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Policy on Booking When Client is Communicating Poorly?

asked 2019-11-12 21:58:40 -0500

A potential new client requested a meeting at a certain time, then got stuck in traffic, and said they would not make it at the scheduled time. I said I could meet for several more hours - plenty of time for them to make it to the meet and greet, or I could try to squeeze them in for an appointment on another day. They said ok to pushing the time later, and that they would let me know when they were closer to the place we scheduled the meeting at - indicating they still wanted to meet that day, and saying nothing about preferring to reschedule. The meeting is down the road from me, so I can get there on short notice. Two hours go by, and I know there is no way it should take them that long to arrive.

I message the client because I should have heard from them by now - asking if they made it back yet and if they still wanted to meet. They inform me they went home instead and were making dinner/getting ready for bed. Then ask if I can fit them in a couple days from then.

At this point, I'm upset that my time has been disrespected, because they changed their plans without notice, went home, and did not bother to message me as they said.

My question is, what is your policy if a client does not follow through on a meeting? Would you archive the request in a situation like this, or offer to reschedule once more? If you close the request, how would you word your message about closing the request in this particular situation?

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answered 2019-11-12 22:22:03 -0500

Hi Kara,

Sorry this inconsiderate person has aggravated you and do realize that, if you actually choose to book with her, she is likely to continue to disrespect you and your time and take advantage of anything and everything.

Definitely archive the request. There's no need to give the client any explanation. Just select "client didn't respond" or "made other arrangements."

If the client contacts you again and you want to meet with her, then tell her in no uncertain terms that you must have a definite time for the meeting since this is a business and you have many other commitments. You expect all of your clients to show up when they say they will and communicate promptly if there are problems. You would like to accommodate them with as much flexibility as possible but that isn't always possible. You expect clients to adhere to strict pickup and drop-off times.

Hope this helps.

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answered 2019-11-20 04:18:34 -0500

I understand things can happen, however I also understand my time is valuable. Owners can reschedule meet and greets ONCE. Any other rescheduling requests will be charged a drop-in rate for continuing to waste my time. I don’t do the whole waiting around for them to respond thing. Pick a time and it should be honored. You’re a business, not a best friend waiting to hang out.

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answered 2019-11-18 16:11:05 -0500

Perhaps message the owner something along the lines of, ' sorry we weren't able to meet up this time. Feel free to contact me should you need a sitter in the future.' If you're fairly new to Rover & wanting to build your clientele I would give the owner an second chance if/when the contact you again. If you're booked fairly regularly I would not hesitate to decline their requests - no explanation needed. When you archive any requests from them I would mark it "Owner not a good fit".

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answered 2019-11-16 23:34:21 -0500

^ what they said 100%

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