Clients not returning calls to confirm appts

[randomness0]

Hi,
I run a mobile massage business with other therapists that work with me. I take the calls and arrange the appointments between clients and therapists.
Lately have had an increase in the number of people who ring requesting a booking but then never answer phone or return calls, after I have arranged for a therapist to see them.
Its a pain as you never know how long to hold the appointment for + I lose credibility in therapists eyes when I ask them to make themselves available for an appointment.

Part of me wants to ring these client back and basically be rude to them and let them know in no uncertain terms about the impact of their selfishness in terms of not having the common courtesy to call back, even if it just to explain that they no longer wish to book.

Part of me is thinking of calling them back later on the pretext of 'doing a survey and asking for feedback to find out why people do not return calls' (albeit my primary motive is to put them on the spot as to why they didn't call or message me).

Part of me knows that I should just let it go and face facts that no-shows, last minute cancellations and people not returning calls are just a fact of doing business.

Just wondering if anyone has any suggestions as to how they deal with similar issues.

Richard

Sydney Mobile Massage http://www.massagesydney.com.au

[MarionFM]

What about taking at least a deposit (or even full payment) by credit card in order to hold the spot?

[randomness0]

Thank for reply Marion,
Might work in some cases but not most of the ones that bug me. The problem with taking cc upfront is that I cannot guarantee that I will have a suitable therapist for the client at the point of the initial enquiry. The therapists who subcontract with me obviously have their own businesses and lifes and there is not enough work to justify them keeping me informed of diary 100% of the time. I have a reasonable idea but not enough to be able to guarantee when client makes an initial enquiry.
Hence procedure is
(1) client rings and enquires about services and I find out specific requirements from them regarding time/location/modality/etc. (just not practical at this stage to ask for card details IMHO)
(2) I locate suitable therapist who is available at the time client wants.
(3) Ring client to confirm the booking and it's at this point where I occasionally have this problem if the prospective client does not answer or return the call. Therapist has pencilled a booking but it's not confirmed.

Often the turnaround from 2 to 3 is relatively short but that still doesn't stop me having occasional problems getting through to client. I'm not comfortable at the time of leaving a message at (3) of getting heavy and saying that you need to get back to us in the next ....minutes to confirm your booking (although I do put a deadline on follow-up calls).

I don't mind if they change their mind or book elsewhere but it's just the lack of courtesy that annoys me.

Richard

Sydney Mobile Massage http://www.massagesydney.com.au

[moose_goose]

Upon their initial call, can you tell them that the day/time will only be held for a certain amount of hours?

[squash_blsm]

Then just tell them when you leave a message that you need a call back by _____
And the appt will only be available until then.

Phone tag isn't fun for anyone.
If they waited a long time for the call back they may have already booked elsewhere.

Having an actual physical location instead of moble isn't any guarantee that potential clients will call back either.
If I have to leave a message I will always give them a couple of options of days/times. I never hold appts unless I know the person and am sure that they definitely WANT the appt I am offering (like same day - especiall if they gave a time frame).

Don't be angry at the person when you are actually angry at the situation. It's not their problem, it's yours to figure out.