Appointment Confusion

[celebpet]

How do you all handle a situation where you know you scheduled the appointment on the right day, but the client got it wrong?

Today I got a call from a new client that booked last week wanting to know where I was at because he had brought his dog to work for me to groom. I informed him his appointment was actually next week and that I was at a doctors appointment that I had made two months ago. I offered up to come late this afternoon because I was unsure when I would be done at the doctors office or could fit him in later on Friday. He seemed a little aggitated. When I made the appointment I had my palm pilot with me so I know I told him the 20th and he just got it wrong.

Anyway he said Friday probably wouldn't work, but he would call me back. So when I got out of my DR appointment I called him back and he said he got him booked with another groomer for this afternoon because they needed him groomed before they left town for next week. He was polite and said not to worry about it and he said he would call me the next time he needed to be groomed.

This sucks because he was going to be a new client and I can only hope he holds true to his word about calling me to schedule his dog when it needs to be groomed again.

I always call my clients a couple days before their appointment to remind them, but is there a way to avoid this in the future?

[Moonpiepoodlz]

but is there a way to avoid this in the future?

Nope....I'm not mobile but mistakes are always going to happen and when I have a client show up on the wrong day, I take them in just as if they were scheduled. I understand though that being mobile would make it more difficult.
I will even repeat the date, day, and time to reconfirm when the appt. is made but mistakes are still going to be made.

[fiveoclockdog]

That actually happened yesterday. This lady had never booked with me. I took her anyway. Turns out she was at the wrong groomer ;-) My client now...

[scrubapup]

Nope.... lol

I'm not mobile, but I've had it happen a few times. Well, more then a few. I think I have a few scatterbrain clients.

Since most of my clients make their next appointment when they pick their dog up, I always give them an appointment card. I use to just write the date and time, but now I write the DAY, date and time. Some still screw it up, but not as bad as before. One woman in particular can never get it right. And since she has 2 Cockers it's not something I can shrug off. After she showed up either the week before or the week after her appointment for the 4th or 5th time, I finally decided it was best to call her at least 10 days prior to her appointment and then, if we're lucky she will get it right. So far that's worked out good, but it's pretty pathetic, IMO.

And, I have to admit that on two occasions it was me who screwed up. People come in to get their dog and I fill out their card, but just when I'm about to write it in MY book the phone rings.... or something else happens to distract me and then I forget. 6 weeks later they show up but are not in my book and I KNOW it was my mistake because they always prebook upon pick-up and I remember that I gave them a card. Sucks when that happens. Thank goodness it's only happened twice.

[furrybestjob]

I doubt it would help, but maybe. You could try emphasizing to a new customer that you always do reminder calls 2 days before their appointment to confirm (or however far in front you call) . Then if they don't hear from you, they may take the initiative to call the next day to find out why you didn't call.

[Particentral]

Yes there is a way. Two in fact I can come up with. First off, get an email address and email them a confirmation. Second, if they don;t have email, mail them an appointment card. You have their address anyway being mobile (some shops fail to get that information) THAT way the date is always correct in your book and on their card.

[Cat Crazy]

And, I have to admit that on two occasions it was me who screwed up. People come in to get their dog and I fill out their card, but just when I'm about to write it in MY book the phone rings.... or something else happens to distract me and then I forget.

My massage therapist NEVER fills out the client card until AFTER she has written it into her book. She is adamant about this. I guess she's had the same problem before. I now do the same.

[PAWS]

When I rebook an existing client, I give them a card in MY HANDWRITING with the date and time of the appt. If it is a new client that you have yet to meet in person, mail a reminder card immediately so there is no mistake. If they recieve the card and they have it wrong, they can call right away and fix the problem.

[petpalswi]

umm

That actually happened yesterday. This lady had never booked with me. I took her anyway. Turns out she was at the wrong groomer ;-) My client now...

thanks alot. I waited all day for her to show up.
just kidding.
I book a pretty tight schedule. I'm by appointment only. no walk ins. 15 minutes late you have to reschule. most of my clients rebook before leaving, if they rebook they get a reminder call. I give them a card with the date and time. I did have 2 clients call me, last year, because I rebook them too soon. they are both 8 week clients, they were in in january, I rebooked them for march and wrote on their cards february. its funny, these two have been on the same schedule for so long, neither noticed the card when they left but they realized the mistake on the same day and I swear called within a few hours of each other.

[Mamabearwith2]

This sucks because he was going to be a new client and I can only hope he holds true to his word about calling me to schedule his dog when it needs to be groomed again.

Don't hold your breathe. You'll be able to fill that slot with another that won't be confused with their appt time. Just move on.

V

[prettymiss112000]

I always call them the night before, to help remind them, even with my regulars. I have yet to have someone do this, but I have had people forget their appointments, even with me calling and speaking to them the night before.

[TAILSRWAGON]

This has happened to me a couple of times.

Once was totally my fault. I was new to 123 pets, booked the appointment and then did the recurring thing and the original appointment went bye bye and didn't notice it.

And One time the client had all my report cards in a drawer and pulled out the one on top and wrote it on the calendar. It was last years report card. She realized what she did when I called totally apoligetic about the mess up and told her that her appointment was such and such date. Too funny.