Rude client

[welly did new yoik]

I am in shock and rather upset. A lady rang some weeks ago to make an appointment because she wanted reflexology in pregnancy. We had a long chat and I booked her in for a week or so after her first scan. As this was a while ago I rang her house on Monday to confirm the appointment and left a message with someone there, as she was away. I got home from my office job just now to find a message had been left on the answering machine at about 3.30. It was the client asking if we were still on. I rang her straight away and she was very rude to me, saying that she couldn't come now and why hadn't I phoned her back sooner! I explained that I had only just got home. My mobile number is on my website so she could easily have phoned that number having got our answering machine at home. She said it was just too late for her to come, and that I should have phoned her sooner. I explained my position again but she just wasn't listening. I asked her (as politely as I could manage) if she would like to reschedule and she said she couldn't think straight as they were moving home in a week, so she would ring me another day. I don't think she will, and if she does I don't know if I want her as a client. Should I just cut my losses and let it be? I feel she owes me an apology for wasting my time, not to mention a cancellation fee. I said some rather un Christian things after I got off the phone, I can tell you.

If she phones wanting to book in, do I say no without saying why? Better to bite my tongue and remain calm and professional? Or do people need to be told that it isn't on to take the whatsit?

 

[Pompal 09.]

Oh ((((((Siobhan)))))) That's horrible for you. It sounds like it was all her problem and that she had got herself disorganised. I don't see why you should have to put up with htis, and if I were you I wouldn't want to see this lady at all. We all have the right to refuse treatment to clients for any reason. It doesn't sound like you would get a cancellation fee out of her even if you tried, so it might be worth letting that lie rather than risking another angry response.

I had my first (and only!) nasty comeback from a client a few months ago so I know how vulnerable you must be feeling. But just think of all the clients who are happy and what a difference you have made. So obviously it's her problem and not yours.

Take care.

Sarah x

 

[Timmy Lion]

firstly, deep breath....

from a point of view where i havent been annoyed by a missing or inconsiderate client....

she is pregnant, she is moving house, she sounds really stressed......

we all make mistakes give her one more chance if she wants to book in, at least then you know you are not cutting your losses and she may have just been having an off day.....

T
x

 

[wieojuxyixxiijeei]

yup thats exactly what i would say - pregnant - hormonal - moving house - stressful - unable to think straight - gone
bless - deatch if you can - I'm sure you are much bigger than this - she has no right to speak to you this way - but it is her stuff her inability to cope / her rudeness - none belongto you they are hers not yours. Pleaser try very hard not to take it onboard - Perhaps if she does - dare to ring back - you cana lways mention how stressed she sounded
& pity she couldnt make it as she sounded as though she really need a treatment :O . . JOKE !!

I hope she rings back that first impressions are proved to be totally wrong, that you find a great customer, loyal ,regular
one who is sooo very grateful you gave her a second chance, and forgave her for all rudeness,total chaos & loss of earnings
as she doenst know what came over her that day but she was really sorry. If she doesnt ring back then bless her - she has to
live with her conscience.

 

[missrainbowstarxxxxx]

Thank you both for your thoughts, much appreciated as always [sm=grouphug.gif]. I see where you are coming from T, and as always I admire your ability to put yourself in others' shoes and give everyone a chance. You are an exceptional person [sm=hug.gif].

However, as stressed as the lady in question was, I just don't think she was justified in behaving in that way. I have little patience for people who think it's OK to treat someone who provides a service to others eg waiters, call centre staff, nurses, garage attendants, till operators in supermarkets etc, like something they have found on the bottom of their shoe. It is disrespectful.

I thank heaven that I am fortunate enough to have lovely clients, and I hope it stays that way. It makes my job so satisfying.

 

[Jay-Jay]

And you Pre [sm=hug.gif]

 

[Kelsey Frazier]

Dear Siobhan, you don't know that this is the case and I think it makes it worse for you to think it.

I would let it go and do as the other's suggest, though she probably will disappear anyway.

Here is a little story. When I first went to work at the Centre a regular client booked in with me (relucantly as she wanted the therapist who had left). She got the time wrong and was very cross when she arrived and though it was her fault I got the brunt of it. I let it go over my head and told her to come back in an hour, which she was relucant to do, but did. She was very stressed, her husband was in hospital etc etc. Anyway she came back a little calmer later on and I gave her a massage.

That lady has come back to me every other week for over a year now for a massage and she has become a friend. She worries about me, hugs me and asks me how I am each time I see her and she confides in me.

I didn't take to her at first for obvious reasons, but the moral of the story is, let it go, do your job and it will be fine.

It isn't worth stressing about, she won't be worrying about it and as Tracy says, she is probably just in a flux at the moment and you got the brunt of it.

Big hug.

 

[you]

If she does rebook, you may find that she has thought about her behaviour and actually apologises to you at the next treatment.

If I get off to a bad start with a client (usually when they don't turn up for an appointment), I usually give them one chance. If they do rebook, I don't charge the cancellation fee. However, if they miss two appointments (without notice), then they get an invoice.

I have a client who I have mentioned before who, every other week, didn't have enough money on her to pay me (this was at the clinic where I work). After the third time, at the end of the treatment, when she told me, yet again, she had forgotten her money, I told her that I would have to have her money, in full, at the end of every treatment, as I had my own overheads at the clinic that I had to meet. I must admit, I felt bad, ruining her relaxed state, but she was then very apologetic, offered me loads of money upfront for the next three treatments (which I didn't want). It wasn't even the money, just a matter of respect and she's fine now.

Lesley

 

[SooZbq]

hi siobhan,

yuk, eh? its amazing though, that the appointment was booked in advance, you rang a few days to before to confirm and yet, she still rang you on the day to confirm again? why was that? and then to say that you confirmed confirmed confirmed (it was 3 times by then??) too late?? huh? how come she hadnt just come at the appointed time?

anyway.. big sigh... we cant all be perfect <g>, but if you are like me, of course IF she does call, you will find it difficult not to be slightly off... but relax, accept that she has called, be very professional, let her realise the date and time is booked in your diary. IF you cant make it for any reason, you will let her know in advance but otherwise, unless you hear from her, you will be HAPPY to see her on the day!!!