#989470 - 03/09/04 02:37 AM
Cross Post - Turning down potential clients and cancelling studio time.
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Matt.Hepworth
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Registered: 03/13/01
Posts: 2972
Loc: Riverdale, UT
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Okay, how do those of you with more experience than I have go about turning down potential clients? Example - my studio (rented basement - mainroom, two large iso rooms) is constantly "booked". By booked I mean not necessarily every available hour, but no gaps of more than 1 day in a week's time and although the studio is usually my largest income, it is not my main income and is subject to my standard Tues-Sat daytime job schedule. So booked to me is 30 hours per week - about all I can handle and is the way I've been running for the past year+. I'm also filled 30-60 days out normally. I have more potential clients than I can work in, so I usually recommend a friend's studio that isn't as busy as mine and also offer when my next probable avialability is. I tell them that it will be 6-8 weeks and let them know of some prep work they can be doing. If any of my projects go over the expected times, my potential clients can get annoyed if their 6-8 weeks out turns into 10-11 weeks.
1. Am I doing them a disservice by setting a time? Should I just have a waiting list? Should I tell them I'll get them the next available slot and just touch base with them agian? How do you guys do it?
2. Also, cancelations. How do you guys handle it when YOU have to cancel. Give them time + 10% or anything like that? Lower rate for the makeup session?
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#989471 - 03/09/04 03:18 PM
Re: Cross Post - Turning down potential clients and cancelling studio time.
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Bill@Welcome Home Studios
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Registered: 08/23/03
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"1. Am I doing them a disservice by setting a time? "
Yes, because as you have already said, this 'time' is a fiction. You may or may not make it. Don't lie to your clients.
"Should I just have a waiting list?"
I'm shrugging my shoulders on this one.
" Should I tell them I'll get them the next available slot"
That makes a lot of sense, if it is true.
I don't take work unless I have the time to do it.
"2. Also, cancelations. How do you guys handle it when YOU have to cancel. Give them time + 10% or anything like that? Lower rate for the makeup session?"
Depends. I don't take work that I cannot do. I consider myself a value added vendor, so I might do something nice for the client, but I have no policy etched in stone, because my policy is not to cancel.
I have turned down lots of work.
I have told people that were not done that they had to leave by a certain time because the room was booked, and they had to schedule a future time to finish their projects... I would not push someone back or cancel them to finish someone else who is running over time, that is just stupid. The person who is in overtime is the one who needs to bare the burden, not the next guy in line.
But the real issue sits with you... stop over-booking. Stop under-estimating.
Bill
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#989472 - 03/09/04 05:18 PM
Re: Cross Post - Turning down potential clients and cancelling studio time.
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Matt.Hepworth
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Originally posted by bpark@prorec.com:
...but I have no policy etched in stone, because my policy is not to cancel.
Thanks for your advice - you just say it like it is.
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#989473 - 03/09/04 06:42 PM
Re: Cross Post - Turning down potential clients and cancelling studio time.
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Bill@Welcome Home Studios
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"I ended up giving the band free setup time (3 hours) when we reschedule and they were happy. Discounted sessions for my other two projects. Sound reasonable?"
More than reasonable, more than nice. I probably would not have done that, as what happened to you would be one of those 'acts of God', but (good) clients do appreciate it whenever you make a special effort for them, and with a good client, such efforts often come back to you many times over.
Bill
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#989474 - 03/09/04 10:30 PM
Re: Cross Post - Turning down potential clients and cancelling studio time.
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bdbklyn
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Registered: 04/04/01
Posts: 1035
Loc: Los Angeles,CA,UNITED STATES
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1. You have to set a time. If you don't have a set time, they won't have a "set" time either.
If the time is in question, take a 2nd hold on the time from your client for the time that the previous session may or may not be using. If you can accomodate them you will.
ex. "I have a session that is continuing and is holding that day (or week) as a buffer. Can I put you on a second hold for that time and if we can get you in then we will. We should be able to firm it up during the week before your preferred start date"
2. If you have a strict cancellation policy, it should be reciprocal to your clients. There are things that are beyond your control such as disruption of power service. There is insurance for businesses that will cover that.
If it is a client staying longer than they intended, have them cough up whatever it takes to make the situation right.
Bill
Bill
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#989475 - 03/10/04 10:50 AM
Re: Cross Post - Turning down potential clients and cancelling studio time.
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Kris
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Registered: 03/22/00
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Loc: Tallahassee, Florida
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Consider raising your rates... could solve the problem,
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#989476 - 03/10/04 05:19 PM
Re: Cross Post - Turning down potential clients and cancelling studio time.
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Matt.Hepworth
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Originally posted by Kris:
Consider raising your rates... could solve the problem,
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#989477 - 04/03/04 05:22 PM
Re: Cross Post - Turning down potential clients and cancelling studio time.
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Guruman
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Registered: 05/30/02
Posts: 984
Loc: Dallas, Texas
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Consider raising your rates... could solve the problem,
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