Clients forget about appointments

Clients forget about appointments

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Arrgh. Not a great start to the day. Meeting for 9.30 booked. So it's coming on 9.50 and I get that feeling she's forgot. So I text her. Reply "so sorry I completely forgot. Can I rearrange?". Obvious reply from me is "no problem..." and other understanding comments.
My ethos is get the accounts done ASAP and get the invoice out. This puts a 2 week delay on my process. So I'm going to plug the delay by emailing the accounts for review in advance of out appt along with invoice. Oh, and ill push it up a notch for compensation!

Replies (16)

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By mrme89
04th Jun 2013 10:32

.

Insert a clause for missed appointments in the LOE so that you can recover a fee for it. Hopefully it will act as a deterrent.  

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By neiltonks
04th Jun 2013 10:58

Reminders?

Both my doctor and dentist have software which sends reminder text messages a day or two prior to routine appointments. Might be worth investigating whether this kind of thing is available/appropriate for you? Even if it only prevents a few missed appointments, it's a nice touch and gives clients the impression that you're on the ball and that you care!

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By andy.partridge
04th Jun 2013 11:00

Irritating, certainly

But what is your financial loss for which you feel you should be compensated?

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Replying to andy.partridge:
Tim Emmony
By timmne
04th Jun 2013 11:18

Financial loss

andy.partridge wrote:

But what is your financial loss for which you feel you should be compensated?

 

When clients miss meetings with me, I definitely do suffer a loss usually, although an opportunity one rather than a financial one.  I plan my work and client visits around these appointments so if I have a meeting with a client at our offices and they don't bother to turn up, I could have been at a half day appointment with a client instead.

I always bill clients if they miss meetings - although when I book them, I follow up with an email to confirm time, date and place to make sure they know that it's definitely in my diary and should be in theirs!

I think it's a case of being a pushover sometimes - if you allow a client to mess you around, they will continue to do so.  If you make them realise your time is as important as theirs and that you actually have other things to do, you get a much better level of respect from them.

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By BigBadWolf
04th Jun 2013 11:03

Text

We toyed with the idea of using our CRM system to text clients the day before a scheduled meeting to remind them.

 

Didn't do it in the end due to technicalities, but we will re-visit it later in the year.

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By Steve Holloway
04th Jun 2013 11:24

Just smile ....

these things happen. I'd rather pull my own finger nails out that have client relationships that some of you describe.

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By thacca
04th Jun 2013 12:31

Relaxed

I'm a little bit more relaxed about these things than some appear to be. If a client doesn't turn up I just carry on with other work. No big deal.

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By imbs
04th Jun 2013 12:01

Because I book an office specifically for the meeting
I work from home so I book an office specifically for this meeting 15 miles away. Im out a small amount financially but also I've prepped for this meeting and am tuned in for them specifically. I'll spend time revisiting the file to prep for the next meeting . I don't like being messed around.

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Replying to Duggimon:
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By brianheg
04th Jun 2013 12:11

Email the day before

If I have a meeting away from the office I send a confirmation email the day before. If I haven't heard anything, I call them before I set out. That's saved me a few wasted trips.

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Replying to Duggimon:
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By andy.partridge
04th Jun 2013 12:16

Who does?

imbs wrote:
I don't like being messed around.

But we are in the people business as much as numbers so being let down will happen from time to time. My view is that in the longer term billing for work that didn't get done is more likely to undermine the relationship rather than strengthening it.

 

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By mrme89
04th Jun 2013 12:27

Andy, clients not turning up to meetings is likely to undermine the relationship.

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Replying to Accounts12:
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By andy.partridge
04th Jun 2013 14:31

Difficult to disagree with that

mrme89 wrote:

clients not turning up to meetings is likely to undermine the relationship.

But how you best deal with that is the issue.

My area is semi-rural and one where people tend to know and talk to each other. I don't think it would help me to fine my clients for not doing work in a situation that caused me no greater loss than a slightly bruised ego.

 

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By refs8
04th Jun 2013 12:43

Depends on the client

It depends on the client and importance of the meeting for me, if it is a difficult one in terms of content.

If they cause me a problem then they get taught a "lesson" such as not being available for a week or ten days - they soon  learn or are "dumped" !!

 

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By Tax1976
04th Jun 2013 12:44

Probably depends on the worth of the client to the practice

If the client is a good and prompt payer then its worth taking it on the chin and rearranging with all the associated 'I understand', 'you've got a lot on your mind' and 'its easily done, don't worry', type comments.

If the client is a 'category D' then such a missed appointment could be viewed in dimmer terms perhaps.

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By MBK
04th Jun 2013 12:49

Given that I tend to do the same to clients occasionally ...

.. I think "live and let live" is the best approach.

I doubt anybody does it intentionally, so why get het up about it?

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By Ned Ludd
04th Jun 2013 15:28

depends

mostly it doesnt really matter to me if a client doesnt show up;

 

however there are those occassions where a large client will phone up and want an appointment at short notice which results in me working at home all evening much to the displeasure of the family only for the client not to turn up the following day.

 

then theres those that just turn up unannounced

 

then theres those that have an appointment and fail to show so just turn up unannounced a couple of days after.

 

bloody annoying but would never charge a client for it!

 

 

 

 

 

 

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