HANDLING APPOINTMENT NO SHOWS 

Policy

1. The Client is Called 5 Minutes Past Their Appointment Time to See if They are On Their Way

As a courtesy, once the client is 5 minutes late, we call them to see if they are on their way.

2. New Complimentary Consults (ie Non-Acne Clients) are NEVER Charged a Fee
3. New Acne Clients that no show a Holistic Acne Consult are Charged the Full Consult Fee of $55. (IMP NOTE: This fee can later be applied towards the HAC if they reschedule)
4. On Saturdays, All No-Shows are Charged a $55 Fee for appointments besides DermaPen, these are charged for half of the amount of treatment price. No Exceptions! Saturdays are the clinic’s busiest day of operation

5. No Shows are Auto-Charged the $55 Fee to the Card on File. There are no exceptions. (Zenoti will automatically generate a $55 invoice)

6. The Client is Treated with Courtesy and Respect

Task

After following the "Late Policies", when the client is a no show for their scheduled appointment, the Front Desk
Associate:

1. Navigates to Zenoti and right clicks on the guest name in the Appointment Book. Clicks "Change Status" and then clinic "No Show". This will generate a $55 invoice for the fee. THIS IS NEVER TO BE WAIVED.
   
   

2. Types in the reason for the cancellation. For example, No Showed Appt. Click "Submit".
   
   

• The $55 fee invoice will pop-up after submitting the prior information. 

4. Charges the card on file for the No Show fee. All services are a $55 fee except DermaPen is a $100 fee. (See Processing Payment)
   
   
5. For a DermaPen fee, the invoice will populate for $55 and you will manually change it to $100 by clicking on the $55 line item. A manager may be needed to override the amount.

5. After successfully processing the payment, Texts the client using Canned Response called: No Show Text- VM Already Left

• • Indicates whether or not the client was charged the 48-hour policy fee or if the fee was waived

6. If the credit card on file does not work, Texts the client asking them to call us to update their credit card on file. If you do not hear back from the client, notify the MOD and add a note to Zenoti.