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How do you handle no call/no shows for employees OR clients? ๐Ÿ™ˆ

We're back with another Question of the Week! This week we're wondering...

 

 

How do you handle no call/no shows for employees OR clients?

 

We look forward to reading about your experiences below! โฌ‡๏ธ 

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Message 1 of 28
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27 REPLIES 27

Do like Roblox 3 warnings =  ban but for IRL 3 no call no shows = fired

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Message 2 of 28
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Clients I would reach out see what's up and if I could fix the issue.

Employee are different..... No call no show actomatic termination.

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I'd hate to fire someone who was fully trained and had been reliable in the past for missing one shift!  I'd definitely get their story first and see what happened.

Michael
New Light Photography | SUB Photo | Square fan
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I am a dog groomer and my life revolves around appointments. For my great clients that rebook in advance and always show up on time. If they miss an appointment now and then I let it slide because I understand that things do happen.   For brand new clients that no call/no show. I have a one strike policy, they now have to pay in advance to get a booking. Set the standard from the start. For other clients that fall in the middle, they have a 3 strike chance. After the thirds strike they have to prepay....From my experience, when I ask someone to prepay they just stop coming back. I like it that way, I have built a a wonderful customer base with clients that respect and appreciate my service.  As far as staff I treat it similarly, if they are an overall great and reliable employee then I would be concerned if they no call/no show. If it's someone that doesn't really care and does it all the time. I'd let them go. 

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No show no call can be a concerning frustration to your business. However, eliminate the most critical concern...Is your employee ok? That means you call to find out what the issue is. Immediate answers would hopefully be they just overslept or possibly didn't know they were scheduled. Don't wait! Call and find out. Many employers make the mistake of shrugging it off, or thinking it is their (employee)  responsibility to come in or communicate. Just reach out and be the effective communicator. However, you must track their tardiness or absence. Follow up and talk to them. Let them know how critical it is to you and the staff that they be present. However, consistent issues should have you making the decision to terminate them if it is a pattern, 3 strikes you're out process. 

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Employee: Document and listen to their explanation about what happened.  Explain there is NO next time, but voluntary termination and job abandonment.  As well, not eligible for rehire within 36 months.

 

Client: Call and send email/text to confirm accuracy of meeting date and time.  Document and listen to their explanation about what happened.  Ask is rescheduling is something they would be interested in and if yes, ask them to send meeting invite.

 

Life comes with failure to fulfill one's plans, desires, and mistakes.  The best policy here would be to listen, then make a clear and accurate determination of what decisions represents your brands core beliefs.  Ask yourself is this is a teachable moment or waste of energy?  As "people" we all have issues and things don't always go as we hoped.  

 

Establish a clear understanding by setting the tone early and measure your emotions against facts.

 

In either situation, there will be an individual who will have experienced how you function and remember many stories are one sided.  Make sure you keep all aspects professional and well documented.

 

Look better in business with Oevae.com 

oevae.com
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Your username is a perfect fit for you. 

Employee. Your advice really resinated with me-"voluntary termination and job abandonment".  I'd never thought of using the term job abandonment reason for termination.  I had an employee who quit for a job that was full time as her job with us was part time.  The full time job didn't work out.  She left us on good terms and I offered her part time job back.  She declined then submitted an unemployment claim against us.  She wasn't approved thank good ness.  I learned to get the voluntary termination in writing.

 

Customer. We're a bakery that provides desserts for weddings.  We conduct tasting appointments for couples.  When I was new to this business I learn no other bakeries in the area charged a fee for this service.  I was shocked.  Guess what happened? Yup, no shows. Couples had no skin in the game.  We started charging a nominal fee and the no shows stopped and our conversion rate for bookings increased.  

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I'm too generous and my mind goes straight to something might be wrong with the client. I cancel the booking and send a text/message hoping they can reschedule soon. I can't afford to lose customers.

Amy Hammer
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Message 9 of 28
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For employees I typically have a very relaxed work-life balance when it comes to their scheduling because I've worked in a LOT of corporate environments and businesses where No Call No Shows are automatic termination, write ups, etc. I've also realized that emergencies happen and the last thing an employee on his/her way to the hospital is going to think of is to call work. We all like to pretend we're the center of the universe but I prefer to let my employees know that their life and their families are more important than a missed shift. 

 

Is there a perfect system? Nope, and I fully recognize that in a lot of cases people will abuse a super relaxed system, however covid really opened my eyes to just how much BS point based systems can be given employers will eliminate positions at the drop of a pin. I'd rather have a relaxed system where if they no call no show they can explain later rather than terminating for life throwing a curve ball.

 

Customers no call/no showing are a different story because if they pre-ordered and pre-paid for their products I have sunk costs related to it.

 

The most confusing order I've ever had was for $1,000 worth of christmas gift bags, the lady didn't want to leave her number, she paid for them and never picked them up....

www.PartyManiaBethesda.com
Please Require Customers to pick time/date at checkout for Square online. Thanks!
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Message 10 of 28
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Thankfully, I do not have to worry about no shows on the customer side of the world.  Before I was an ice cream pusher, though, I worked for a busy restaurant/bar/music venue that had to deal with people not showing up for reservations.  As all F&B folks know this is the bane of our existence!  By the time I left there, they were transitioning to a policy of reservations only with a credit card.  The customers were told that they would be charged $x for each person on the reservation if they just didnโ€™t show up.  It was amazing how quickly that stopped that particular problem, and we got very little blow back because everything was explained up front.  It made our serving staff much happier, too.

 

On the employee side, my first comment is that from Day 1 we had an employee manual.  It stated very clearly our policy which was built using our stateโ€™s laws and unemployment guidelines, and after consultation with a labor-law attorney.  For all employee disciplinary issues, we have a three-strikes policy.  First strike is verbal warning (noted in their files) with a time limit the offense remains โ€˜on the books.โ€  Second strike (within a first strike window) is a written warning with a NEW time limit the offense remains โ€˜on the books.โ€  Third strike (within a second strike window) is a dismissal with cause.  If a strikeโ€™s time limit expires, the clock is reset and a new offense restarts that clock.

 

Our employees all are aware that not only is all of this documented, they have to sign the documentation as well as that they have the chance to make any notes on that documentation if they wish.  Also they know that we will provide all documentation to the unemployment office when they file a claim, and that within the boundaries of the laws of Kentucky we reserve the right to provide a summary of the disciplinary history of the employee to future employers who call for references.  Thankfully, Iโ€™ve never had to do that part because they never provided us as a reference if we fired them.  Iโ€™ve provided plenty of information to unemployment folks, unless I just decided that I was fine having a claim ding my unemployment reserve fund.

 

Anyway, I think the important part here was the first part โ€” we have an employee manual that is clear and provides a level playing field for all of my employees.  Itโ€™s amazing how much easier that makes it on me when problems arise.

Chip

If my answer resolves your issue, please take a minute to mark it as Best Answer. That helps people who find this thread in the future.

Piperโ€™s Ice Cream Bar, Covington KY USA
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Click here to see a list of third-party apps I use to add functionality to my Square account!

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Message 11 of 28
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I don't have employees yet, but for future references they would have 3 no call no shows before termination occurs.  When I managed in big box stores, I always called but if I didn't get a response or something it was automatic.  I know life happens so that's why I'd reach out.

Jacqueline Mull
Owner of Jackie's Uniquely U Boutique
Owner of Uniquely U Anime

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Things happen, so I'm understanding if the person is also respectful.

 

For clients, there is really no benefit in being harsh with them.  We do warn them in advance that our schedule can be quite full so being late might mean their appointment gets moved to a later time or date.  We've done that on busy days, and when our schedule isn't full we usually just fit them in: "Our next opening is at 3:20pm, how about that?"

 

For employees, I expect communication and watch for good habits.  If someone is normally on time and then shows up late one day, I'll ask what happened but not worry about it.  If they are always pushing it then our customers end up waiting and that's unacceptable. I do expect a text or call at least.

 

I had one new employee who missed 3 full-day shifts in her first 2 weeks, and only contacted me in advance about being late for the first one (which she then didn't show for at all).  She seemed genuinely surprised when I told her it wasn't going to work out.

Michael
New Light Photography | SUB Photo | Square fan
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Message 13 of 28
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I feel like I take it case by case.  These days I don't get a lot of no call no shows but when I do

 

the first time I let it go.  We all make scheduling errors so I don't make a big deal out of it.  I do mention that I have a no show fee of 100% of the service but I'll waive it this one time.

 

second time (especially if it is super close to the last time) I charge 100% of the service and let the client know if it happens again I won't be able to keep them as a client.

 

Third time I block.

Doran

Esthetician
Haute Beauty Guide
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Message 14 of 28
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I totally agree with you, but I have a policy that is on all of my receipts and also I have contacts that they have to sign ahead of time, I was finding out that a lot of new customers weโ€™re putting cards on file that didnโ€™t work to book there appointment and then not show up or answer so I can find out what is happening. If a new client or existing client is a no show or cancels the same day it is 100% of the appointment because I canโ€™t fill that spot last minute. A lot of the time I let existing customers and new clients slide the first time but anything after that they should know my policy by heart, But I also think square should verify The card that they put on file when booking the appointment that there is money on it and it works because itโ€™s a business that we run. I know that they have another option where you can pre-pay for the service but there isnโ€™t an option to put a certain amount in there that they have to pre-pay so any new client is not going to pre-pay for a service unless itโ€™s finished and theyโ€™re happy with it So the no call no show or cancellations can be very frustrating. 

Amanda Duffy
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For me I just have a policy that everyone who sees me needs to acknowledge. If itโ€™s because of a illness or action out of there control I donโ€™t stress about it. If someone no shows and calls later on that same day giving a horrible excuse they pay me for my time. If itโ€™s a first time patient and they no show and have confirmed they will make appointment they will get invoiced for the time waisted. 

Ryan Anton Schaffer RMT
www.reginamassagetherapist.com
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We don't get a lot of these because we use a channel in slack for shift swaps to prevent this issue. For emergencies they are allowed to owe the time back to the studio to help on another shift. 

For clients - they void their spot on the waitlist if they don't utilize Square to manage their new start appointment. If they no show - we move on and if they reach out later we see what we can do.

 

Deklan (Dex) they/them]

MudFire CEO | Square enthusiast

Visit me at MudFire online
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When there are no shows for employees they are responsible to find another person but if they can't and it is an emergency I will go in to cover.

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A very good point @TobaccoLeaf.  Iโ€™m the same way, but I donโ€™t consider that a no show in the traditional sense. Once my schedule is published, if Iโ€™ve honored my employeesโ€™ requests/availability, they know they must do everything to cover the shift. If they do and are unsuccessful, and itโ€™s a good reason, the Buck stops with me. Itโ€™s my business after all!

Chip

If my answer resolves your issue, please take a minute to mark it as Best Answer. That helps people who find this thread in the future.

Piperโ€™s Ice Cream Bar, Covington KY USA
Website
Facebook
Click here to see a list of third-party apps I use to add functionality to my Square account!

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For employees: Was there a genuine emergency? Hospital, car break down, family death etc. They get a pass. If its for no good reason, like just didn't want to wake up, Its strike 1 of 3. I've have habitually tardy employees as well, like 15 minutes everyday (and when they were supposed to be present at opening, 15 minutes late is huge) and after informing them they needed to be on time or face consequences (like reduced hourly pay) they quit. Most of the time when an employee is a no call no show, I am trying to figure out if they are okay. I have a pretty flexible system for shifts and I know life happens sometimes, the rule is in general to just let me know. I ask them to send a text to my phone even in the middle of the night (as I have it on do not disturb and will read it as soon as I wake up). Also a rule of no trying to show up for a shift when you were in the ER the night before. Had one employee try to do that and I told them to stay home.

 

Currently don't have client appointments as we are a retail bakery, but every once in a while someone forgets they placed an order and we have to call to remind them. usually not a big deal.

Jessica
Owner/Founder
We'reDough Bakery and Cookie Dough Cafe
Flint, MI
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This is generally how we handle it as well. If a reliable employee is a no call/no show, my first concern is that they're okay. Once we've established that, we go from there depending on the circumstances. Generally, if it was a genuine emergency and it's the first time it happened, we have a conversation, document it in our notes, and then move on -- life happens and we know that our people are humans with lives, just like us. If it happens again, or is a recurring problem, then we begin a process of documenting and if it keeps happening, then letting them go. It's similar with chronic tardiness or callouts.

Michelle Savage
Co-Founder & President
Savage Goods | @savagegoods | savagegoods.com
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