Groomers

[Clyde]

Sitting here waiting for a $95 job to show, expected at 10am.

It's got me thinking that I'm usually pretty blase about people turning up, one of my worst regular offenders is a beautician who I know charges a no show fee, yet always manages to stand me up. So it got me thinking if groomers did this?

I think I'd like to, but couldn't bring myself to do it.

[Blue Fox 001]

I had two no shows on the weekend and it has got me thinking as well. I know overseas they often take a booking fee eg. if they have no showed before, when they rebook they pay a nominal amount eg. $25 to book, then if they no show you keep the money and if they do show it gets taken off the bill. This sounds all good if you can take a credit card transaction over the phone when they book, I can't and I can't see anyone come in to pay a deposit before the appointment and wouldn't like to ask them to either!

Lots of salons also ring the night before as a reminder, I haven't started this and don't want too, but if I find people are forgetting then perhaps I will have too. Both my appointments on the weekend had only book during the week so how one managed to forget completely is beyond me The second was in hospital and has rebooked for this weekend so I suppose I forgive her for that - I imagine ringing the dog groomer was low down on her list!

I can't see myself ring someone who has forgotten and asking them to pay full price - like you I just couldn't do it. If it was happening often I think I would look more into the credit card booking fee. We would also use it for the kennels to take perhaps 1/2 of the boarding fee up front if it was a long stay, but again most people have been really good and not cancelled at late notice so no need to yet.

[Dogsfevr]

No we dont take fees BUT if they phone to book in we dont squeeze them in or we do mention as you didnt turn up last time & didnt cancel could you do so in future.

If we had a consistant client like the one you have we wouldnt do it anymore,it isnt worth the hassle.

We often find the no shows are the firt timers or the one who sound suss over the phone which we will note in the book.

The genuine ones will often call apologizing

[4 Paws]

I used to always ring the night before(if it was booked any more than 2 days beforehand)to confirm .I have a mobile taht has free calls between 7-8pm so used to take advantage of that so it didn't cost me anything

[JulesP]

I was mobile but still had the odd 'no show'. If they did it once I let it slide, it they did it again then I just didn't do their dogs again.

[roxyporsha]

i used to do the two strikes and your out if people had no show with no call twice in a row the they were band from the salon ie. black listed. If they called it was fine but when they did come i would charge them the higher quoted rate ie. i quote Between say $35- $45 i always quote a between that way i can charge the extra with no problems.

[becks]

I just stop having time to book in clients who don't turn up without a very good reason.

[Clyde]

She turned up as soon as I hit reply. She thought it was a 10.15am booking which I often do, and her little one was home sick from school.

If a booking was made more than 8 weeks prior I do send a text message, and also to a couple of my 4wk'ers who have a terrible memory they get reminded too. I dont really want to flick the beautician as she is a direct neighbour but it blows my mind how inconsiderate she is.

I have a couple of regular late payers which drives me mad but I know if I flick them that the dog will simply not be done and I get attached to my regulars so keep doing them for the dogs sake. They are dogs who live near each other so I drop them both home as owners aren't there.

This summer I'm going to be ruthless (maybe :rolleyes: ) as I can afford to flick clients, it's just hard where I live - everyone knows everyone......

[WreckitWhippet]

I think some people forget that you are running a business not a charity.

:rolleyes:

[Ari]

I think some people forget that you are running a business not a charity.

Exactly. The ones that dont forget just plain dont care.

A month or so ago I had $800 worth of no shows in a two week period (yes I burst into tears that week! First time I've ever cried over the business ). Only 1 was a new client and she was the only one that did actually have an emergency. Everyone else was fairly regular. Half of the people I've now flicked. The others are getting another chance. It really is hard when they know other clients.

One person who I DID ring 2 days before her appointment as she has no showed once before had the nerve to tell me "well...We're starting a business and I needed to go into work. You know how it is, you run a business". :p ;) Gosh I wish I had thought of finding out where the business was so I could get some revenge!!

[Dogsfevr]

Where not charitable anymore & it is working very well .You pay on pick up .No money then we send them off to the ATM machine.

To many people just presume if your nice once it can happen again & again.

We dont text,phone or anything else,they are handed a date sheet so they have no reason not to forget or phone.

We have found the users dont bring business but the good clients are great with word of mouth & that is what its all about.If you have regular no shows you lose income & i very much doubt there handing your name out .

Give them the flick & bring in a new clientale that stay & bring new with them

[LoremIpsum]

Just butting in here — I'm no groomer, and I have a Lab puppy so I've never even been to a groomer. But as a consumer of similar services, I would say that a text message the day before would actually be quite helpful. There are some sites on the internet where you can send free sms from computers to phones, I think. Blue Sky Frog is one, although apparently "Free sms from BlueSkyFrog" or some such slogan will appear at the end of the message, and you have to put up with getting a monthly newsletter for them. I'm with Vodafone, and I can send web to phone messages for 25cents each, deducted from my account. Which would be easier than punching them out with your thumb, and only set you back a dollar or two a day.

Also, from my perspective, I wouldn't expect to be billed for dog grooming. It's like the hairdresser — you pay in full at the end of the session. If I turned up without the money, I'd be very embarrassed, and happy to toddle apologetically off to the ATM.

Do you have appointment cards? They might help. I think it's perfectly acceptable to remind people when they book a slot that they should call you if you can't make it. A fairly chummy, "I know you're not like this, I've had some problems with other people who book and don't show..." might encourage your clients to stay on your good side and let you know if they're going to cancel. If you do have appointment cards, next time you get them reprinted include: "Please ring us on xxx if you need to cancel your appointment."

What I don't think you can do is charge a cancellation fee. To me, it simply seems way to hard to implement, and not great business sense. You'd be chasing up those fees, your clients would avoid you, etc, etc.

People are awfully rude. Including me. I stood up the dentist the other day — they have a waiting list of two months, so by the time it came around...

Good luck.