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Super Member
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Re: Dealing with Last-minute Cancellations
I have a similar process as you. Where I will call the day before and if no answer then voicemail. I do not however, call back again. There is a fine line between reminding and bothering and I feel multiple calls cross that line.
The only way to possibly maneuver around this is if you do an estimate. If you do estimates and they sign on the line, you could include a disclaimer stating that cancellations or no answers will result in an $x fee. However these documents are not always legally binding, and you run the risk of having a bad rep. Also the legal fees could not even make enforcing such a policy financially viable.
It's a tricky situation we have all been in. Best bet is to move on and of they call again in the future add 10% to their bill
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Super Member
Re: Dealing with Last-minute Cancellations
Good question, i would try offering another client that spot if you happened to have one following this one. Still out the $ but can make it better for the customer that is available. However, i wouldnt state you had a csncellation as that could make it seem like something is wrong with you or the service. Id state that your ahead of scheduleabd can get to them sooner if they would like!
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Re: Dealing with Last-minute Cancellations
You live in Oregon right? On the last episode of Dexter, wasn't he in the pacific North West working as a logger? I'm just saying.......
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Regular Member
Re: Dealing with Last-minute Cancellations
There's really no other way to deal with it than to just move on. Yeah you can charge them a fee and all this other paperwork, but that will just scare off customers from using you in the future. Cancellations are going to happen, it's the hard part of having this job. It's best to tell them to have a nice day and move on.
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Super Member
Re: Dealing with Last-minute Cancellations
Unfortunately this is just a crappy part of our work. Every single business in the service industry deals with the same thing on a daily basis.
Usually I book 2 weeks or so in advance, so I will ask my clients if I have a cancellation, would they like to get in sooner? Most jump at that so I have a list ready if I get a last minute cancellation.
More than a couple of times I have filled in a cancellation at the last minute with a good appointment.
Its not an ideal solution, but the only one I've found to hedge my schedule against last minute cancellations.
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Super Member
Re: Dealing with Last-minute Cancellations
Originally Posted by North26
I have a similar process as you. Where I will call the day before and if no answer then voicemail. I do not however, call back again. There is a fine line between reminding and bothering and I feel multiple calls cross that line.
The only way to possibly maneuver around this is if you do an estimate. If you do estimates and they sign on the line, you could include a disclaimer stating that cancellations or no answers will result in an fee. However these documents are not always legally binding, and you run the risk of having a bad rep. Also the legal fees could not even make enforcing such a policy financially viable.
It's a tricky situation we have all been in. Best bet is to move on and of they call again in the future add 10% to their bill
So if you don't call back a second time and don't hear back from them, do you just show up anyways, or do you just assume that they're canceling? I usually don't call back a second time, but that's because people usually return the first call.
Originally Posted by onsite
Good question, i would try offering another client that spot if you happened to have one following this one. Still out the $ but can make it better for the customer that is available. However, i wouldnt state you had a csncellation as that could make it seem like something is wrong with you or the service. Id state that your ahead of scheduleabd can get to them sooner if they would like!
Yeah, usually I try and do that, but with such short notice it can be tough. If they cancel when I call the day before, then I usually will simply bump someone else up and they're happy about it, but with only an hours notice it's a little more difficult.
Originally Posted by Billy Baldone
You live in Oregon right? On the last episode of Dexter, wasn't he in the pacific North West working as a logger? I'm just saying.......
Sorry, never watched Dexter, so I'm not sure I'm picking up what you're implying; heard it was good though.
Originally Posted by Buff-N-Glo
There's really no other way to deal with it than to just move on. Yeah you can charge them a fee and all this other paperwork, but that will just scare off customers from using you in the future. Cancellations are going to happen, it's the hard part of having this job. It's best to tell them to have a nice day and move on.
Yeah, just a part of the game I guess, it still irks me, especially when there's not a legitimate excuse, or they simply say that they did it themselves 5 days ago and didn't bother to tell me.
Originally Posted by VP Mark
Unfortunately this is just a crappy part of our work. Every single business in the service industry deals with the same thing on a daily basis.
Usually I book 2 weeks or so in advance, so I will ask my clients if I have a cancellation, would they like to get in sooner? Most jump at that so I have a list ready if I get a last minute cancellation.
More than a couple of times I have filled in a cancellation at the last minute with a good appointment.
Its not an ideal solution, but the only one I've found to hedge my schedule against last minute cancellations.
Thank Mark, Yeah, I will usually have a list available of people who might be interested in getting bumped up. Back in Seattle this was always the case as I'd get rained on and need to try and bump someone up that had a garage that I could work in. Being that I'm only two months in in a brand new location, the back-log isn't quite there yet, (but it is starting) so I think that's what made this one sting a little extra.
Thanks for the advice everyone, and more so, for listening to me vent. Sometimes it just feels good to get this stuff out when it happens and there's no better place than here on AG.
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Super Member
Re: Dealing with Last-minute Cancellations
ya that kind of notice would be hard to fill. Not only for you, but the person your bumping up. Unfortunate that this happens, little curtousy is nice so we can plan accordingly.
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Re: Dealing with Last-minute Cancellations
Lol. Sorry if you didn't get it. He was a serial killer of bad people. And for the record, if you watched the show, that joke would have killed.... See what I did there? Wow! too early to be drinking...
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Super Member
Re: Dealing with Last-minute Cancellations
Had a cancellation mid-week for Saturday the 23rd, back filled with another customer, that customer cancelled, then back filled for a Sunday spot and that customer cancelled the day of. All 3 are friends, was super pissed.
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