Is this a CF?

[AllNaturalIngredients]

So I’m a self employed makeup artist who rents a room at a local salon for every day I am there. This is about a first time client, don’t know her at all.

The week before lockdown officially started events had started to be cancelled and therefore appointments etc, no problem. I had one appointment still left standing for a wedding guest on the Saturday, couldnt get her to answer my calls or voicemails to see if she was still attending but assumed she would let me know if wedding was cancelled. (By the time I paid rent for the room it wouldn’t really pay me to take a singular appointment but I would never let a client down if possible).

I still live with my mum and she got a letter about shielding so I then knew that I was going to have to cancel regardless. But I was gutted at having to let sown a client at the last minute, I love my work and was worried that it might affect my reputation. Out of desperation I sent the lady a text when she still wouldn’t answer the phone the night before apologising profusely and explaining the situation, I told her a would send her a voucher to make up for it that she could use after this was all over. And I meant that wholeheartedly.

But her reply shocked me, “oh the wedding was cancelled anyway here’s my address for voucher” 😳

So she simply was going to be a no show anyway, which would have cost me rent. And she knew the voucher was for letting her down (as I thought). I was annoyed at the time but then forgot about it until I got a cheeky message today telling me she was still waiting for the voucher 😡

I know I offered, but I suppose I’m annoyed because I know she wasn’t go to do the decent thing for me. She never even acknowledged my calls until she got a whiff of the free voucher. Obviously I have no option now but to give it but I resent it so much.

AIBU or did I cut the rod for my own back?

Do make sure the voucher is specific to her and non-transferable and once she has made a booking it cannot be cancelled, amended or substituted.

Insist she wears a mask

When was this actual appointment booked for? You’ve legally been unable to do any sort of facial beauty treatments until about 10 days ago? All appointments have been cancelled for everyone.

Issue the voucher, but I am sure you will be fully booked up for the next 18 years.

i would send her a voucher for 50% off valid mon-thurs/fri, with an expiry date for end Sept.
Must be annoying, since its likely she was going to be a no show

To be fair you don’t owe her an entire free makeover as you are only making up for having to cancel last minute (whether she would have shown up or not is irrelevant for business purposes, you cancelled the appt not her.) I would say that a 30% off full make up voucher or free party eyelash application (or whatever is worth approx £10) is more than fair. Even something like “free eye make up on purchase of 2 full make up applications”?

It acknowledges her “inconvenience “ in being let down, but should still make it worthwhile for you to do. I don’t agree with limiting it to Monday to Thursday either as if she is genuine this would be really unfair.

I don’t regularly get stuff like this done but as a potential client looking for a special occasion would think this is more than fair.

Could you do a 50% voucher. I don't mean half the cost, just half her face...........

Send her a voucher but be fully booked for the foreseeable! And block her from your business page!

I agree with the others saying offer a discount or one session free when you book two type of deal. She can’t say anything bad on review sites if you do that

@SeriouslyRetro
The week before lockdown officially started events had started to be cancelled and therefore appointments etc, no problem. I had one appointment still left standing for a wedding guest on the Saturday

It was before lockdown

Agree she is a CF (especially to still be asking for the voucher!) and also agree with others suggesting you make it a very specific voucher. Definitely not for a prime time seating. Something that suits you.

OP seriously, you don't need to give her a whole free session. Send a 25% or 50% off voucher. If she complains, say

"oh, there must have been a misunderstanding. The voucher was a goodwill gesture and was always going to be a discount. Not a free session. In any case, as the wedding was cancelled anyway, you are not out of pocket so it's a win-win" with a big smile

Could you do a 50% voucher. I don't mean half the cost, just half her face...........

Genius!

Shame Voucher is lost in the post!

I agree with others that it doesn’t really matter if she was intending to no-show, you blinked first.

Spending on exactly what you said I’d do a voucher for 30% or 50% off an application. Don’t be unreasonable about it with a short end-date or silly restrictions it’ll just backfire on your reputation.

I’d take the opportunity to introduce a non-refundable deposit up front. You can always waive it for good customers or when you think it’s fair, but it’ll help buffer you against future CFs.

I’d also do a money off voucher if you can. If you can’t, other options include specifying a time limit eg half an hour. Or a voucher for a half hour make up application consultation with 20% off any products purchased.

Deffo sounds CF.

I'd take the hit, send the voucher and hope that it means I get some business out of it in the future. Chances are you will, if she is still getting married you will hopefully get that business

I think the 20 per cent off sounds the best option. Lots of people keep the voucher but dont get around to it unless its for something special like a wedding. No point antagonising but if she does make the appointment you could send her T and C of no cancellations in 48 hours. Then she can't really complain about you... it will be gritty if she turns up, but you never know there may as others have said some extenuating circumstance, even if the balance of probability is that there's some CF involved.

I’d say sorry but the voucher was in lieu of my not being able to honour your appointment. As you have now informed me that you had no intention of attending the appointment anyway obviously my offer is no longer required.

Yes but slightly amended:

The voucher was in lieu of my not being able to honour your appointment. As you have now informed me that you had no intention of attending the appointment anyway then my offer is no longer applicable.

I would be sorely tempted to add a polite request to "always consider that business, large or small, bear the overheads for unconfirmed cancellations. Please cancel well in advance wherever possible."

But I am a bit prone to over egg the pudding.