Join Date: Mar 2014
Location: Weston, Florida
I've been running a small cleaning business in south Florida for over a year. I've established a group of reliable regulars and when I have a customer that begins to cancel appointments at the last minute or reschedule frequently, I become annoyed. I'm very careful about the way I speak to them because I don't want to lose their business.
Today this happened with one of my very sweet customers, she had an appointment early tomorrow and called me this evening to "reschedule." She's done this frequently over the last month and half, but always says she doesn't want me to quit. I told her this evening that I noticed she was doing this frequently and would prefer that she be honest about keeping my services (I clean her house twice a month for about 6 months).
I guess I'm feeling bad about being so direct, and of course I don't want to lose the business. However, I feel justified. She's no longer a loyal customer if she does this, and I can eventually replace her time slot. I just feel uncomfortable asserting myself, but know it's necessary.
Has anyone had this problem, and how did you handle it?