Anyone else get a lot of no-shows?

**C. Charles Hahn** · 03-22-2007, 09:31 AM

Seems like lately I`ve been getting a bunch of no-shows for detail appointments; people who call, sound really enthused about getting the job done, and then I never hear from them again. It seems to me that people could at least have the courtesy to call and cancel if they aren`t going to be able to make it, but to just leave me hanging isn`t good at all.

Anyone else seeing more of this lately, or just getting a lot of this in general? Any ideas what I can/should do about it? I still have to wonder if my not being willing to quote prices over the phone to people has anything to do with it....

**joyriide1113** · 03-22-2007, 10:15 AM

On top of the fact that some people are inconsiderate, a lot of folk are very apprehensive about calling due to fear of the joe on the otherline gettting angry or pressuring them into the appointment.

**Tex Star Detail** · 03-22-2007, 10:22 AM

Last year was bad for me. I think I am on that path this year as well. So far, I had about 4 no-shows this year. One was a good amount of money as well. The I have had the last minute cancels. You know, the ones that call and cancel when you are already on your way...
If I am close, I still drive by.

**C. Charles Hahn** · 03-22-2007, 10:35 AM

Originally Posted by TexasTB

Last year was bad for me. I think I am on that path this year as well. So far, I had about 4 no-shows this year. One was a good amount of money as well. The I have had the last minute cancels. You know, the ones that call and cancel when you are already on your way...
If I am close, I still drive by.

I don`t so much mind the ones who cancel at the last minute as long as they call. That way I can at least ask if they want to re-schedule or what the problem was (in case it was something I did to cause them to want to cancel). I just don`t like sitting at the shop wondering what`s going on and why they aren`t there.

And joyride, I hear what you`re saying about being pressured; but personally I don`t think any good business should "pressure" the customer. I`ll ask if they want to re-schedule, sure, but I`m in no position to pressure anyone. If they want the job done badly enough, they`ll tell me so. My complaint is just that people shouldn`t tell me they want the job done and then never come to get it done.

**Beemerboy** · 03-22-2007, 10:48 AM

Since I only do this on the weekends I make it a point of calling to confirm...When I book the appt I tell them that their car is the only one that I will be working on that day...that sets some presentence....ask for the best number to reach them at....mostly that`s cell...then call the day before and leave a message...I`m calling to confirm tomorrow, and unless I hear from you today I will be there at or expect you at (insert time)

I don`t have that many no shows any longer but in the start I don`t think that some took me seriously...Also don`t make a causal style to your appt...the customer should understand this is a business for you...I found in the start that some would say on a Tuesday...can you detail my car? sure this Saturday? Then they would say lets talk on Friday...and then I can`t get them on the phone or they say I have something else to do....I stopped that...now if someone dose that to me...its either a firm date and time, or I tell them that unless I can get that then to call me by Friday and see if I still have space...I then go out looking for others that will confirm that space

**kgb** · 03-22-2007, 01:08 PM

One thing you must do is let the person know at the time of the appointment that if they can`t make it to call you and let you. A lot of folks figure if they don`t show up it is no big deal because you will just do the next car. Some don`t realize that you might have a few hours of open time until the next detail. And some people are just inconsiderate morons.

**Brenton** · 03-22-2007, 05:13 PM

My no calls go on the list: NO DETAILING FOR YOU.

KGB is right. But, they will always happen. Som things I do:
1. Get a very specific appointment time, so after 15 minutes (if I`m slow, longer if I`m busy) I call.
2. Get emails for reminders the day before.
3. I mark people down with a code for "loopy" that I call the night before.
4. I always have some paper work or shop work to do while waiting.
5. I have a list of people to call when we are slow or have a cancellation. At first, I make dealers think I`m always busy, but I`m doing them a favour to get them in. But once they are established, a phone call sale for a car "right now" usually works. This works for many commercial clients, as well as some of my retired/work-at-home regulars.

Sorry it is happening. I`ve had $1000 of cancellations/no-shows one month. Ugh.

**RTexasF** · 03-22-2007, 05:56 PM

I also call the day before for confirmation... both home and cell. Not to be a pest but I`ll continue until I get to talk to a person not a machine. Although it`s not often, if someone stings me with a no show they couldn`t get me to do their car with 10 bars of Ferengi gold pressed latinum (any Deep Space 9 fans here?) When you deal with a bum it helps you appreciate the folks that are timely and courteous.

**Troy@Protekt** · 03-22-2007, 07:31 PM

I still struggle with people re-scheduling or cancelling on me. Especially the ones that do it the night before. I am not one to spend time with reminder phone calls or try to charge them for time wasted.

I have a few clients who consider my time less valuable than theirs. I use to just drop clients like that but now I find ways to get them to make it up to me. For example, I have one lady who we take care of her 2 cars every other week. So if I come and she is not there. I just spend extra time on the other car and charge her the same.

Troy

**Poorboy** · 03-22-2007, 08:14 PM

I can`t recall too many cancellations, but you could charge a cancellation fee if little or no notice is given.
Like Troy said, you could just drop them and in the long run it will be their loss

**TrueDetailer** · 03-22-2007, 08:45 PM

Thats just part of the business. I`m mobile and it really gets to me when i show up and i get no answer at the door. Or when i show up at a office and i get a sap story about the car being gone. These people are put on my black list.

**Troy@Protekt** · 03-22-2007, 08:52 PM

Anybody have someone set-up a bogus appointment?

I had a guy call me a couple years ago and set-up a detail for a Saturday morning and gave me the address and spent time asking me a bunch of questions about what I do for what I charge etc... I showed up that morning to an empty house that was for sale. Tried calling the number and no answer.

Looking back, I`m sure it was one of my competitors being an

.

Troy

**Squirtgun** · 03-22-2007, 10:35 PM

Originally Posted by TexasTB

Last year was bad for me. I think I am on that path this year as well. So far, I had about 4 no-shows this year. One was a good amount of money as well. The I have had the last minute cancels. You know, the ones that call and cancel when you are already on your way...
If I am close, I still drive by.

There is a word for that...........

Stalking.........................

**Beemerboy** · 03-23-2007, 09:17 AM

Originally Posted by Troy@DetailCity

Anybody have someone set-up a bogus appointment?

I had a guy call me a couple years ago and set-up a detail for a Saturday morning and gave me the address and spent time asking me a bunch of questions about what I do for what I charge etc... I showed up that morning to an empty house that was for sale. Tried calling the number and no answer.

Looking back, I`m sure it was one of my competitors being an

.

Troy

Just what I was thinking...I call the other shops / stop in just to see what they are doing and charging....but would not ever book an appt...that`s just wrong!......gets back to what I said about calling the day before....you could have saved yourself the trip