HANDLING CLIENT LATE ARRIVAL FOR NON-ACNE PROGRAM CLIENTS

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. Depending on the appointment type, if the Client is going to be More Than 10-15 minutes Late this is typically Handled as a No-Show (Refer POL-146)
3. If the Client is LESS than 15 Minutes Late, they can still be seen for Their Appointment
4. The Front Desk Associate Always Informs the Esthetician of Any Late Arrivals via Slack
5. The Esthetician is not permitted to give direction to the Front Desk on whether or not they will see a client due to running late. The policies and process stated here are to be followed by the Front Desk Coordinator. The MOD is the only staff member allowed to ask the FDC to do otherwise.
6. The Client is Treated with Courtesy and Respect

Task

When the client is more than 5 minutes late to a scheduled appointment, the Front Desk Associate:

1. Calls or Texts the client after 5 minutes from scheduled appointment time
   
   “Hi __________, we had you scheduled for an appointment at _______(time) today and it is now ______(time). If you are on your way to this appointment, please give us a call back. If for some reason you are unable to make this appointment, please give is a call to reschedule.”

2. If you call the client and they are running behind by more than 10-15 minutes, offers a few different options to the client:

• • If there are no appointments scheduled after them and they are only a few minutes away, inform them they can still be seen.

• • If there is another appointment booked immediately afterwards:

1. 1. 1. IF 10 MINUTES LATE: Inform the client they can still be seen but their service will still be ending at ___ time and will be shortened.
      2. IF 15 or MORE MINUTES LATE:
         1. The client no longer be seen. This is handled as a No-Show and the $55 fee is charged. Reschedule the appointment for another day.
2. If you receive a voicemail, leave a message indicating:
3. If the client cannot be seen or never replies, this qualifies as a “no-show”. Refer to TSK-146 and proceed starting with step #4
4. If the client can be seen, informs the client’s Esthetician that the client will arrive any minute