Dealing with Last-minute Cancellations

jarred767

jarred767

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So, I know that it's been brought up before on here, but just curious if anyone has any new thoughts/ideas/processes on how you go about customers canceling on you?

I always call my appointments the day before to give them a reminder (unless they booked in the last 48 or so hours), so yesterday afternoon I call my appointment for this afternoon (full interior detail on an SUV ~$200). No answer, so I left a voicemail and requested a call or text back. Didn't hear anything, so I call again this morning and no answer so I leave another message.

Then at about 12:30 this afternoon (1.5 hours before I'm supposed to be there) they call and say that they actually cleaned it up themselves over the weekend and didn't need to have it done anymore :wow: :doh: :bat: :bash: :bash:

I don't really have a choice in that situation but to say okay, and move on. I know that getting upset with them doesn't solve anything and only gives them an opportunity say something negative about me online or to their friends, thus hurting my reputation. It just sucks because it's so last minute and there's very little chance that I can get a new job in that quickly, and therefore I'm just out $200.

Is there a better way to deal with this in the moment? And do you guys do anything that helps avoid this happening?

Thanks guys!
 
I have a similar process as you. Where I will call the day before and if no answer then voicemail. I do not however, call back again. There is a fine line between reminding and bothering and I feel multiple calls cross that line.

The only way to possibly maneuver around this is if you do an estimate. If you do estimates and they sign on the line, you could include a disclaimer stating that cancellations or no answers will result in an $x fee. However these documents are not always legally binding, and you run the risk of having a bad rep. Also the legal fees could not even make enforcing such a policy financially viable.

It's a tricky situation we have all been in. Best bet is to move on and of they call again in the future add 10% to their bill :D
 
Good question, i would try offering another client that spot if you happened to have one following this one. Still out the $ but can make it better for the customer that is available. However, i wouldnt state you had a csncellation as that could make it seem like something is wrong with you or the service. Id state that your ahead of scheduleabd can get to them sooner if they would like!
 
You live in Oregon right? On the last episode of Dexter, wasn't he in the pacific North West working as a logger? I'm just saying.......
 
There's really no other way to deal with it than to just move on. Yeah you can charge them a fee and all this other paperwork, but that will just scare off customers from using you in the future. Cancellations are going to happen, it's the hard part of having this job. It's best to tell them to have a nice day and move on.
 
Unfortunately this is just a crappy part of our work. Every single business in the service industry deals with the same thing on a daily basis.

Usually I book 2 weeks or so in advance, so I will ask my clients if I have a cancellation, would they like to get in sooner? Most jump at that so I have a list ready if I get a last minute cancellation.

More than a couple of times I have filled in a cancellation at the last minute with a good appointment.

Its not an ideal solution, but the only one I've found to hedge my schedule against last minute cancellations.
 
North26 said:
I have a similar process as you. Where I will call the day before and if no answer then voicemail. I do not however, call back again. There is a fine line between reminding and bothering and I feel multiple calls cross that line.

The only way to possibly maneuver around this is if you do an estimate. If you do estimates and they sign on the line, you could include a disclaimer stating that cancellations or no answers will result in an fee. However these documents are not always legally binding, and you run the risk of having a bad rep. Also the legal fees could not even make enforcing such a policy financially viable.

It's a tricky situation we have all been in. Best bet is to move on and of they call again in the future add 10% to their bill :D
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So if you don't call back a second time and don't hear back from them, do you just show up anyways, or do you just assume that they're canceling? I usually don't call back a second time, but that's because people usually return the first call.

onsite said:
Good question, i would try offering another client that spot if you happened to have one following this one. Still out the $ but can make it better for the customer that is available. However, i wouldnt state you had a csncellation as that could make it seem like something is wrong with you or the service. Id state that your ahead of scheduleabd can get to them sooner if they would like!
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Yeah, usually I try and do that, but with such short notice it can be tough. If they cancel when I call the day before, then I usually will simply bump someone else up and they're happy about it, but with only an hours notice it's a little more difficult.

Billy Baldone said:
You live in Oregon right? On the last episode of Dexter, wasn't he in the pacific North West working as a logger? I'm just saying.......
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Sorry, never watched Dexter, so I'm not sure I'm picking up what you're implying; heard it was good though.

Buff-N-Glo said:
There's really no other way to deal with it than to just move on. Yeah you can charge them a fee and all this other paperwork, but that will just scare off customers from using you in the future. Cancellations are going to happen, it's the hard part of having this job. It's best to tell them to have a nice day and move on.
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Yeah, just a part of the game I guess, it still irks me, especially when there's not a legitimate excuse, or they simply say that they did it themselves 5 days ago and didn't bother to tell me.

VP Mark said:
Unfortunately this is just a crappy part of our work. Every single business in the service industry deals with the same thing on a daily basis.

Usually I book 2 weeks or so in advance, so I will ask my clients if I have a cancellation, would they like to get in sooner? Most jump at that so I have a list ready if I get a last minute cancellation.

More than a couple of times I have filled in a cancellation at the last minute with a good appointment.

Its not an ideal solution, but the only one I've found to hedge my schedule against last minute cancellations.
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Thank Mark, Yeah, I will usually have a list available of people who might be interested in getting bumped up. Back in Seattle this was always the case as I'd get rained on and need to try and bump someone up that had a garage that I could work in. Being that I'm only two months in in a brand new location, the back-log isn't quite there yet, (but it is starting) so I think that's what made this one sting a little extra.

Thanks for the advice everyone, and more so, for listening to me vent. Sometimes it just feels good to get this stuff out when it happens and there's no better place than here on AG. :xyxthumbs:
 
ya that kind of notice would be hard to fill. Not only for you, but the person your bumping up. Unfortunate that this happens, little curtousy is nice so we can plan accordingly.
 
Lol. Sorry if you didn't get it. He was a serial killer of bad people. And for the record, if you watched the show, that joke would have killed.... See what I did there? Wow! too early to be drinking...
 
Had a cancellation mid-week for Saturday the 23rd, back filled with another customer, that customer cancelled, then back filled for a Sunday spot and that customer cancelled the day of. All 3 are friends, was super pissed.
 
I opened the shop 2 months ago and was consistently booked out 2 weeks, first week of this month I was booked out a month. Yesterday I had 2 cancellations and today I had 2 cancellations. I just hired a guy so that I'm not booked out a month or more because of the cancellation issue, and also so that I can take customers the day of etc. Several times a week I get asked if I can do a car that day and luckily Yesterday was one of those days, today might be also. I'm planning on making a "call if cancel" list. Also going to talk to dealerships this next week so that I can at least have filler work for my employee when there's not too much to do.
 
Why not take a deposit? I don't own a detailing business, however I do know about business. If you take a deposit you can clearly state that any cancellation not made prior to 48 hours of the service, you (the customer) will lose your deposit. This way you don't have some Jerk who decides to detail his car the day before his/her appointment and leaves you stuck with your hands in your pants.

At least it will give the customer incentive to do the right thing and give you 2 days notice, this way you can move other appointments up. Just a thought.
 
I am a hobbyist, not a professional, so take my opinions at their worth.

1). Have a policy regarding cancellations, and make sure it's stated at the time of booking the appointment. Most service professionals (dentist, doctors, etc) charge a nominal fee ($50) for appointments cancelled with less than 24 hours notice.
2). Use your discretion when to waive the fee. Life gets in the way sometimes (illness, etc), so be willing to waive the fee for an established customer, or if the customer reschedules the appointment when they make the last minute cancellation. For the first time customer who "took care of it" over the weekend, apply the fee. Time is money, and your time should be respected.
3). Use post cards, or preferably emails, to remind customers of upcomin g appointments AND to reiterate cancellation policy. A phone call a day in advance is great, but it should only be an appointment reminder and not go into cancellation policies. The written word is more powerful and easier to trace.
4). At the time of the initial booking, make it a habit to ask if the client is flexible (i.e. can I call you if I have a last minute cancellation?). This way, if you are booked 2-3 weeks out, you know which clients are worth calling first if you have last minute opening.
5). At the initial booking, find out if the customer is a commuter (i.e. they leave their vehicle at the bus/train station or nearby park and ride). If so, ask for a set of keys. This way, if you have a last minute cancellation, a simple phone call saying "Hi Mrs. Smith, I have an opening today, is it okay for me to grab your vehicle from the train station and get the job done today?" There is nothing better than parking your car at the station and then getting of the train to a freshly serviced vehicle.
6). Use #5 even for those with a regular appointment. This type of value added service resonates with the type of clientele you should be seeking out. They arrive at the train station with a dirty car, and come home to a professionally detailed one. Be willing to retrieve cars from places of business if they work locally, if they do not need it during the course of the day.

Auto detailing is typically a discretionary expense. Show clients respect but expect the same from them. I would not be too concerned about applying a cancellation fee to someone who has little/no respect for your time. They are not the ones you want to be building your business on.
 
I also will give the customer a call the evening before the scheduled appointment. I also will call or text the customer to let them know I am on my way to them.

If I don't hear anything back then it doesn't matter. Once I get to the appointment I set up and start work.
I haven't had to deal with any last minute cancellations before, however I would think it would be very awkward for the customer to have me show up for the appointment and have them blow me off ........

Again, hasn't happened, but you never know anymore.
 
There are options for you, but whether they are right for your business or not is up to you.

If you are always booked out a week or more, I would make it mandatory that you receive a deposit for the future service. If the appointment goes through, that deposit will go towards the service, if they cancel, you keep the deposit. You can also take a c/c number and have it on file, and if they dont show up or cancel with in X hours you charge their card X amount. You obviously have to have this written down, and stated in one form or fashion. It doesnt necessarily have to be signed by them, but it obviously helps. It is so easy to file a dispute on a company to get the charge back, but if you show proof of the policy, and that they knew about it, you will win most cases.

Now with both of those options, you will obviously not close the deal at the same percent, as some will not like that option, but if you are not having an issue keeping a full book, but are having issues with losing income on cancellations.
 
jarred767 said:
So if you don't call back a second time and don't hear back from them, do you just show up anyways, or do you just assume that they're canceling? I usually don't call back a second time, but that's because people usually return the first...
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To elaborate, most of my work is scheduled about a week or 2 in advance. Most of the time I don't do estimates, unless it's a super complicated job. Anyways, when they contact me, after we go through all the normal questions and pricing etc.. I stritly tell them that the day before I will call them with a reminder, if they fail to answer or do not return my call, I do not show up.

99 percent of the time, no problem. The only time I had someone complain it didn't come back to "bite me" because 1 disgruntled person is drowned out by happy customers, before and after pictures, etc.
 
This is what I do and is my business practice and I hope it helps some of you as well.

Once an interested client and myself agree to a package(s), pricing, date and time, an invoice gets drawn up and sent to them, and to myself. (i use quickbooks online and its real easy to do this on that)

On my invoice, it states that any cancellation within 24 hours of appointment time, or a no show at time of detail, incurs a 25 percent penalty of the invoice price.

This does not include cancellations for bad weather as than the detail just gets rescheduled and the date and time is changed on the invoice. This does also not apply to freak accidents, deaths, nature, or other unforeseen and uncontrollable issues to which I use my discretion to determine.


I have found that this penalty for a cancellation has actually been met positively from clients as they understand the lost revenue and time on me and my business. To date, I have only ever had to force the penalty on one client, to which they paid without issue, and even became a repeat customer.

While some of you may not agree with this policy, it works very well for me.
 
Great thread. I've been having this problem. Right now I'm booked until July 1st. Just Last week I had 2 cancel the morning of. Very frustrating. I haven't been taking any deposit but think I will start.
 
Wow after reading all that i feel so lucky! Customers tell me what day they want to do it,and if they dont show im good with it.i dont call and bug them,they will come back when they can,or they call later to reschedule .i just take the next in line.then when they do call i just say,oh i know your busy,come in whenever you can.yea i never know who is showing up half the time,but they do show up daily,lol
 
Well i missed my whole point,let it go,people are people and things happen.keep it all friendly,bite the bullet sometimes and they will keep coming back. Just my old man opinion!!
 
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