer about the cancellation policy and take their cc info? How do they react to that? I'm really curious as to how it has worked for you. I obviously don't get it. My doctors do not have a cancellation policy, nor do any business I have done business with. It is not a common policy around the Philadelphia area. I wouldn't feel comfortable giving out my cc info beforehand, I suspect I am not the only one.
 
Jakerooni said:
Having policies in place helps that image greatly and seperates the lower class wanna be's with the true business minded individuals.
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I don't charge a cancellation fee--does that make me a lower class wanna-be?



Personally, I think it's a terrible policy. There's just too much potential to alienate customers. I've found cancellations to be extremely rare, and when they do happen, there usually seems to be a good reason (or a good lie :chuckle:). When I do have a cancellation or a no-show, the client almost always is very apologetic and asks to reschedule. When they do, I usually find myself on the right end of a generous tip. If I charged a cancellation fee, this almost certainly would not happen.



Jak, if you're happy with your policy, then more power to you--I would never tell anyone how to run their business. I have to say, though, that I don't think there's any way that this policy isn't costing you business. Now, maybe you're busy enough that losing a few potential customers doesn't matter to you. If that's the case, congratulations :2thumbs: I wish I were so fortunate!
 
Hey guys I'm not here trying to preach or anything. I'm definatly not trying to tell anyone how to run their own business. If no policy works great for you guys then awesome. However for me this works out great. It could very easily be contributed to the clientel we each have as well. High volume set location shops are a compleltly different beast than a mobile guy or a home garage guy. I would think with low volumes like that it's almost non heard of to have no call no shows. The OP simply asked how we each handle it. Some have policies some don't care because it dosen't effect the bottom line if it's only once in a blue moon type of thing. My policy is very clearly listed on my website as well "Was" a banner at the front desk of my shop.



I never had a single person ever read it and walk away. Never had a single person even question it. And I've never had to use it since I put it up. So it works for me. If it's not for you that's fine. I'm not about to shove a policy is the "only" way to run a business down anyone's throat LOL. I just know it works for me and my business. And could very well be a location thing. If I do get the chance to move out of here into a new state or better location I will look into it again and see if it still works.
 
Same guy flaked 2nd week in a row today... Didn't even bother to call either time... Time to reject his business, not worth the hassle.
 
jdoria said:
Who me?
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No, sorry, I believe we are of the same mind on this one.





Jakerooni said:
My policy is very clearly listed on my website as well "Was" a banner at the front desk of my shop.



I never had a single person ever read it and walk away. Never had a single person even question it. And I've never had to use it since I put it up. So it works for me.
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I'm guessing by your answers that you don't follow through by announcing your intentions to penalize a new customer if they don't show and that you don't collect their cc info to be able to make good on your policy but only list it on your site as some kind of deterrent. Your statements are quite definitive that this policy is working for you yet you have not quantified the situation. In order to understand the effects of your "policies" you have to understand their impact, both positive and negative. I see you offering nothing more then casual observation on only one aspect of this policy, whether or not you have no call no shows. You need to know what kind of negative impact this is having on your business, without that you're just flying blind. Gotta have complete information to make sound business decisions.



I'm not trying to tell you how to run your business either. I just think you and others trying to collect cancellation fees are missing the big picture.
 
If I thought for a second it was actually hindering my business it wouldn't be there. But in summer I tend to book 4-6 cars a day and I end up pushing people out 2-3 weeks (this of course being how things ran at the shop. Completly new format this season) So it has never hindered me at all. What it did do for me however is stop the no call no shows. Now remember this is a person that came to me blocked out my time for them and then didn't even have the common curtosiy to call me and let me know something came up. This is not in any way shape or form for people that actually call ahead of time (even a day before) to cancel for whatever reason. Those people I have zero issues with. We all have lives and sometimes things happen. I know I always call ahead if something comes up and I can not make an appointment I set up. It's polite and professional to do so.
 
I am currently going through the exact same thing with a client who made a resvation with another of our business ventures. Didn't show, didn't bother to cal. We sent the car and driver to pick him up and the next day, when he finally answered his phone, he said, "Sorry missed my flight and was too busy to bother to call." So, he refuses to pay and tells us, "Tough for you, take me to court." and laughs. So, the amount he owes is just over $150. But, if I drag him to court, I would tack on another $200 for fees, my time, etc. It's almost a principle thing.



Drew
 
as a photographer, any cancellations are already paid for. the only way they can bind out their contract with out paying is force majeure.



i just had two details cancel this week. this is definitely not my main source of income but if my schedule allows, ill take on detail job. im not really pressed on the cancellations bc once the car is done and read for pickup, itll get bombarded with pollen (which is very heavy here in virginia). id rather have the customer pick up their car on a nice pollenless day (=
 
MichaelM said:
I'm sure he won't. No one else he knows will ever call you either.



...
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Not so. People he and I both know agree he was in the wrong.

Other business will not be effected by this situation.



And I have nothing more to say.
 
Finish Line said:
I am currently going through the exact same thing with a client who made a resvation with another of our business ventures. Didn't show, didn't bother to cal. We sent the car and driver to pick him up and the next day, when he finally answered his phone, he said, "Sorry missed my flight and was too busy to bother to call." So, he refuses to pay and tells us, "Tough for you, take me to court." and laughs. So, the amount he owes is just over $150. But, if I drag him to court, I would tack on another $200 for fees, my time, etc. It's almost a principle thing.



Drew
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If your in this as a business, then its not a good idea to let it slide or you'll end up with more customers doing it. If the won't pay then you need to take them to court, or hand it over to a collection agency. No other business would let a customer get away without paying, why should detailers?
 
I used to get upset. Sure, it's a bummer that the whole day is wasted and no money comes in, but 85% of the time, it's a legit reason.



Just the the other day, I had a guy call me to detail his car. He needed it done a certain day and at his work. I moved some appointments to get him in the slot he needed. Later that evening, he called to cancel. I didn't care of the reason, as I hear them all the time. I just move on a little harder.

I tend to ask if they would like to reschedule, if not, I will call them in a week and ask again.



When I arrive at someones home, and no one is there, I will leave a "Sorry we missed you" note on the door.



When I book an appointment, set up a specific time, date, and place, the last thing I tell them is, "If anything comes up, please give me a call so I can schedule you for a different date/time." I also call the night before to confirm the detail is still a "go" on details a book 3 days or more away. People do tend to forget sometimes.



Most will reschedule, but you will get some that will be plain rude and disrespectful. Some will cancel because they found someone cheaper.
 
TexasTB said:
Most will reschedule, but you will get some that will be plain rude and disrespectful. Some will cancel because they found someone cheaper.
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ding ding ding ding ding !!!! :werd:



Those are the types of customers you especially don't need or want. :nono
 
AeroCleanse said:
If your in this as a business, then its not a good idea to let it slide or you'll end up with more customers doing it. If the won't pay then you need to take them to court, or hand it over to a collection agency. No other business would let a customer get away without paying, why should detailers?
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I don't have a detailing business, but most industries don't charge for no show appointments. No work was done so you'll have a very difficult time convincing anyone that you are owed money.



Dentists and doctors often say that they'll charge for missed appointments, but they rarely do and would probably lose if challenged in court.
 
craZdetailer said:
ding ding ding ding ding !!!! :werd:



Those are the types of customers you especially don't need or want. :nono
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Yep.



Flakes are the WORST. I've never had a last minute cancellation, but I've had a couple of people (a custom shop owner and a car flipper) who promised me multiple cars, talked themselves up as doing decent volume, I'll always have cars for you, I'll be in touch, blahblahblah and I never heard a thing.



The custom shop guy was going to drop a car off at my house to "see what kind of work I did". I think I talked to him on a Wed and the dropoff was supposed to be on a Friday. Friday comes, no call. I call him--voicemail, no return call. I call one more time (in case he didn't get the voicemail) and that was it. That was two years ago and it still pisses me off as I type it.



I talked to the dude on multiple occasions and he really talked himself up as stepping his business up to a bigger building, he could never retain detailers even though they were making huge money, yadda yadda.



My Dad always said--beware of people who talk too much. A lot of people who talk a big game have none.



OK--rant over. :rolleyes:
 
Jam said:
I don't have a detailing business, but most industries don't charge for no show appointments. No work was done so you'll have a very difficult time convincing anyone that you are owed money.



Dentists and doctors often say that they'll charge for missed appointments, but they rarely do and would probably lose if challenged in court.
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As a Lawyer in NC, I can tell you that in this state, you are absolutely wrong. In fact, here, you don't even have to prove that you notified the customer. You only have to prove that it is your standard business practice to notify them. This can be as simple as a sign in a conspicuous place, or even a line at the bottom of a business card.



Many, many, many industries here DO charge for canceled appointments. In my office, if you book an appointment and don't show, there is a 1/4 hour charge for prep work. I have defended this about a dozen times in small claims court, and every time I have won. It IS legal, it IS done, and in some cases it IS necessary.



I don't own a detailing business, I'm only here for my personal hobby. I am in no way a person to claim one way or the other as to whether it is necessary or not in such business. But as a professional, if I book an appointment for a professional service to be done, then I would expect to be charged something.



Personally, while I expect to pay the fee, I wouldn't charge someone unless it was a major detail that was scheduled (such as 4 or more hours missed), and then only if they didn't call or cancel for a good reason. Things happen, and sometimes a customer might get called in on a weekend last minute. I also agree with above, if it happened more than once, I would write that customer off and send them packing.



In this economy, sometimes people need every job they can get. It's all about what you are comfortable with. If you want to charge, charge, if not, don't. Simple as that.
 
i12flytoday said:
As a Lawyer in NC, I can tell you that in this state, you are absolutely wrong. In fact, here, you don't even have to prove that you notified the customer. You only have to prove that it is your standard business practice to notify them. This can be as simple as a sign in a conspicuous place, or even a line at the bottom of a business card.



Many, many, many industries here DO charge for canceled appointments. In my office, if you book an appointment and don't show, there is a 1/4 hour charge for prep work. I have defended this about a dozen times in small claims court, and every time I have won. It IS legal, it IS done, and in some cases it IS necessary.



I don't own a detailing business, I'm only here for my personal hobby. I am in no way a person to claim one way or the other as to whether it is necessary or not in such business. But as a professional, if I book an appointment for a professional service to be done, then I would expect to be charged something.



Personally, while I expect to pay the fee, I wouldn't charge someone unless it was a major detail that was scheduled (such as 4 or more ours missed), and then only if they didn't call or cancel for a good reason. Things happen, and sometimes a customer might get called in on a weekend last minute. I also agree with above, if it happened more than once, I would write that customer off and send them packing.



In this economy, sometimes people need every job they can get. It's all about what you are comfortable with. If you want to charge, charge, if not, don't. Simple as that.
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I guess I'm mistaken then. I would like to see the some medical or dental offices try to bill the HMOs or Dental Insurance Companies for missed appointments.
 
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