Same goes on the other side of the fence, when a client cancels last minute. They don’t owe the provider anything. (Although, they may not get a second chance with the same person.) As for the third cancellation, you should move on to a different provider is the common tired comment often stated when a cancellation happens more then once on this board.
On-the-other-hand, suppose in running a business in working with people (and there is no other business so up close and personal as what providers do), a provider follows a code of ethics in how to conduct herself, in this case towards booking customers and follow through. Does she have a plan and does she stick to it? For instance, a more desirable and lucrative client comes along same time, enough motivation to cancel last minute with first client, even if it has happened several times. So, then it becomes habit and works for short term gain, but loses in the long term gain. Everyone should take notice that customers feel important and don’t like to be snubbed more then once. If they are, they’ll likely tell others, as this OP will PM her name.* (It's human nature.)
Yes, life does happen and it could be health reasons and emergencies that require more attention, so a gesture in a cancellation can be in a discount or extra time next time around, or visa versa, from a customers’ perspective a cancellation fee paid on next visit. Both scenarios make for better business practice that will benefit the provider more in the long term then the short term. And in the case of the customer cancelled last minute, a gesture of compensation can make the customer feel valued as the provider recognizes his importance. (And, for simplification, from both sides, talking about respectful, reliable and honest types here.)
Win some/lose some, such is the ebb and flow in life. Those that follow a flighty how I feel/what’s in it for me short term approach and lack the discipline of a long term value the profession and the customer that is the first in line—I wonder which approach will be most financially beneficial down the road? I bet the more disciplined value the customer long term plan (go the coupon route in fairness if last minute cancellation) wins out over the short term all I can get flighty behavior.
A behavior that is disciplined towards keeping appointments and being on time is so unseen in advertising and reviews (note: Positive reviews are after the fact), but time will tell who is more professional then others over time. (That's why discussion boards may be just as valuable as reviews.) Those that have their act together deserve the very best.
*I’m not VIP, so I won’t know.
-- Modified on 11/15/2015 8:46:50 AM
-- Modified on 11/15/2015 8:47:46 AM
-- Modified on 11/15/2015 8:53:15 AM
