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Groomed For A Cancellation

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(I run a mobile dog grooming business so I go to people’s houses and groom their dogs in the back of my van. It is my last client for the week. I get to the house and knock on the door; no answer. She’s a fairly regular client so I decide to give her 5-10 minutes. I set myself up and potter around before calling her and having the following conversation…)

Client: “Hello?”

Me: “Hi, [Client], it’s [My Name] the dog groomer. We have an appointment today at 2:30.”

Client: “Oh, hi, I didn’t get a reminder text; I was waiting for it to cancel our appointment.”

(My booking software automatically sends out a reminder text 24 hours in advance of the booking. Occasionally it does stuff up and not send a text.)

Me: “Oh, I’m sorry. It should have sent automatically. But you were waiting for the text to cancel the booking?”

Client: “Yes, I couldn’t remember when it was but I decided last week to let the dogs fur grow a bit longer before getting it cut.”

Me: “So you’d already decided to cancel the appointment?”

Client: “Yes, but I didn’t know when it was.”

Me: “So you were waiting until less than 24 hours before the appointment to cancel because you didn’t know when it was even though you had already decided last week to cancel it?”

Client: “Yes…”

Me: “In the future, please let me know as soon as possible if you want to cancel an appointment. It’s hard to fill a spot with less than 24-hours’ notice so I lose income from not working when I could be. If it happens again I will have to charge a cancellation fee.”

Client: “But I didn’t know when the appointment was!”

Me: “But you knew a week ago you wanted to cancel the appointment regardless of when it was?”

Client: “Yes!”

Me: “So you could’ve texted me a week ago and cancelled?”

Client: I suppose… but I didn’t know a week ago when the appointment was.”

Me: “But you knew you were going to cancel and were perfectly capable of calling or texting me and telling me that?”

Client: “Yes, but—”

Me: “Next time if you decide to cancel an appointment please let me know as soon as you decide. Anything less than 24-hours’ notice and I will charge you a cancellation fee.”

Client: “But what if I don’t know when the next appointment is?”

Me: “Write it in your calendar or stick it on the fridge.”

Client: “Oh, that’s a good idea, thanks!”

Me: “No problem. Have a nice day.”

(On the plus side I got to start my weekend three hours early!)

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