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Disappointing a Client

  • Thread starter Thread starter kitty's desires
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kitty's desires

Argh...ok so I haven't been in the business all that long and work privately. I have a set number of clients that I can see each day because I am restricted on the hours I can work (shock horror I also have a private life). Most clients book me with a few days notice and this works well.

I have one gentleman though who only calls wanting a short notice appointment...unluckily for him, he always calls on days where I am either fully booked or cannot work. Today was another such day and he let me know his frustration about it. I tried to tell him if he could book a day or so in advance he would not suffer the disappointment of being told I can not see him. I think he's taking it personally, but it isn't, I simply cant fit him in when he wants!

I'm not sure how else I can tell him he needs to book in advance to be guaranteed an appointment or how to placate his anger with never being able to book me. Does anyone have some ideas please?
 
Well, being in a customer service industry myself I can tell you from experience that you simply cannot satisfy everyone every time. If you have made it clear to him that you cannot see him at short notice but need a couple of days warning he has no right to get shirty about it.

Your business, your rules.
 
Your approach should placte even the most unreasonable of gentlemen trying to book.

Had you not made efforts by advising of alternative time slots where you could make a booking within a realistic time fram, then I would more be able to understand his frustrations.

There is nothing worse than trying to book, particularly as a a first time liason, to regularly get knocked back. Starts to feel like nobody can pick that bad a time all the time....
 
Hi kitty, again from a customer service perspective - stick with your business rules, stay polite - you can't please everyone
 
I did give him alternative times within 2 days, but none suited him GentlemanPerth, and I can understand his frustration as it also frustrates me that I can't provide what he needs.

And marstafit thank you xxx
 
hi Kitty : seems to me that yr very polite , courteous and respectful to this gentleman and u have also given him some alternative times for a booking .

if yr times and his times don't match then he needs to find the rite time not u .


my 2 cents worth

John
 
Some regular clients seem to believe they own us and I think that their frustration is based in the realisation that they are not exclusive and that our life does not evolve around them. It sounds like it is far more his issue then yours. I believe that we (me included) have to harden up a bit and not feel bad....we can't be everywhere at the same time. (lol and a typical service industry 'hallmark': it doesn't matter how hard we try there will always be one unhappy client)
I am sure he will get over it and try to book you again.
 
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I can only echo what some of the others have posted. If you look at this from another perspective, losing that client may probably turn out to be a good thing. From what you posted, it wouldn't surprise me if he became one of those clients that no WL wants to see.

Ciao
Fudd :)
 
exactly, it's not your problem..it's his. you didn't dissapoint anyone, you worked out a plan, spoke to him with courtesy, tried to rectify the situation. if that doesn't please him and he's still getting frustrated, then that's on him, not you.

it's no wonder he wants a booking with you, because it does seem like you're a very nice lady. but again, don't let his insecurities get in the way. If it's still bothering you, then maybe call him out of the blue and try to set up an appointment. that way if he says no, he can't take it personally because you went out of your way for him. the shoe is on the other foot then. only if he doesn't mind being called that is. otherwise, relax and have a good day, you deserve it :)
 
Thank you everyone! Certainly makes me feel better knowing I have done the right thing, and I will need to learn that I cant always please everyone (lol except those that actually visit me).
 
doesn't seem like your fault kitty.
maybe he is in a similar position to me, where i don't know where i'll get sent this afternoon, never mind in 2 days.
i often have to try short notice calls but i don't get shirty (just frustrated LOL) when i can't get a willing accomplice.
i would very rarely book 1 day in advance let alone 2, simply because i don't know where i'll be and don't want to let the W/L down.
i accept this though, so should he.
 
Thanks Dan. Apparently not many here offer my services so I am in demand in often can't do short notice. I can see how it could be frustrating, and would like to accommodate, but just cant do it. Oh well here's hoping next call I am available to see him.
 
Well, at least you're in demand - that shows you're doing great. Sometimes, you can't make everyone happy, so I'd say just let it go. You already tried to explain your situation to that fellow.
 
All the best trying to placate the man. I know I'm looking at it from the outside but
you may have a client who will never be happy unless he is getting his own way.
It sounds as if you have gone out of your way. You are the one who is important.
All the best Kitty
 
Thanks Zalafina and happy2 :)
I've done my best to accomodate him and that's all I can do, so I'm not going to stress over him any more. Hopefully once he does finally get an appointment he'll think it worth the wait and learn to make an appointment the day/night before. As another client said to me..."I understand you cant take many short notice calls, you are after all only one amazing woman and I for one will be back!"
 
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