Make your policy clear from the start

I run a beauty therapy shop. In

order to operate efficiently, we

have an appointments system, so if clients are more than 10 minutes

late, we can’t fit them in if we’re fully

booked. I understand things happen that can delay people but if we start to run late it has a knock-on effect and then everyone suffers. I’m fed up with latecomers having a go at me. Why don’t they understand?

Dianne, Southport

I’m sure at one level they do understand but they’re disappointed that they can’t have their treatment. I wonder if you have an explicit agreement with clients about your lateness and cancellation policy. It might be helpful to give each client a written copy of this on their first visit and for your receptionist or you to go through it, answer any queries and ask them if they agree.

If they have seen this and they’re late, you just need to gently remind them and they’re less likely to make a fuss.

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