Forum

• # 72433
• Wed 22 Jun 2011 08:25 PM

Hi everyone
I am looking for a bit of advice but also to let off a bit of steam. I had a meeting arranged with a client this morning. They wanted to see me at short notice so I made arrangements to meet them at their place of work. I sat there like an idiot for 45 mins but they failed to show up. They tried to say it was arranged for next week and that I had misunderstood but I have email confirmation of the date and time.
Last week I had a client that cancelled 1 hour before we were due to meet. She cancelled because 'it was horrible weather and she couldn't be bothered to go out yet'.
Another client that same day didn't bother to show up, didn't call and when I finally got a hold of him he said 'sorry, i was a bit preoccupied with the horse trials'.
On the other hand I have clients showing up at my house at all hours, ranging from 8am to 9pm wanting to discuss accounts etc.
I thought I had made my terms of engagement perfectly clear from the outset with my engagement letter.
These cancellations and unexpected visitors are starting to have an effect on the way I run my business and my personal life as it is happening all too regularly.
What do you do in this situation? How would you turn this around? I do not want to be treated like a doormat but also do not want to appear as unreasonable. I knew when I became self-employed to expect the occasional unannounced caller and cancelled meeting but this is happening on a weekly basis. I have a young child and a partner that work shift (incl. nights) and I had hoped to keep my work life and business separate.
Even my dogs haven't deterred them! LOL
Any advice greatly appreciated.
Also, do you still charge your clients when they cancel meetings at short notice? 

Many thanks in advance.

Angie

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• # 72465
• Thu 23 Jun 2011 12:38 PM

Hmm this is a tough one but I'll give it a go...firstly I would send out a notice to all of your clients stating what your working hours are, and then if anyone wishes to meet you outside these hours that they should arrange by appointment, that to me is not unreasonable, I'm sure these clients would not treat a solicitor/accountant etc. the same way!

Also, unless you have done this already, you should include in your letter of engagement the amount of notice required to cancel a meeting and the consequences if clients don't adhere to this, once they sign the letter then they have agreed to this term.

As for your existing clients I would just have an informal chat with them, explaining your situation and how it is affecting you and your business, if they are reasonable they should be understanding, if not then they are not worth the hassle in my opinion.

This is what I would do - just dropping in unannounced at someone's home is an intrusion on their life and privacy.

Hope this helps?

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• # 72477
• Thu 23 Jun 2011 10:32 PM

Hi Angie

A few suggestions to keeping the clients away in the evening

a) Tell them "the dogs havent had their dinner yet so I daren't let you in"
b) "My child is in the bath"
c) "Where's my takeaway since you'll cause me to burn dinner?"
d) "Oh, I'm just going out for my weekly satanic meeting" (although I only use that one for Door to Door salesmen - not my clients)
e) "Oh, great, you've brought the receipts etc, I'll take them now and get back to you, my favourite soppy film is on and I can't stop to chat"
f)  "Sorry, not a good time, I'm on the phone"
g) " I've got the Tax Inspector in going over another clients accounts"

As for cancelled meetings, well......there may come a time when you need to cancel as well, Ive just had an ear bashing from a client and I gave him three days notice.....

But I would charge if I had to go any place other than my own office (in my house) if a client canelled on me after the meeting was supposed to start.  At the end of the day it's time that is billable and you lose that time earning money.

An email or letter round your current clients explaining why you need to bill your time in future might help.

Good Luck

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• # 72479
• Thu 23 Jun 2011 11:05 PM

Thank you for your replies, they are very helpful.

I especially like option 1 Liz D. I thought the sight and sound of my 2 rottweiller x staffordshire bull terriers would put anyone off but it is common knowledge that they would only lick you to death LOL x

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• # 72634
• Tue 28 Jun 2011 08:03 PM

Hi Angie

With regards to cancelled  meetings on the day, yes absolutely charge for it! You could've booked someone else in and be earning money.

Re: clients knocking on your door, don't give them your address! Mine is on my invoice, but I'd never ever encourage them around - if they want to meet it's at their premises or a public place.

Best of luck!
Helen x

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