What do you do when someone doesn't show?

B

Buick_guy

New member
What do you do when a customer doesn't show up, and doesn't even call? I find that this is really rude, and very ignorant. This is the first time this has happend to me, and I am really peaved, stupid ***!



I wish I could charge them, since I lost funds, and such, because I have to rearrange my whole detailing day, and maybe the week, which really aggrivates me.
 
Buick_guy said:
This is the first time this has happend to me, and I am really peaved, stupid ***!
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Well for starters, maybe you shouldn't do any detailing for this person in the future. You sound pretty mad about it, so it's not a good idea to have any business association with them. It doesn't sound like you'd treat their car like it were your own.



Second, maybe try not to get so upset about it. You've no idea why they didn't show. I'd guess having their car detailed is not the #1 priority in their life. Maybe a family member got sick or hurt or something else came up that they felt was more pressing than having their car washed... ;) :) Give people the benefit of the doubt, especially if you want to make money from them. :wavey
 
I hear ya, just had to push lots of details back today cause of it. I actually had 3 today! Oh well, I'm going to ride over to my school and check if he's there.



I just think he forgot, but I'm just made cause he is my teacher!
 
We call everybody the day before because we book are appointments a week ahead. The chances of a customer comming in once they book their appointment is about 95%. If we get stiffed and they want to rebook an appointment they must leave a non -refundable deposit of 1/2 the detail price.
 
HAHA, I said ok this time, be cause he forgot my number at school, but next time I'm not going to be so understanding if it ever happens again.
 
For you guys who do mobile detail, I think a deposit/bond will make sense, if the estimate is $100, ask for a $50 DP or something, even if it's a $20 downpayment, he'll lose $20 not you. Make sure that you set a deadline as to what time he'll be considered as a "no-show" so you can go ahead and entertain other clients after that time period.
 
theveed said:
For you guys who do mobile detail, I think a deposit/bond will make sense, if the estimate is $100, ask for a $50 DP or something, even if it's a $20 downpayment, he'll lose $20 not you. Make sure that you set a deadline as to what time he'll be considered as a "no-show" so you can go ahead and entertain other clients after that time period.
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99% of people would not go for that initially but if they are a customer who has already pulled a no show, than that can be a condition to set another appointment.



I had one customer no-show twice sandwiched between several appointments he did keep and after the second time, when he called again, I didn't call him back. He lives in the same neighborhood as a couple other customers whose cars I do every week and he drove by and asked why I hadn't called him back and I told him. He then apologized and paid me in advance to detail his Mercedes and told me to get to it when I could. I now clean his cars weekly and he still pays in advance for 3-4 weekly washes. Sometimes it ends up turning out pretty good!
 
Sometimes there are circumstances beyond your client's control, such as a death in the family, sudden illness, home/family emergency, etc.



It does happen on ocassion, just reschedule!



Now, let's look at the flipside of the equation...



You have to cancel on your customer because something came up. Do you just not show, or do you give them a courtesy call and explain that something has come up beyond your control?



I have had to cancel details due to extenuating circumstances (such as being held over for fire/ems/hazmat incidents, catching an overtime tour of duty, or being called in off duty for incidents prior to picking up the vehicle).



I do call to verify the appointment the day before, and I follow up with a call to ask them if everything was to their satisfaction. A little courtesy goes a long way and means $$$$!
 
Yup, called him yesterday and he said, Oh sorry, I forgot. I then said that I had to hold off 2 other customers since, I was waiting for him to show up. I asked why he hadn't called, and he said, " oh I didn't feel like it." I then told him that if he didn't want his car done, just let me know. He said, " oh I do, but this time I'm going to give you 20 bucks just so you can be guaranteed. I was then happy, and explained that it happens, but next time please call.



I still think it was kinda ignorante of him not to call.
 
Hey Buick_guy



If he is one of your teachers, you could refuse to hand in any assignments until he shows up.



Oh, wait a minute. That might not work.



Seriously, I think the message is that 'no-shows' are part of the trade. Nobody likes it, but they will always be there. Protect yourself the best you can and get over it.



Chow
 
We're just busy enough that we are 'thankful', for no shows! Really!



The 'break' gives us time to put the shop back in order, which we never have time to do...



We're not Doctors, so we don't bill for missed appointments. My opinion is simple: you can't do anything. Simple.



Jim
 
I agree, its just business. If you let it get you angry then you're not going to be successful. Customers are inconsiderate, arrogant, self important. Thats the definition of customer. Dealing with that is part of being in a customer service related industry. I had a weekly wash cancel on me today, she went out to play golf instead. If I hadn't called at 4 to confirm for 6:30,like it is every week, I'd have been sitting there all night. Oh well, no skin off my nose I got to go out to dinner with my fiance instead. She rescheduled her wash for sometime Saturday. I don't like working weekends, but again, thats business.



So basically what we're trying to tell you is, thats business ;)



I'll tell you one thing, actually dealing with clients and customers regularly has opened my eyes. I now try and go out of my way to be as kind, friendly, and punctual when I'm the customer as I possibly can. People are downright rude and inconsiderate and there's just no call for that.
 
I'll tell you one thing, actually dealing with clients and customers regularly has opened my eyes. I now try and go out of my way to be as kind, friendly, and punctual when I'm the customer as I possibly can. People are downright rude and inconsiderate and there's just no call for that.
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Agreed! I had a cool job working almost entirely with tourists and I really learned to cope with the nastiest people. I had a lot of fun and what I've learned is to just dismiss the anger and ignore the jibes. At the end of the day they have to live with themselves and you have to live with their money : D
 
Communication skills is a art form

The Costumer is always right

Doing that 110% is a most

knowledge is power





I had to go to 3 tires shops to get my tires properly balanced

First tire shop tried to sell me everything under the sun, charged me $$$$.

The second shop said I had a tire that was 0.5 out of balanced and said I needed a frontend work bull$#$*@ Charged my $$$$

I felled so ripped off I was pissed, spending all that $$$$ for nothing, I had to drive hunderds of miles of vibration

The third tire shop looked at my tires with detail and found out I had a bad tire that was oval shaped, problem fixed and they had a costumer for life.

It was that 110% of service that fixed my problem when that tire shop that had the knowage to know what was wrong



Moral of the storie

consumers do get ripped off not deliberately but by unknowledgeable professionals that just do that 100%
 
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