Cancelling appointments

MAXSE2kMT · 10-04-09, 07:30

First, I work full time, so detailing is my weekend hobby which I'd like to develop into a proper business at some point. Right now my dilemma is that I have one potential client that wants a 2-3 step correction done on his new 335 BMW. The problem is this is the 3rd time he has scheduled an appointment and then canceled the day before. Since I only do this on the weekend I usually have cars booked ahead of time and can really only do 1-2 cars a day at most especially if they want any paint correction done, after all I do it all by myself. When he cancels on me he is taking away business from me that I could have booked in his place. Should I make him put a deposit down to stick to his appointment? It's getting frustrating and I actually look forward to working on the car. On top of it he is slightly more than an acquaintance, but not a good friend so I don't want to make too big of a deal of it and potentially lose any business from him and his car enthusiast friends. How should I go about this? Thanks for the help, it is greatly appreciated and sorry for the long post.

Cliffs: I only detail on the weekends. Client keeps canceling on short notice costing me potential work and money. What should I do about it?

agpatel · 10-04-09, 07:50

Let him know if he cancels again without 72 hr notice it will cost him 1/2 the detail price.

Brandon1 · 10-04-09, 02:56

Personally I would just be very up front with the situation. Tell him exactly what you just told us. If he still gripes after you being up front and honest, then you really dont want his business anyway.

Jean-Claude · 10-04-09, 03:26

Tell him your situation and let him know that you'd love a chance to get his car looking awesome but the multiple cancellations have hurt you.

"Mr. *********, what's done is done and it's behind us. But from now on, canceling without x-hours head notice will result in a $50 charge. Please understand that $50 for the amount of cars I can't detail is not good money for me but I can't continue to lose money across the board. I hope you understand and look forward to getting started on getting your car looking awesome!"

Something like that. $50 isn't so much that he feels like you're trying to make a killing and do nothing. But it isn't so little that he scoffs at the idea of canceling without proper notice.

There's no guarantee that he will accept it, but if he doesn't then refuse to detail his car. Stand your ground. You know what your time is worth. If you keep allowing this to happen then what will keep him from doing it and costing you $500 in business and new clients down the road?

yakky · 10-04-09, 03:59

Flakey customer=problem customer, not just in the auto detailing world.

MotorCity · 10-04-09, 06:06

After cancelling on me onoy 1 time I would tell a prospect they can either pay 100% in advance or take their business elsewhere...

Cancelation fees are also a good thing to have in your contract once the appt is booked

VALE TUDO · 10-04-09, 06:16

this is one of the reasons why i dont do details for friends or aquantances. they always waste my time and want to pay nothing.

unleashedfury · 10-04-09, 09:03

I'd require a deposit on a multiple canceller..

Your Cliff notes say it all. 1. You are a weekend detailer. Have a full time job. to support you. Your time is very valuable to you.

2. If its one cancelation I wouldn't have a problem with it I understand money porblems, Scheduling conflicts.

3. His appointment cancellation puts you behind a day where you could have another customer in his slot.

I'd be 100% honest. If he calls you again for an appointment. Be Polite but honest. and firm.

Sir, I understand you want a paint correction done. This is something I can only do on the weekends. Due to my obligations to a Full Time Job. Your cancellations have cost me money because I can't get other clients in your spot in time. I understand unusual circumstances But I need to know that you are serious about having this done. I will require a 50% deposit for my service. When the detail/correction is complete I will accept the other 50%. If he's got money already tied into it, Its gonna really make him think twice about cancelling again.

If he feels that it is unfair, Then he needs to find someone else to pull around. Its not fair to you for someone to cancel repeatedly without proper notice. Thats money out of your pocket for that weekend. Or a potential repeat customer that you could have had in that slot.

WhyteWizard · 10-04-09, 09:46

He's wasting your time and if you keep trying to work with him, you're wasting your time. Like one of the other posters said, the guy's a problem in this area he'll be a problem in others.

I'd be shocked if, when you finally do the car, if you ever do the car, the guy treats you decently and doesn't pick you to pieces and try to get some kind of discount.

When the sign says, "Creep show ahead" go another direction.

Robert

todd@bsaw · 10-05-09, 07:43

I am in the same situation as you and this is my cancellation policy:

I require a 48h notice for all cancellations.
If you cancel without a notice of at least 48 hours, there will be a $50 deposit to reschedule. If the appointment is a no-show or cancels the day of the appointment, the detail must be paid in full at the time of rescheduling.

My time is valuable and I've been jerked around in the past enough that I don't take it from my clients and I let them know it. Good customers will understand this and I have had many pre-pay for their appointments to reserve a time slot.

mose · 10-05-09, 08:04

I am a "weekends only" detailer as well. I have been lucky to have had only a couple people either cancel or just plain not show. A cancellation fee is fine but, if they aren't showing up for the detail, how do you get the to pay for the cancellation fee? Tack it onto when they finally do show up for the detail?

AeroCleanse · 10-05-09, 08:09

Quote:

Originally Posted by VALE TUDO

this is one of the reasons why i dont do details for friends or aquantances. they always waste my time and want to pay nothing.

I do details for friends, mostly as gifts though.