At Home Business

I'm not sure if you've already gotten this suggestion or not, but it might be helpful to send out appointment confirmations in advance. I was more successful after I started doing this for my business appointments. I would send them either 2 wks out...maybe an email at 1 week out and then another reminder email 24 hrs. out. The "catch" was that on the 1 week out email reminder/confirmation - they'd have to return the document/email back to me signed & confirming the appointment. They were then locked into it (unless an extreme situation arose such as an emergency or something). You can keep these in your client hard or email files for reference (just in case they try to get out of something at a later point). Hope this helps! I know how frustrating it can be to have folks cxl or postpone at the last minute.

I work from home as well, I help my husband manage and HVAC business, and people do that to us ALL of the time, a lot of times is going over for estimates, and they are not home!!!! (REALLY???) Then they call and want you to go immediately!!!. I used to be like that, but no, enough is enough! I work business hours ONLY!!! I apologize, with clients, I'm sorry but I already have a client at that time, (I'm don't tell them I'm desperately cleaning my house jajaja) It took me a while, but now I very seldom get calls after hours. I also have a recording machine for the business, and if it is an emergency, like a leaking drain or something like that, I or my husband will contact them right away.
We had to do this because my husband is going to school right now, and people were making him leave his clases to tend to petty issues. So now they leave a message, and we call them and schedule something ASAP!!!. It helps me not sacrifice my time with my son, and my husband stay in school. Just be firm, apologize, but you have a "previous engagement" and you can't. And remember by not showing up or cancelling last minute they are being unprofessional, not you!!!
Also in my experience, I have noticed that those clients that stick to your policies are better payers than those who dont!! ( I dont know if your business has accounts receivable like mine)
Hope you find this helpful, I know its difficult in the beginning, but you'll be OK!! and you are not missing the opportunity, they will more likely wait for you, because business hours are the hours most businesses operate, its unlikely they'll find someone else after hours anyway! Good Luck!!!

Hi, L. - I think it is the nature of the beast. People are very busy & stressed these days, and I don't think you can make your priorites their priorities. If you are offering something of real value, they have no idea how great it is until they've seen it. If your business is growing you a solid, reliable, residual income, then all the hard work will pay off. It is very unfortunate but yes, many people are just plain inconsiderate. I have a business too, and I have experienced the same thing. This is easier said than done, but one suggestion is to double book. If you have 2-3 people lined up for the same place and time, perhaps at least one will show! I have also tried to look at the suddenly empty spots as opportunities to make more calls, catch up on customer follow-ups, etc. Don't sweat the small stuff. Keep putting forth the effort, ignore the negatives, and it will all pay off! Happy to chat sometime re: other business building ideas, so feel free to contact me. Best of luck!

It seems that you and your customers are all treating it not like a business. If this were a business outside your home, you would have set hours, and would not typically open up the store just because someone missed their appointment. You need to set your schedule for each week as if it were an outside business, and make that schedule available, but no other days. If you work Tue, Thur evenings and all day Saturday, then that is what you schedule for people and if they can't make it, you inform them very kindly and professionally that you'd be happy to reschedule them for one of your available time slots, give them their choices, and move on. Unless you want this side business to take complete control of what is left of your personal life after your day job, you must be willing to set the rules and stick with them, even if it means losing a little business here and there. If you have personal plans, schedule them on days when you don't schedule clients.

Its frustrating, but you should try to let it go - just keep booking as much as you can. Eventually you'll find a clientele that values your service and won't treat you as you've described. The important thing is to stay positive, people would rather deal with a positive person than a negative one. And these people may feel guilty about their conduct, the more gracious you can be, the more likely it is they may try again - and hopefully take it more seriously the second time. It is OK for you to say "No", there are some clients that are more trouble than they are worth, that's OK, let them move on to someone else. Just do it sweetly.

Do you call the day or evening ahead of time to confirm your scheduled appointment? This reminds your potential customer of the appointment and gives them the opportunity to cancel or change the date or time without putting you out with a last minute cancellation.

If you do call to confirm, then I'm not sure how else to approach this matter with a customer without losing an opportunity to do business with them. People don't like to be reprimanded or made to feel as if they are doing something inconsiderate even though they are. One thing you may want to consider, if you have the type of business that would justify this, is charging a nominal "consultation fee" for your appointment. People are less likely to schedule an appointment when there is a fee involved if they are not serious about finding out what you have to offer. It'll weed out the qualified customers from the ones that are saying "yes" to the appointment when really mean "no".

Hope this helps.

It also helps when making the appointment to limit their choice so they don't think you have nothing else on your schedule. For example if afternoon's are better for them, offer Tuesday at 3 pm or Wednesday at 4. If neither are good then ask what they prefer. If they say I was hoping for Wed at 2, then you could say I'll have to change my schedule a bit but I could do 2:15 - give them the impression they are not the only thing you've got going.

Then tell them to please call at least 6 hours in advance or as soon as possible if they find they need to reschedule. (whatever you feel you need to adequately reschedule your time - I find 24 hours almost never works, but most people will accommodate 8 or 6 if they are thinking of backing out) Let them know you are busy and that you appreciate them being considerate of your schedule.

I also make sure to get their cell number and I give them mine. If they are late, I will call to see if they are on their way. I do not usually wait more than 10 to 15 minutes. If they show up late and I'm not there, they will know next time to be prompt and if there isn't a next time, they probably weren't worth the wait anyway.

This happens in "regular" not in your home businesses too...surely the primary reason why doctor offices have no show charges. You have to decide when to "fire" a customer...is it after one, two, three no shows/cancellations.

The number one thing you have to do when running a business from your home is decide when you will and will not be working and stick to it no exeptions. If someone needs to schedule something on that day(s), you simply have to say that you don't have an opening and offer what you do have.

Having work full time from home and now in an office environment, I know how easy it is to let it creep into all aspects of your life. It is best to set some clear guidelines for yourself and you'll find a natural separation.

I've fired a customer before. I just told her that I didn't feel as though I could meet her needs with the time I had available and I didn't want to waste her time if I didn't feel I could give her what she wanted. She got the message and I actually got more business from her and she was more respectful of my time.

I know it is hard to get a business up and running, but you also don't want to set yourself up as a pushover. Never make excuses and never make it about your personal scheduling.

Good Luck!

I have posted a similar question in the past. I had some great suggestions: post your business hours on your door if you have a door. I don't which made it noisy at times with kids home from school. With school back in session it has not been too hard. But I also do a lot of work in the evening.
Second, make it a "family" business. Talk to your family about the hours and last but not least remember to involve them in CA #5 (celebrate success).