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  • Tactful Reschedule

    How is it done when you've got people who prebook? Say you find out you need to reschedule due to a sick kid or doc. appt? What is the tactful way to explain this to customers? I've got 2 kids (hence the name) and my daughter will be starting preschool in Sept. I want to be available for classroom help or field trips.

  • #2
    If we ever have to reschedule clients due to our not being available for the appointment (this generally NEVER happens) .... we either discount it greatly or do it for free. some people may not agree with this but if it's a client that has been using your shop faithfully for years, in my eyes they are more than worth a free groom, especially if i am the one rescheduling.

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    • #3
      mamabear, if you are discriminate in when you do this you will have no problems. People are nicer than you think. You need to have as much notice as possible and call them the second you know it you need to reschedule. People understand! Just tell them you need to reschedule...don't go offering reasons because people value different things...to them your need may seem insignificant but another reason would be valid. Of course you won't be doing this as a practice, and i would never do it to the same person twice if at all possible. You don't need to go offering discounts or free services when you do this either. Life happens, people understand! Just as you will understand every time a client calls you and tells you they have a drs appt, have to go out of town, etc. You have to be flexible when you are scheduling out months in advance.

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      • #4
        most people will understand and it will not be a problem. i had a family (my dog) emergency and had to leave in a middle of a groom. i brought the dog inside, explained the problem and came back later in the week to finish her.
        Certified Master Pet Tech Pet CPR, First Aid and Care Instructor
        "Compassion will cure more sins than condemnation." Henry Ward Beecher US Congregational Minister 1813-1887

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        • #5
          I am not mobile, but when I've had to reschedule due to illness, I've never had anyone upset about it and never do I groom for free! no discount either! I have bills to pay too! Don't start anything you might regret later. word from the wise lol

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          • #6
            Most people(especially a regular) are very understanding about rescheduling if it is something unavoidable/unplanned. Try to get them in within the same week if possible and everybody's happy. I had a situation come up during a regular's apointment time. I hadn't missed their every 3 week appointment for a year.. they knew I'd get them in! I did..

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            • #7
              I had to reschedule when I got a call from my neighbor that my dog was loose...this has NEVER happened and I was crying and thinking I would find him flat in the middle of the road. I called the client, our first appt btw!, and was totally honest with her. She was sooo understanding and said she would be the same way. I called her when we found him, and offered to come on sunday, my only day off. She was happy to just rebook the following week. (My dog got out because our front door shut but didn't latch, so it had to be locked. My hubby or roomie left it open, and out he went. He was seen at the park, but by the time we took a break from looking for him, he had been laying in the shade on the porch, waiting for us. I believe he was there all but a few minutes of our searching!!! I tell you what, the moment we got home, that door was fixed!)

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              • #8
                Stuff Happens

                My clients are FANTASTIC! I have had quite a few things pop up in the last few years: Knee surgery, My mother-in-law passing, My hysterectomy, other personal illnesses as well as my daughter's. Most of my clients were totally understanding. I do a great job, and show up when I tell them I will. If something pops up, I let them know as quickly as possible so that I can reschedule them right away. We are human and things happen. If a client cannot understand that, they can go elsewhere. In the past three years, I have only had to let go of three clients who were put off from my rescheduling. And you know what, they were probably my most demanding and stressful clients. I can honestly say that my client list right now is fantastic. They are more like family than clients. Some even had tears in their eyes when I came back after my most recent surgery. It's an awesome feeling.

                So don't stress. Things happen. Give your clients as much notice as possible and reschedule them as soon as you can. And, DO NOT give away your grooms!

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                • #9
                  As most have said...stuff happens...I have almost all of my mobile clients pre-booked...but...if I need to slide things around I'm honest and just call them and ask what will work for them? I usually have one or two options to offer, but I still touch bae.They have the same problem, sometimes they have to re-shuffle things. I guess it's kind of like the table is turned, when we as groomers have to cancel a a day...but it happens.

                  Being mobile seems to find me with more contact with clients and it's a lot easier to slide things around for me and them.

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                  • #10
                    Originally posted by puppystylist View Post
                    Most people(especially a regular) are very understanding about rescheduling if it is something unavoidable/unplanned. Try to get them in within the same week if possible and everybody's happy. I had a situation come up during a regular's apointment time. I hadn't missed their every 3 week appointment for a year.. they knew I'd get them in! I did..
                    Yeah. I would just let her know that due to family stuff you are changing your hours and will work with them on another day/time. I think sometimes we get ourselves worked up about things that our clients see as no big deal.

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                    • #11
                      If you are pre-booked out for a long period of time, it can be difficult finding where to put them :-)

                      When, we had to reschedule the first time I added 1-2 clients on to each day... yes, it made for long days for the whole week but everyone was happy.

                      On the second time we had to reschedule (because of HORRIBLE tornado weather), I just pushed everyone of them to Sunday and switched my days off :-)

                      The biggest rule... don't lie, tell them the truth: 'My daughter has the flu and needs Mommy today" or "My daughter has a field trip and I want to be with her on this special day".

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                      • #12
                        It happens and my son was sick for 2 days. I got lucky my husband was home the first. I leave open the bulk of my Saturdays for emergencies. Even if i had to, I would work Sunday morning to make up. People do understand.
                        Stress is nothing more than a socially acceptable form of mental illness.- Richard Carlson

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                        • #13
                          Clients do understand. Just this monday I had a Dr.s appt. and they sent me to the hospital and kept me over night. I had to resq. 6 clients w/no advance warning. Everyone was very understanding. Like others have said, stuff happens. That is the one draw back of being the only groomer.

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                          • #14
                            Oh yeah - I forgot -

                            I need to be able to keep a flexible schedule. I will pencil in all of my appointments for the next few months. But, I only let my clients have their next appointment date when I am dropping Fifi off. This way, if I need to reschedule it, it is an easy fix. Also, almost never give a client a consistent day of the week. I keep it changing so that if I have to reschedule them, it does not look like I did.

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                            • #15
                              I value my time and my clients as well. I don't reschedule unless there is no other choice. (weather, mechanical problems with the van, sick etc) When I have to reschedule a client for anything other than weather (they can see that for themselves and know I am not useing an excuse) I give them a 10% discount as a "thank you for understanding". This way, my clients KNOW I appreciate and respect their time.

                              I charge a $10 fee for appointments canceled without 24 hour notice as I want my clients to respect my time. It is only fair that "I" also respect their time. 10% is nearly always less than $10, but I have never had anyone complain. Most are really thankful that I showed appreciation for their time. Believe me, this simple gesture of gratitude has earned me a ton of referrals as well as some very loyal clients.

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