Story Time: No-Show Nightmare

As a small business owner, I strive to provide amazing customer service while protecting myself at the same time.  In order to protect myself, I set certain policies in place.  I don't usually have bad workdays, but if I do then it is because someone was a "no-show" for their appointment with me.  A "no-show" is a client who doesn't cancel or let me know that they can't make it to their appointment anymore and instead stands me up.  They keep me waiting for them to arrive like a dummy!!! LOL.  

Yesterday I had TWO no-shows.  Client #1 canceled last minute because she had to leave out of town for a familial issue.  When you cancel within 24 hours of your appointment, that classifies as a no-show.  Client #2 was a complete no-show and even tried to avoid my calls!  I called her 10 minutes past her appointment time and no answer.  5 minutes later I called again and she finally answered.  I introduced myself and asked if she was still coming, and she just hung up without answering me.  How inconsiderate! 

When stuff like this happens, I have to protect myself by putting policies in place.  See the photo below.

Since she was a no-show, I charged her in full due to my policy.  Luckily I have all of my clients' cards on file.  Some may think that it's great that I have the ability to do this because I get free money without having to work for it, but honestly, I hate being the bad guy and charging them these fees.  I do feel bad for taking their money, but I make them aware of my policies by putting it on my website AND emailing them the policy too.  It is a complete waste of my time and I could have filled it with another client that wanted that slot.  Like I said, I have to protect myself too. 

Anyway, I sent her a text after I made the charge letting her know what I've done and why.  About an hour later, she replies back to me... And let me just say that I know BS when I see it! Hahaha.  See her text below:

I would believe her excuse, BUT I had texted her the day before to confirm her appointment and if she wanted to come a little earlier.  I didn't get a reply from that text either.  So her excuse for saying she forgot about the appointment due to an emergency is FALSE since I reminded her.  And if she did forget, why didn't she say that on the phone when I called her instead of hanging up?

To whoever's reading this, do NOT be like this lady and waste people's time.  Our time is just as valuable as yours, so if you need to cancel or reschedule please do it in a timely manner.  

Lastly, comment below and let me know what you think! Was I too harsh?  Would you have done the same thing?  What could I have done differently?

See you next week with a better brow story (hopefully)!