CANCELLING OR RESCHEDULING AN APPOINTMENT (LESS THAN 48-HR NOTICE) 

Policy

1. It is the Front Desk Coordinator's responsibility to prevent appointments from being rescheduled or cancelled the same day or with less than 48 hours' notice. As a business, it is difficult for us to fill in an appointment the day off or even a few days before. Our Estheticians rely on these appointments for their paycheck and we need to kindly uphold our policies regarding less than 48 hour rescheduling or cancelling. The front desk is to, first, attempts to prevent from moving the appointment by notifying the client that there will be a $55 fee to do so. If client can still come in the same day, at a different time, the fee is waived. If the client cannot come in, then the front desk associate proceeds with processing the cancellation fee. 
    

2. New Holistic Acne Consults are NEVER charged a $55 fee for less than 48 hour rescheduling or cancellation. (ATTEMPT TO FIND OUT WHY THEY ARE CANCELLING AND ADDRESS CONCERNS)
    

3. New Complimentary Consults are NEVER charged a $55 fee for less than 48 hour rescheduling or cancellation. (ATTEMPT TO FIND OUT WHY THEY ARE CANCELLING AND ADDRESS CONCERNS)
    

4. For Saturday Appointments, All Less Than 48-hour Cancellations or Reschedules are Charged a $55-$100 Fee depending on the treatment. NO EXCEPTIONS! 
    

5. If the Client Cancels or Reschedules for the First Time with Less Than 48-hour Notice, the Fee is Waived (except for Saturday appointments) and noted in the ‘Notes’ section of their Guest Profile. 
    

6. If the Client Has Cancelled with Less Than 48-Hour Notice in the Last 6 Months, the Client is Charged $55-$100 depending on the treatment.
    
7. The following reasons for cancelling or rescheduling with less than 48 hours notice will be accepted as exceptions to the $55 fee:
   • Covid positive test result
   • Covid exposure
   • Family emergency- death in the family, hospitalized family member, car accident, pet emergency
      
8. If the client refuses to pay a cancellation or less than 48 hour reschedule fee, the FDC to take a message for the MOD and post the message on the Trello Front Desk Board. The FDC is not permitted to waive fees.
    
9. The Client is always Treated with Courtesy and Respect  

Task 

When the client contacts the clinic to cancel their appointment with LESS than 48 hours notice, the Front Desk
Associate:

 

1. Answers the phone or a text from a client requesting to cancel or reschedule the day of the appointment or with less than 48 hour notice
   
   Client states: "Hello, I need to cancel/reschedule my appointment for tomorrow at 1pm."
    

2. The Front Desk Coordinator Replies: 
   
   Thank you so much for calling (insert client name) :) Unfortunately, we do have a 48 hour cancellation policy so if I cancel/reschedule your appointment there will be a $55 charge. Would you like to go ahead and keep this appointment?
    

3. The client will choose at this point to either hold the appointment or move forward with the reschedule or cancellation
    
   1. If the client chooses to hold the appointment, thank them for calling and end the call.
       
   2. If the client wants to CANCEL and is in the Acne Program: 
      1. Locate the appointment in the Zenoti Appointment Book
      2. Informs the client "if we reschedule the appointment, I can waive the $55 fee today"
      3. IF they do not reschedule, proceeds with cancelling and charging the $55 fee to the card on file if the client does not reschedule. GO TO STEP 5 BELOW.
      4. Informs client, "we do nee to be sure you get your next appointment scheduled by _______ date (check Guest History for date 3-weeks past last Acne Peel), can you please call us or schedule online before that date?"
          
   3. If the client wants to CANCEL and is NOT in the Acne Program:
      1. Locate the appointment in the Zenoti Appointment Book
      2. Ask the client ""if we reschedule the appointment, I can waive the $55 fee today"
          
   4. If the client wants RESCHEDULE the appointment and is in the Acne Program:
      1. Navigate to the Client's Guest History>Appointments and look up the date of their last Acne Peel
      2. Calculate the date for 3-weeks past their last Acne Peel (for example, they were last seen Feb 1 so 3-weeks out is Feb 21). This is the date that they MUST reschedule their Acne Peel by so they don't start breaking out again.
      3.  
4. If the appointment is less than 48 hours away, informs client of 48-hour cancellation policy:
    

“We do have a 48-hour cancellation policy, by cancelling this appointment with less than 48-hours’ notice there will be a fee to do so. Did you still want to cancel this appointment?”
 

• If the appointment is for a new client for a Complimentary Consultation (and service), see manager.
• If an existing client chooses to proceed with canceling, navigate to Guest Profile notes to see if they have previously canceled with less than 48-hour notice to determine if you need to charge them.
• Then, make a note in their profile that states they cancelled or rescheduled with less than 48-hour notice and notify manager(s). If you charged the client, note this in their profile as well.
• If the existing client has cancelled with insufficient notice previously, process credit card on file $55-$100. (Refer TSK-160)
   

5. Right clicks on the appointment in Zenoti
    
6. Hover Over “Change Status” and click "Cancel"
    
7. A cancellation invoice will automatically pop-up. Click "Add Payment", then select the first card on file and click "Pay"
   
   
   
   
   If the cancellation is for a DermaPen, first, change the price to $100.
   
   If the first card fails, try the other cards in the list. If all cards fail, collect a new card.
    
8. Thanks client for their call.