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You already knew: cancellations of appointments are the number one reason for customer dissatisfaction!
A sick child, transport problems, sick leave... We know and understand that sometimes you need to cancel an appointment, but we also want our customers to be happy and satisfied! So these cancellations must remain exceptional!
We'll tell you more about how cancellations work and the impact they have on your account! 👇
1) Appointment cancellations
We consider that when you cancel an appointment, it's for a good reason: you have an unforeseen event that makes you unavailable for the whole day.
You retain the sessions already scheduled in your diary, but you can no longer receive new proposals for that day - your day is 'blocked'.
🖊️ When cancelling, you must state the reason as well as writing a message to the customer, an opportunity for you to convey your apologies and explain the situation.
💡 Before cancelling the appointment, remember to contact the customer to see if the appointment can be rescheduled! If so, make sure you to reschedule the appointment!
✅ An appointment cancelled more than a week in advance will not result in your day being blocked.
🚨 Under no circumstances should you ask your customers to cancel for you, as this will result in your account being restricted. If you cannot honour an appointment, it is up to you to cancel it.
2) Special case: late cancellations
Late cancellations are cancellations made within 3 days of the appointment.
Repeated late cancellations have an impact on your account: if you make 3 late cancellations in the current month, your account will be blocked for 48 hours. You will not be able to receive any new appointment proposals during this period.
🖊️ When cancelling, you must state the reason as well as writing a message to the customer, an opportunity for you to convey your apologies and explain the situation.
💡 Before cancelling the appointment, remember to contact the customer to see if the appointment can be rescheduled!
✅ An appointment cancelled more than a week in advance does not mean that your day is blocked. If it does, remember to reschedule the appointment!
🚨 Under no circumstances should you ask your customers to cancel for you, as this will limit your account. If you can't honour an appointment, it's up to you to cancel it.
🤒 Are you ill and need to cancel several appointments? In this case, it will only be counted as 1 late cancellation! Remember to add an absence to your diary.
