Client Running Late Phone Call

• SYSTEM OBJECTIVE: Clients who are running more than 10 minutes late are called to keep the day running smoothly 

• ACCOUNTABILITY: Reception staff and individual stylists of the late clients

• SYSTEM STANDARDS:

• Clients are called when they are running 10 minutes late and asked if they will be here soon

• If they arrive 15 minutes late to their appointment and the stylist is not able to fit them in or make it work, they will be told they will have to do a lesser service or they are no longer able to be fit in. 

• SYSTEM TRACKING: Salon Coordinater 

• STAFFING / SKILLS REQUIRED: Reception Staff, phone skills

• RESOURCES, EQUIPMENT AND SUPPLIES: Phone, number on client diary 

• INFORMATION: 

• If clients are running 10 mins late they need to be called in case they will miss their appointment. If they do miss their appointment or no-show, we will keep the booking fee on their account as we have lost a space that could have been taken as another booking with their stylist. 

STEPS: 

• Moniter clients that should be arriving throughout the day and ensure that people are checked in for their appointment

• If a client is late, call them after 10 minutes and if they answer say: "Hi (client name), you had an appointment with us today at (time). Are you on your way?" 

• If they say they are less than 5 mins away, say "no problem we will see you in a moment." 

• If they are more than 5 minutes away but still coming - you will need to judge the day. If we have appointment gaps and that won't be a problem, say "no problem, we will see you soon." If we are fully booked however, let them know that their stylist might have to adjust their appointment due to time constraints and they will see when they get here. 

• If they client doesn't answer, leave a voicemail saying "Hi (Client Name), this is (Your Name) here from Ms Monaco. You had an appointment today at (time). Wondering if you are on your way or will be attending that appointment? Thank you."

• If a client does not turn up for their appointment at all - they will be marked as a no-show and the booking deposit will not be refunded