How to train your team to handle late or no show clients
Before you do this workshop you will need to ensure your policy is clear and precise. Write down your policy then hand it out to everyone at the beginning of the workshop and read it aloud for everyone to hear.
Ask if there are any questions before going ahead.
Divide the team into two groups (ideally you want to choose these groups so you get people who've never worked together before). Give each group a piece of paper and ask them to define what would deter a customer from being late.
Get each team to go through their answers and ensure you write down on a white board the valid points.
You want to find these answers:
To minimise No Show and Lateness all appointments must be confirmed. Spell out the policy when booking the appointment using the words: “we have a strict policy”. You can add the appointment to their phone calendar.
LISTEN, EXPLAIN AND AGREE AT ALL TIMES
Ask them to think of what they should say to a client that is late but can still attend their appointment.
Ask them to think of what they should say to a client that is late but cannot attend their appointment.
Ask them to think of what they should do if there is a No Show.
Once they have done this ask them to go through what they have discovered. You want to find these answers:
Sympathise and emphasise with the client but reinforce the policy.
Have a 3 time rules: I tell you once, I tell you twice, I even accept the 3rd time but after that, any other lateness and the customer will have to pay in full for their appointment. Each team should know to say to the customer: "remember to call us if you can't make it, the policy is now strict!". Ensure that your staff understand they have the power to politely reinforce the policy with their own clients.
Ask them to do role play. This is important even if they don't like it as it will reinforce the training. The key to this training is the clarity of the message. if you are clear and concise with your policy your staff will be too.
Valerie Delforge - Founder and CEO of Delforge + Co
Judge, Key Note Speaker, Commercial Trainer & Coach for the Beauty Industry
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