Ok, so we had a full roster of tastings this week, but at the last minute, all but 2 needed to reschedule (no prob, all were very apologetic) We confirmed with the other 2.
Fast forward to today- first appt, No Call, No Show. We call them at the 15 minute mark, no answer. We didn't bother leaving a message.
The second appt was set up by the wedding coordinator. As she did not have a business but was rather a "Ive-been-a-bridesmaid-so-now-I-can-plan-weddings" type. We confirmed the appt with the bride, so that made us feel better. Her appt was at 1pm. We get the cake cut, fillings set out, water set out, paperwork prepared, we've even flagged a few ideas given their colors/theme.
1:00- nothing- not concerned 'cause construction has a common exit closed
1:05- no call yet
1:10- still nothing- a little worried now
1:15- still nobody. so we call. The number we have is for the "coordinator". She apologizes profusely but they won't be coming to the appt. Turns out, the couple called it quits the night before!!!!!!
Apparently the "coordinator" knows the couple personally (not just professionally) and said "We've convinced them to get back togeter, but they will be going to couseling and we don't know if the wedding is ever going to happen!"
tee, hee, hee, hoo, hoo, hoo, ha, ha ha,
I'm not laughing at your missed appointment, I'm laughing at the reason for the missed appointment and I think it is hilarious!
I know, I'm bad, perhaps even evil But this really struck me funny!
Thanks for the great laugh!
You should put a clause in your contract stating that a fee will be charged for cancellations that are not made 24 hours in advance. Kind of like the doctor's office.
Jeez! What do you say to that?
There is no reason the "Wedding Coordinator" shouldn't have called to cancel the appt. You're not a mind reader. If they called it off the day before someone needed to be adult enough to call you.
Start charging a tasting deposit fee ahead of time that is refundable after the appt. I'd say something like: We're delighted to book your tasting on x/xx/xx. In order to keep this date open for your special time, we charge a $XX deposit refundable at the completion of the consultation.
I bet you'll see your no shows melt away.
Your time and ingredients aren't free!
This kind of thing gets old real fast.
don't get me wrong, I'm not horribly concerned about the rescheduled appts.
As far as the two no-shows, I'm pretty ticked at the first one, but the second, my jaw was just on the floor. The coordinator did apologize for not calling us, and sounded very sincere. Yes, she should have called, but theses things do happen and I prefer to give the beneft of the doubt in most cases. Did it cost us money, yes, but I can still write it off, even if they didn't show.
Just thought everyone could use an interesting read.
I think it's Buddy Valastro of Cake Boss who charges $100 for a tasting and consultation. That's a good way to avoid no call/no show types.
I think I would start changing your policies for tastings. Maybe even more reminders for them?
We email a "what to expect" email confirming the appointment and then a few days before the tasting we send a reminder email. We make sure to have in the reminder email that "if you are unable to attend, please let us know. We understand that at times it may be necessary to reschedule due to our couples busy schedules. However, giving us notice allows us to invite a couple that is waiting on the next available tasting. We would rather fill that appointment then leave it unattended. We are more than happy to reschedule your appointment for a time that works for you."
Seriously, if I know a couple/few days in advance (before I prepare samples) then it isn't a bother to reschedule them. I'm happy to still work with a couple if they are busy...but, considerate. If I'm waiting on them and they are "no shows", I simply prefer not to do business with them. When and if they end up calling after the fact...I simply say that I'm booked. That kind of lack of consideration wouldn't be tolerated if I was the one not showing for the appointment....would it? They simply wouldn't book me if I was a no show. I've been very fortunate to have such amazing couples to work with.
I think it's Buddy Valastro of who charges $100 for a tasting and consultation. That's a good way to avoid no call/no show types.
Yeah he does!
And Jill - IndyDebi has a great email that she sends to people who are coming to tastings. It says things like, no children, arrive a few minutes early, call and cancel your appt because if your late, I'm going home, etc.
And really, I can't believe that the wedding coordinator didn't call and cancel. That is terrible. I think you can see, she really isn't a coordinator. If she's going to be, she's gonna have to get her act together.
I send out a very detailed confirmation letter and people email back to confirm,then I still get no shows. There's really no way to prevent it. That's one heck of an interesting reason, though!