Anyone else get a lot of no-shows?

C. Charles Hahn

C. Charles Hahn

CCH Auto Appearance, LLC
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....:huh:
 
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.
 
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.
 
TexasTB said:
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.
Click to expand...

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.
 
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
 
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.
 
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.
 
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.
 
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
 
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 :)
 
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.
 
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. :mad:

Looking back, I'm sure it was one of my competitors being an :ass.

Troy
 
TexasTB said:
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.
Click to expand...

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


Stalking.........................:yay
 
Troy@DetailCity said:
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. :mad:

Looking back, I'm sure it was one of my competitors being an :ass.

Troy
Click to expand...

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:cool:
 
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