Being on time is important for our service. Our rule is that if clients arrive late, they will only get the treatment time left in their appointment. We understand that being late can be annoying, but we want to focus on good service and happy clients.

 

To keep a positive environment and avoid problems like bad reviews or disruptions, please follow these steps when dealing with late arrivals. This will also help protect your income, as missed or rescheduled appointments can affect your earnings.

 

**Before the Client Arrives:**

 

1. **Take Action Early:** Contact the receptionist to see how you can help the late client.

 

   1.1. If there are no open appointment slots, the receptionist will tell you to inform the client of their remaining appointment time.

 

   1.2. If there is a gap after your current appointment, the receptionist will help you reschedule to give the client more time.

 

**When the Client Arrives:**

 

1. **Welcome the Client:** Greet the client warmly and invite them to sit down, encouraging them to relax.

 

2. **Talk to Reception:** While the client is getting settled, call the receptionist to discuss what options are available.

 

Please call the receptionist right away. Don't waste the time with back-and-forth texting.  

 

   2.1. If the receptionist has given you instructions before the client arrived, clearly explain those options to the client.

 

   2.2. If no instructions were provided, check your schedule for any open time. If you can offer more time beyond what is left in the appointment, kindly say:

 

   **If You Have Extra Time:**

 

   "I understand that arriving late affects your treatment time. I can only provide the remaining time as scheduled. However, I have a small window after my next appointment, and I'm happy to offer you as much extra time as possible. This depends on my next appointment, but I will do my best to give you great service."

 

Additionally, Please inform them that we can allocate just for this time as you have an available gap to provide but this can’t be guaranteed for next time. Please inform the receptionist before taking the client into the treatment room.

 

   **If You Do Not Have Extra Time:**

 

   Politely let the client know that you are fully booked, but you can give them the remaining time, plus an extra 5 minutes from your break as you are feeling sympathy and wanting to help them the best you could. This will make the client feel that you understand them and do your best to solve the problem. ( **Note** : Providing an extra 5 minutes is not mandatory. it's merely a verbal assurance to make them feel supported )

 

   "I’m sorry. I genuinely sympathise with your situation, and I want to help you as much as possible. My schedule is fully booked today. However, I can treat you for the remaining time and will add an extra 5 minutes out from my own break if that works for you. This is the most I can do to offer. Shall we go ahead, please?"

 

On the other hand, if the client is unhappy with this arrangement, genuinely apologize and express your understanding and sympathy for their situation. After that, clarify that this is the best solution you can offer within your authority. If they wish to discuss the matter further, inform them that our receptionist and manager are currently working remotely. They can directly contact the receptionist using the provided phone number or send us an email for additional support. This is the extent of what you can do at this moment, as it lies beyond your authority. From now on, only the Receptionist and Manager can assist them, which may take a little time to arrange. Or you can also follow guidelines below:

 

1. **Acknowledge the Client's Concerns:**

   - Begin by sincerely apologizing for the client's dissatisfaction. Use empathetic language to show that you understand their feelings and situation.

 

2. **Explain Your Position:**

   - Clearly communicate that you have done your best to address their concerns within your authority. Be transparent about the limitations of what you can offer.

 

3. **Provide Options for Further Assistance:**

   - Inform the client that our receptionist and manager are currently working remotely. Let them know that they can reach out to the receptionist directly by using the provided phone number or send an email for further support.

 

4. **Set Expectations:**

   - Make it clear that while you are unable to assist them further at this moment, the receptionist and manager will be the only ones who can provide additional help. 

 

5. **Be Patient:**

   - Advise the client that it may take some time to connect with the receptionist or manager. Thank them for their understanding and patience in this process.

 

6. **Follow Up:**

   - If possible, offer to follow up with the client after they have reached out for further assistance to ensure their needs are being met.

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​By adhering to these guidelines, we can ensure a compassionate and professional approach to customer service, fostering trust and satisfaction among our clients.