Spa Provider No Show - Same Day Cancellation
Use Case: No show (live case, therapist is not there)
Reply to Spa: #Provider-no-show-during-appt-client-response
Hello [name], thank you for notifying us. We apologize for the issue - we’ll reach out immediately to your provider to see if we can get in touch with them.
Reach out to the scheduled provider: #Provider-no-show-during-appt-check-with-provider
Send Text/Email to provider:
Hello [name] - your client is reporting that you are not at the appointment location for your booking that is scheduled for now. Please let us know if you are on the way to the appointment and when you expect to arrive.
Call the provider:
If we get in touch with the provider, relay the update to the client.
Follow up with the client in 10 minutes if no response is received from the provider. (Use the below response to send to the Spa if no response)
Hello [name] - we’ve been unable to get in touch with your therapist so far; we’re not sure if they had an emergency and will let you know when we hear back from them. In the meantime, we will see if any other therapists are available to provide coverage. Can you tell us what appointments the therapist is scheduled for, and we will do our best to see if we can find another therapist to cover.
Use Case: Same Day Cancellation
Snooze the ticket for 10 minutes:
We are hoping they respond to the cancellation email
If there is no response in 10 minutes, text and call the Spa:
Hello Team - We want to make every effort to make sure they’re aware of the cancellation and to get details on what needs to be covered. If leaving a VM and text let them know that we are reaching out to see if another therapist is available to cover.
Actions needed:
Ensure we respond to the Spa with empathy.
Contact the scheduled provider ASAP. (Text, and Call)
Keep the Spa updated on communication with the scheduled provider.
Always provide a credit for whatever portion we do not get rebooked.
- This could mean the whole block, rack, or a portion.