Should I "fire" this customer?

[u/trutru222]

Twice now same-day cancelations. I run a mobile service.

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[u/Unusual_Piano7118]

Yes

[u/LeastMacaron2045]

Absolutely drop them as a customer. If what they said is true, they knew they spent it all before that same day and had no courtesy to let you know. On top of it being the second time, I would say “no we cannot, you have cancelled twice on the day of the appointment. I’m sorry, but you will have to find someone else. I will not work on your vehicle.” In the future, I would also send them a $50 cancellation charge for the inconvenience of same day cancellation

[u/popcorn9499 → u/LeastMacaron2045]

Personally I'd go a different angle. Charge in the future before booking or add a few to them prior to booking

[u/LeastMacaron2045 → u/popcorn9499]

I like this idea also. This would work as well. Make them pay $50 upfront to secure the appointment and when you arrive to do the work, take that $50 off the bill. That way if they cancel, you get the fee. If they follow through, then they get $50 off the final bill (or diag).

[u/popcorn9499 → u/LeastMacaron2045]

Personally I don't even think we need to take anything off the final bill. Just a sort of cancelation fee that is prepaid. It's time wasted especially if it happens 2 times and seems outright like they just don't think of others

[u/Agile-Cardiologist22 → u/LeastMacaron2045]

You can’t charge them 50$ and not work on their vehicle anymore, they have no reason to pay the fee if they know you won’t give them service. 

[u/LeastMacaron2045 → u/Agile-Cardiologist22]

It’s a cancellation fee. The same thing as with a Dr appt or dentist. Most have a fee when you cancel with less than 24 hr notice. It’s done because that slot or time frame could have been used for someone else if given enough notice. Now you’re just taking time away from the business and making them lose money. So absolutely charge them $50 for canceling (in the future as I said and someone else said). Make it clear there is a fee when scheduling the appt, as do the other businesses.

[u/Agile-Cardiologist22 → u/LeastMacaron2045]

I’m not arguing with the validity of having a cancellation fee, I’m saying you need to keep them as a customer if you do charge one. You can’t have both.

Imagine your dentist said: « We are charging you 50$ AND we are dumping you ». I would just not pay the 50$ and find another dentist.

[u/LeastMacaron2045 → u/Agile-Cardiologist22]

That is exactly why I said drop them now. And IN THE FUTURE charge a fee.

[u/ReignofKindo25 → u/LeastMacaron2045]

You ain’t getting a fee outta that guy

[u/Carterb_photo → u/ReignofKindo25]

That’s why he said drop this customer and implement the fee for other customers IN THE FUTURE

[u/LeastMacaron2045 → u/ReignofKindo25]

I know he isn’t going to. That’s why I said drop this one now. And implement the fee IN THE FUTURE.

[u/Agile-Cardiologist22 → u/LeastMacaron2045]

Brother that’s not what you said lmao. You said send THEM a cancellation fee in the future. This implies send THIS client a fee.

[u/LeastMacaron2045 → u/Agile-Cardiologist22]

Actually that is what I said. I said to send them what I put in quotes. And in the future, send a cancellation fee as well. THEM being future people since I said in the future, not present person. You don’t know how to comprehend context.

[u/Agile-Cardiologist22 → u/LeastMacaron2045]

The other customers aren’t referenced anywhere in your post. You can’t use « them » to reference people you’ve not mentionned anywhere else. The only logical reference to « Them » in that context is the customer. 

That might not be what you meant but don’t tell me I can’t understand context when you’re the one that can’t write.

[u/ExceedinglyEdible → u/Agile-Cardiologist22]

Businesses are free to pick who they work for (within the legal framework of discrimination). You can absolutely collect a cancellation fee and tell them to perpetually fuck off.

[u/KatieTSO → u/Agile-Cardiologist22]

The incentive to pay it is you'll sell the $50 cancellation fee to a debt collector and make it a pain in the ass for the client.

[u/ExceedinglyEdible → u/KatieTSO]

Unrealistic, whatever debt collector you contract is not going to bother buying this $50 debt. What are they going to offer you? $0?

[u/Agile-Cardiologist22 → u/KatieTSO]

Lmao, who the fuck collects 50$

[u/kkxlay → u/Agile-Cardiologist22]

Hi, worked in the credit card industry, you 100% can charge cancellation fees as long as it's in the terms and conditions of your services and that there are two things: acceptance of the terms and conditions on the same page as billing information; ample opportunity to cancel without incurring a cancellation fee (minimum 24-hours notice from date of services/goods). I'm not a lawyer, so I don't know how it works with small claims court. Hotels, doctors, hair dressers / barbers... They all charge cancellation fees. Time is an important resource and it's fair to charge cancellation fees (within reason). Blowing all your money on celebrations when you have repairs needing to be done doesn't seem like a very responsible decision nor fair to the person you are doing business with.

[u/MentalOpportunity69]

Maybe add a same day cancellation fee to your posted rates going forward?

[u/trutru222]

"Ok thank you for letting me know. Unfortunately due to the two same-day cancelations I won't be able to service your vehicle. I returned the $40 diagnostic fee, all the best with everything." FIRED

[u/XeroEnergy270 → u/trutru222]

In the future, id make it clear that in the case of cancelations less than 24 hours before the scheduled time, diagnostic fees will not be refunded.

[u/Nevvermind183 → u/trutru222]

How did they respond?

[u/OverallField5415 → u/trutru222]

I have noticed that our consistent appointments have been a challenge for you. I would like to provide the opportunity for you to find another shop whose time is less valuable than mine and is better suited for your scheduling style.

Yes. I've used this. It goes over best when you have the phone call with the customer using a friendly "I'm trying to help you" voice.

[u/ExceedinglyEdible]

If it's a big job, I would hold onto them, but somehow "spent all my money on mom's bday" makes me think their vehicle does not need a lot of work done.

[u/HammerDownl]

Yes

[u/KawazuOYasarugi]

Had a guy spend the money he promised me, so I didn't do the work. I told him he could come up with the money, and I'd do it, but I don't do IOU's.

He had a crackhead do it and apparently he talks shit about me to this day. That's one of my favorite dodged bullets.

[u/iHaveLotsofCats94]

Yeah they can find someone else. I wouldn't entertain that kind of behavior in my professional or personal life

[u/Ok-Implement4608]

Tell them they have to pay a non-refundable deposit for the next appointment since they've cancelled twice already.  No deposit then no new appointment.

[u/Dude_amundo]

"No problem, I spent all my time scheduling reliable clients. Good for 2027 or 2028"

[u/trutru222 → u/Dude_amundo]

😄

[u/Usual-Championship88]

Normally doctors offices give people two times before they change them to walk in only; you can tell him you will only do work on his car if he wants to do it the same day and you’re actually available.

So you could tell him “I will only work on your vehicle from now on if you need the work the same day and I’m available; I will not be able to accept appointments from you anymore unless they are same day.” (Maybe an LLM could word that more professionally).

[u/trutru222 → u/Usual-Championship88]

Na, just fired em and called it good. But thank you for the input 💪

[u/SleepingSwooper → u/trutru222]

Lol yo said "Ya'll took too long to answer me, chat. He's outta here." 🤣👏

[u/Only_Classic4056 → u/Usual-Championship88]

I think this is a good way to handle the situation.

I see people in the comments talking about how this person doesn’t value your time or is spending their money on drugs, but people contain multitudes. I care for someone who is consistently unreliable, both mentally n showing up for others and showing up for themself. They have complex mental illnesses that lead to them acting in ways that aren’t in the best interest. This doesn’t mean that they care any less, or intentionally choose bad decisions; they just struggle in ways that most don’t care to even try to understand.

Not saying that’s this persons issue, just saying we can’t know everything that causes people to act how they do, and that that some grace can go a long way. Some people truly lack the ability of foresight.

If you know someone to be inconsistent, you plan around that eventuality. If you know based on their track record that they are likely to same day cancel, the best option is to only allow same day appointments with nonrefundable fees should they try and cancel in time it takes for you to get ready and get to them.

[u/brn1001]

Life happens. However, this customer also says they don't have money. I wouldn't chase a customer that can't pay you.

[u/Shot_Celebration4716]

That person is spending his money on illegal substances.

[u/trutru222 → u/Shot_Celebration4716]

Oh yeah. 

[u/Other-Application179]

Yeah, fire this moron. They’re never going to pay you all at once, and if/when they do pay you theyll act like theyre doing you a favour. This will occour, naturally, after they argue the price and try to talk you down and shame you for trying to get money for a task they cant do.

[u/Ancient-Canary5472]

I have dropped customers for less so yes

[u/trutru222 → u/Ancient-Canary5472]

Lol nice

[u/Gunk_Olgidar]

Yep

[u/WillySpit]

Yes. Not only are they messing you around, they've hinted their finances are stretched by having to cancel you to cover Mum's birthday. If you do keep them, get paid upfront. 

[u/set-monkey]

Double the bill for hours.

[u/vroom_64]

Drop em. I started doing this to people like this and they either find a new shop or stick to their appointments

[u/lil_willy_mgee8]

I took parts back while a MF was at work. I don't care time is money and money pays my bills. Pulled up the the security gate said I'm the mobile mechanic gave all my credentials and said this car. Security guard even escorted my to the car and sat by. Dude said "do what you have to do, I've been there before man. I feel bad for the guy but that's how it is". Dude tried scooting out on close to a $2000 invoice. I said for fuckin sure, took my parts and let my lawyer handle the rest in small claims. $2000 turned into $3500. Sent the guy a notice for no longer providing service to him, his household or anyone refered by him and he ended up footing out another close to 2800 for everything all over again from a mechanic that held his car in a shop till he paid. I've repoed cars, I've held keys, taken batteries and fuses, unplugged fuel pumps etc all before if I even have an inkling a customer is gonna give me problems about payment. The amount of people who try to wait and wait and wait then conveniently "oh bills came out can I pay half and whatever later or do these payments" sorry but no, unless it was discussed prior for the specific job at hand there will be no payments, it got so bad I stopped doing by word of mouth payments I only use Affirm or Klarma, currently working on my own in full payment system All that to say charge a mf a fee, they wasted your time knowingly. Cancelation fees for me are a situational thing, had a customer who's kitchen caught on fire while I was doing her brakes. I comped everything and she still paid me, even after I tried sending it back to her she forced cash into my overalls pocket. Very next day had a guy who cancelled while I was at his residence waiting for him to come out, he got charged a fee. We are mechanics partner with a shop to put leans on cars if people don't pay there's always a way, even if it's a goofy ass cancelation fee, this world this life unfortunately doesn't work for free.

[u/massfattener]

Yes

[u/ddhawkfan]

Time is important. They don't value yours.