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Not showing up for an appointment
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#1 Guest_LeChatNinjah_*

Posted 03 February 2013 - 08:02 PM

I work in a mostly sales related job.

I work 9 - 5 Monday to Friday and every other Saturday morning just to take sales appointments for those who can't make it during the week.

On Saturday mornings that I"m there the only reason I'm there is to meet with these people who have appointments.

On average, 40% don't show up and don't call.

Yesterday I had 6 appointments and 2 showed up on time and another showed up 40 minutes late.  

Am I wrong in thinking that's rude as?

Also, when the person who was 40 minutes late arrived I was on my way out of the door with my handbag on and I politely but clearly told her that I was on my way out because I thought she wasn't showing up.  I still did "the appointment".

If you showed up 40 minutes late would you consider it rude if the person you were supposed to meet let their displeasure show?

Would you simply not show up to an appointment and not call?

Am I being too tough?



#2 eachschoolholidays

Posted 03 February 2013 - 08:08 PM

That would seriously annoy me too OP!

Do you confirm their appointment the day before?  I love when people do that!

#3 Futureself

Posted 03 February 2013 - 08:11 PM

Very rude on their part OP and no, you were fine to let them know you weren't impressed.
Good idea on the confirming the day before though, it may just prompt people to cancel especially if they can just text.

#4 Feral_Pooks

Posted 03 February 2013 - 08:11 PM

I do think it's rude.

If it is happening routinely, I would do a reminder call or SMS, a call is better.

#5 Mercurial

Posted 03 February 2013 - 08:12 PM

I think it's incredibly rude.  Though I've waited upwards of 40 mins for appointments when I've been on time!

#6 neddyteddy

Posted 03 February 2013 - 08:12 PM

I feel your pain! I'm a Beauty Therapist. MOST of my clients are awesome and understand that making an appointment means you turn up at a particular time...others however are a nightmare. I now charge a deposit for long appointments to cover myself. I'm not very good at hiding the fact it is annoying when people are late. The least they can do is call. If it's my last appointment I only wait 10minutes if I don't hear from them I shut my doors.
Maybe when you set your appointments up get a phone number and let them know you need to run to time so that others are not put out.

#7 libbylu

Posted 03 February 2013 - 08:15 PM

Of course it's rude, but it happens everywhere.
At least as many people don't show up to medical appointments, inconveniencing medical professionals, increasing waiting list times and costing the healthcare system heaps - I know your frustration!
Do you have a reminder system in place such as text message sent out the day before, or that morning with a requirement to respond 'yes' to confirm the appointment?
These kind of tactics can make a difference.

Edited by libbylu, 03 February 2013 - 08:16 PM.


#8 Alacritous~Andy

Posted 03 February 2013 - 08:16 PM

Pet peeve of mine, too, OP.  i used to hate when I would make special arrangements so that I could accommodate an after hours appointment (eg get DH to finish up early and pick up DS, and then he would have to bring work home), only to have the person not show.

#9 roses99

Posted 03 February 2013 - 08:23 PM

I think it's extremely rude.

I admit, I like getting the text reminder from my hairdresser. Usually I've remembered, but occasionally i've forgotten to write it in my diary and I'm very grateful for the reminder.

Being sales, I don't suppose there's anything you can do to give people an incentive to turn up? Or a disincentive to not show?

My father is a psychologist and - because his appointments are usually an hour in duration - he can only see six people in a day. He also puts in night-before prep for those patients/clients. And usually there's one person a day who doesn't show. I'm always at my mum (his practice manager) to charge the people who don't show up, but they're a bit too soft.

I would get contact numbers for people and call them the day before, just to be sure they've remembered. And could you refuse to rebook with people who don't show up?

#10 Frockme

Posted 03 February 2013 - 08:30 PM

"I'm so sorry I'm 40 mins late, yet again and didn't call. It's just you know traffic n my battery is dead right? You don't have anything better to do or anywhere else to go so... Would you please still...."

"No. I'm on my way out, shop's closed. You could try this place, they're super busy, you may have to wait 2 hrs for your appointment, because, you know, people are always late showing up."

rolleyes.gif

F'ing hate serial late people. No one is more special than them ya know.  rolleyes.gif

#11 elizabethany

Posted 03 February 2013 - 08:30 PM

Send out a reminder, but I wouldn't automatically cancel if they don't confirm.  I have dealt with a couple of businesses that do this, and it instantly turns me off, especiall one where I booked 8 days in advance, and they cancelled because I confirmed at 3 days out, not 7...

#12 MsFeralPerthFembo

Posted 03 February 2013 - 08:31 PM

Extremely rude definitely. And if I WAS late for an apt and I turned up half an hour later I would think it was totally reasonable to be told "sorry too bad" and have to make a new apt for another day.

I agree its a good idea to set up some kind of sms service that reminds people though. Yes you shouldn't have to and people should manage to organise their own schedules but the reality is that many people don't and it will likely save you time.

#13 Guest_LeChatNinjah_*

Posted 03 February 2013 - 09:00 PM

I do send out reminders on a Friday.  They are peppy and happy and just say that I'm looking forward to seeing them at X o'clock tomorrow and if there's any reason you can't make it please do give us a call on xxx number.

99% of people don't even reply to that.  I don't expect them to unless they're cancelling.  I get in on Saturday mornings an hour before my first appointment to deal with cancellations and those who want to change the time.  They also all have my mobile number and I encourage SMS notifications because I realise some people feel bad at having to actually speak to someone to cancel.



#14 Alacritous~Andy

Posted 03 February 2013 - 09:28 PM

QUOTE (roses99 @ 03/02/2013, 08:23 PM) <{POST_SNAPBACK}>
I think it's extremely rude.

I admit, I like getting the text reminder from my hairdresser. Usually I've remembered, but occasionally i've forgotten to write it in my diary and I'm very grateful for the reminder.

Being sales, I don't suppose there's anything you can do to give people an incentive to turn up? Or a disincentive to not show?

My father is a psychologist and - because his appointments are usually an hour in duration - he can only see six people in a day. He also puts in night-before prep for those patients/clients. And usually there's one person a day who doesn't show. I'm always at my mum (his practice manager) to charge the people who don't show up, but they're a bit too soft.

I would get contact numbers for people and call them the day before, just to be sure they've remembered. And could you refuse to rebook with people who don't show up?


It's tough, because even if you have a cancellation fee, you can ask people to pay it, but my understanding is that it isn't legally enforcable, so if they refuse to pay, there is no way you can force them to. Which sucks.

#15 Guest_Dinah_Harris_*

Posted 03 February 2013 - 09:36 PM

ph34r.gif  I think it's awfully rude.   I wouldn't dream of it.   In fact, I ring head if I'm running 5 minutes late!   I can't stand serially late people either!

#16 MsFeralPerthFembo

Posted 03 February 2013 - 10:24 PM

QUOTE (LeChatNinjah @ 03/02/2013, 08:00 PM) <{POST_SNAPBACK}>
I do send out reminders on a Friday.  They are peppy and happy and just say that I'm looking forward to seeing them at X o'clock tomorrow and if there's any reason you can't make it please do give us a call on xxx number.


Wow, that makes it even ruder then!!

#17 snortle

Posted 03 February 2013 - 10:38 PM

You should try changing the reminder to something along the lines of-

Hi this is *** from ***
To confirm your appointment at date/time reply Y or call *** to cancel.

#18 Propaganda

Posted 03 February 2013 - 10:45 PM

It's very rude indeed.



#19 Sancti-mummy

Posted 03 February 2013 - 11:00 PM

QUOTE (nlman @ 03/02/2013, 08:08 PM) <{POST_SNAPBACK}>
Do you confirm their appointment the day before?  I love when people do that!



QUOTE (LeChatNinjah @ 03/02/2013, 09:00 PM) <{POST_SNAPBACK}>
I do send out reminders on a Friday.  They are peppy and happy and just say that I'm looking forward to seeing them at X o'clock tomorrow and if there's any reason you can't make it please do give us a call on xxx number.


I do some work in a business where our Sales Guy goes out to give quotes - 6-10 appointments per day.  Every day before close of business, the receptionist will call and confirm - often if there is going to be a problem, it will be picked up here - still sucks, but at least he can put in another appointment or spend more time elsewhere.

#20 Cath42

Posted 03 February 2013 - 11:19 PM

No, OP, you're not being unreasonable. It is extremely rude to make an appointment to see someone and then just not turn up. Just last Saturday, I had an appointment for my two older children to have haircuts at 8am. I'd accepted the 8am appointment because we had other things we needed to do on Saturday and 8 was actually quite convenient. And then on Saturday morning it was raining and my 2-year-old was being obtuse and we were racing against the clock to get out of the house on time. So I rang and apologised and explained that we were going to be 10 minutes late, and we got there at 8:10. And the ladies were fine about it, because I'd rung ahead. It is just the height of rudeness to not turn up and not ring.

#21 Feral*Spikey*

Posted 04 February 2013 - 08:21 AM

My physio uses a combo of SMS and phone messages.

On the working day before the appointment, I get a text saying I have an appointment with XX at YYpm. To confirm, reply to text with "Y". Unconfirmed appointments will be cancelled. On the rare occasions I haven't responded to the text by midday, I often get a follow up call from the receptionist. Makes sense, as they only follow up the ones that they haven't heard back from.

And yes, extraordinarily rude, in my view. I know stuff happens, but geez, make a call or send a text.

#22 Peppery

Posted 04 February 2013 - 08:36 AM

I think it is rude and a pet hate of mine.

#23 PrincessPeach

Posted 04 February 2013 - 08:46 AM

Very annoying & rude.

We do offer a Saturday during peak tax season, however I don't work them. Last year I offered to work 2 Saturdays, both times I had 6 appointments booked in & both times I only had 2 people show up - despite all appointments being confirmed the day previous.

This year we have arranged that people will be charged $99 if they don't show up & haven;t cancelled the day prior.

I also only give them 15 minutes if they are late & my last appointment & then I leave. Too bad for them, but I'm not getting paid if they don't show up.

#24 Flaxen

Posted 04 February 2013 - 08:55 AM

Instead of the no reply reminder, I would personally call them.
I know its more work, but it works. Still get the occasional really rude person who still dosnt show.....

#25 CallMeFeral

Posted 04 February 2013 - 09:03 AM

Yes it is very rude.
It probably helps to do a text confirmation the day before though - many people are very forgetful  wwhistle.gif  and don't mean anything wrong, but forget nonetheless!





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