[Jenny Slater]

Hi there,

Increasingly, I'm finding that I'm taking bookings for carpet cleaning jobs and either turning up and there is nobody there to let me in (they either forgot the booking or changed their mind and didn't call me) or they call me about an hour before the job is scheduled and cancel, at which point there isn't sufficient time to book in a replacement job.

Is there a way that I can take a deposit to try and prevent this happening so much?  I just lost out on a £180 job this afternoon and its frustrating when I could have booked something else in.  I can take credit/debit cards, so I can take deposits over the phone at time of booking.  I just really want to know if there are rules that I need to adhere to?

Any advice would be appreciated.

Thank you.

[nick p]

Hi

I have never taken deposits but i make it clear on the survey sheet that there is a 24 hour notice of cancellation or charges may apply.
I no of carpet fitters taking deposits but that is to cover the cost of them buying in the carpet.

[Jenny Slater]

Thanks for your response - do you find that people let you down at the last minute and that you do impose a fee?

Just interested in how other people handle such situations.

Thanks

[Joe H]

Not had a big problem over the years - just a few but it is annoying and frustrating.

I dont take deposits and because not too frequent dont see the need - buts thats due to my circumstances.

[chosker]

We take advance payment of 40% as a deposit - non refundable. Card machines generally charge about £1 per transactionm and its well worth it to ensure the booking.
no-one ever cancels if they've already part-paid and we make it clear that in order to change the date once a deposit has been taken we need at least 24 hours notice - meaning that usually we can re-book.

[Jenny Slater]

thanks for your advice - very interesting.  Do you find that taking deposits puts customer's off booking at all?  Particularly if they are a first time customer?

[chosker]

We have a few people who question it but it is rare, most just accept it. I tend to be honest if they do question it and say its in order to keep the place openn for the client as many people cancel last minute.

I think the deposit we take is quite large - perhaps you might want to consider less, say a £15 booking fee or something?

Good luck!

[Deep Clean Newcastle Gateshead]

I take a £30 deposit per job, no exceptions, and I have never had a problem asking for it, or getting it. If they seriously want a clean, they dont see a problem. This is only for new customers though, existing ones I dont take one.
Had the same problem as you about seven months ago, and its one of the best things I did, however you need to ask for it naturally at the end of your presentation.

[Doctor Carpet (Ret'd)]

I'm like Joe, so very few instances that it never seemed worthwhile.
I've thought about it but what goes around comes around and some of the people who have postponed at the last minute have then tipped hansomely when job done and/or booked more work/given me a specific recommendation precisely i have been so understanding.

turned around, would you give a discount to a customer because you had to re-arrange them at short notice which may inconvenmience them?

I always refuse deposits/payment for the job if offerred as -
      It can often improve my standing in their eyes
      if paid in full before the job I would always find it harder to be    incentivised to actually do the job

The other benefit of late cancellations/postponements is that it can often give you time to catch up on admin matters, or perhaps you were running late on your time schedule for the day and thus you can catch up.

Finally, I believe in positive thinking. I've lost count of the number of times people have late cancelled on me only for the phone to go a few moments later with a request for an urgent response to some cleaning matter with the new job being so much more profitabe than the one which cancelled and which I can now slot in.

Hope the observations help?

Roger

[Doug Holloway]

Hi Guys

I had a problem years ago with no shows and came to the conclusion that the quality of customer  was too low.

I charge a lot more now and find people much more reliable, if they are doubtful about booking then I don't book them.

Cheers

Doug