WWYD? Question for those that have equine or other mobile businesses? ( or anyone else that wants to comment)

[JulesRules]

Scenario:

You have booked an appointment with a client several weeks ago. This is a known client that has used your business on multiple occasions and has always been reliable. You give a 15 minute window for arrival explaining that you might be slightly late if the client before takes longer than expected and client says no problem.
You message 2 days before to confirm and client responds all okay.
You message at the end of the appointment time to say you will be half an hour, and then again 15 minutes later to ask client if they want to rearrange? You see that client hasn't seen either message so you try to call a couple of times using a messenger app but can't get a reply.

What do you do next?

A) assume there is no signal on the yard, or that the client is riding or doing something with a horse and continue to the appointment.

B) Assume they are unavailable and continue to your next customer.

C) keep trying to phone, or try another means of communication.

D) something else.

 

[TheOldTrout]

Assuming that it's a horse related appointment, I'd do A.

 

[Red-1]

I don't catch calls done on a messaging app, only if it is a phone call or text.

But yes, if I couldn't get a reply via phone or text, I would do A, as the client is expecting you.

 

[Sandstone1]

A

 

[scats]

I would do A

 

[Gloi]

If they did B I would avoid using them again

 

[alibali]

A

 

[PapaverFollis]

A. I wouldn't assume a person not responding to any messages meant "don't come" !!

 

[Lexi_]

I don’t know why they would do anything other than A. The appointment has been made and confirmed. The subsequent messages are nice for the business person to send to the client (how often do we see people moaning that the farrier/physio etc hasn’t let them know they’re running late?) but a lack of response to them can’t possibly be construed as the client cancelling the appointment.

 

[AmyMay]

A, obviously ??‍

 

[doodle]

I’m keen to know what actually happened now!

 

[Gingerwitch]

I would have a3nt the I will be half an hour text and left it that and then travelled to them. If you had done anything other than this with me I could not either use or recommend you.

 

[cobgoblin]

A... Though if they're dippy, they may have forgotten about you.

 

[irishdraft]

A

 

[JulesRules]

If they did B I would avoid using them again

They did B and I'm still livid 5 hours later. It was a clipping appointment and I'd brought my horses in at 11.30 and they'd been stood in for 2 hours by the time I got the messages.

 

[SusieT]

A, as a client I'd have been checking in with them after a 30inute delay mind, or checking my phone signal etc.
Have they offered to come back at a convenient time for you?

 

[Gingerwitch]

A, as a client I'd have been checking in with them after a 30inute delay mind, or checking my phone signal etc.
Have they offered to come back at a convenient time for you?

See I would not give them a second chance, especially if it was the way op has now explained. If they had arrived and o was not available then i would expect to cover costs and a cancellation charge at the least.

 

[JulesRules]

A, as a client I'd have been checking in with them after a 30inute delay mind, or checking my phone signal etc.
Have they offered to come back at a convenient time for you?

I don't have any signal at the yard most of the time though so I couldn't.

 

[Fjord]

I wouldn't use them again. That's rubbish customer service.

 

[JulesRules]

Thanks all. I was livid and just wanted to check I wasn't over reacting. I had arranged my whole day around the appointment and was already in a bad mood as my car broke down on the way back from the feed merchants. I even prioritized making sure the horses were in and clean over dealing with the RAC and got my car towed home rather than going with the RAC to a garage to get it fixed because I didn't want to mess her around.

 

[doodle]

I would be fuming too. Certainly no second chances for her.

 

[Frumpoon]

Uh oh.....I wonder who this is....

 

[Micropony]

I would have been cross too in that scenario. Do you know her well enough to explain why you were so disappointed with how she handled it, or will you just use someone else in future?

 

[Ample Prosecco]

Phew I'm glad this wasn't you! I was wondering what planet you were on if you had decided not to turn up to your client! A is obviously appropriate. I mean who is expected to reconfirm 3 times? She must have been running late and wanted an excuse to bin you. She had no legitimate excuse whatsoever to not turn up. You had a confirmed slot, she failed to show up for it. Appalling service.

Tbh I'd be more annoyed at trying to somehow excuse herself rather than just say the day had got away from her or the prevcious horses was a nightmare and she no longer had time to get to you. My old farrier would quite often fail to show which was annoying but less annoying than trying to claim his no show was somehow on me.

 

[Pearlsacarolsinger]

They did B and I'm still livid 5 hours later. It was a clipping appointment and I'd brought my horses in at 11.30 and they'd been stood in for 2 hours by the time I got the messages.

I would be furious too and wouldn't use their service again. Text messages go astray. I know someone who got a message to say that her child's school was closed because of snow, in July, the message had been sent in January!

 

[JulesRules]

I would have been cross too in that scenario. Do you know her well enough to explain why you were so disappointed with how she handled it, or will you just use someone else in future?

Pretty much did this first thing today when she came to do the job.

If I didn't have a history with her and normally get on well with her I would have binned her, but it would have been more hassle trying to get someone else to do it ( I detest clipping so would rather pay someone).

It's done and dusted now. I had my say this morning and now we move on, but I don't think she'll piss me about again anytime soon.

 

[wish upon a star]

You could have sedated your horses if they were bad to clip and that would have been a complete waste of the vets time and unnecessary sedative! I would have been very annoyed too. Glad you've spoken to her, hope she doesn't do it again.