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 RISING WOMEN EXPERTS...
Lately I have been noticing that my clients are being very
inconsiderate of my time. They are missing appointments and neglecting to
call me back. What can I do to get through to them?
By
RWM Guest Experts
I too have had the pleasure of experiencing this new “attitude” from a lot
of my clients lately. In the past, and probably because this irritant only
occurred from time to time, I would let it go. However, nowadays I am far
more aggressive in the way I deal with these issues because the bottom line
is that it’s costing ME time, money and energy.
The first step you can take is to change YOUR attitude. Would you accept
this treatment or lack of respect from people outside of your client base?
Whether you do or not I am sure that you are far more comfortable
confronting the individual especially if they were your sister or friend.
Set your business boundaries as if you would set your personal boundaries
and verbally address the issue with your client. You don’t have to be nasty
but you do need to be firm. For example: “Karen, you missed your appointment
yesterday. I hope you realize how inconsiderate it was for you to not call
me to let me know that you were going to miss the session, or even to
apologize for that matter. I thought we had a good relationship.”
The second step you can take is to change your policies. In this day and age
we all carry either a Visa or MasterCard or both. Make it a standard policy
that you take a deposit when clients book an appointment. Make this deposit
non-refundable and non-transferable for missed appointments. If they don’t
have a credit card make it clear on booking that if they miss an appointment
a $25 charge, for example, will be added to their next appointment cost.
Now on to your voice mail jail. In my opinion, people who do not return
their calls are rude, especially if I am following up on a request they
called or emailed in. Yes, I do understand that people are busy, but so am I
and I make this fact quite clear. Choose the number of calls you are willing
to make before you “close the file” per say. On the final call leave a
polite message that makes it clear that you tried and you’re unimpressed.
For example: “Karen, I am leaving my second and final message in response to
your request for information on XYZ. Out of courtesy and respect for my
efforts to get back to you, I hope you will return this call.”
Worried that you are going to lose customers? Are these really the customers
you want? I say, wean them out and make room for those who respect you, your
time and your service!
Have questions? Get them answered by our panel of Experts. Email
experts@risingwomen.com
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