You get a deposit when they book through Fiddlebug right?
Hows does that settle with the customer?
Sorry Mikey for last response-- this topic and its possible outfall has been of much debate within my business.-- so I've revised the policy, which ill share near end of this post.
Yes we collected a 10% deposit through Fittlebug (FB). most of the flakes were bookings made Off line where didn't in the past collect a deposit. Of the FB orders that cancelled or changed most have done so within the 48 hour limit... but it sucks when the do so on a Friday night and their appointment is Monday morning and it cant be filled- I've solved that in the revised policy. Some FB flakes have made changes or cancelled more then once without penalty!-- the new revised policy also handles this matter. Most custies with FB orders seem to forget about the deposit they made online and I often have to refund it when the tech forgets to adjust the balance due because of the deposit. Of the few custies who have had to forfeit their deposit there has been no negative fall out-- that may be due to the fact that most deposits where only $15. I had one forgetful custie who forgot her appointment or changed it 3 times and could have lost all three $45 deposits-- but I only had the heart to keep two deposits.
Lets face it--- This Policy will have the Same effect as if I raised my prices-- Which is fearful for many Carpet cleaners to do. There will be some "Fall-Out"
The Best Time to Raise Prices or Increase Capacity, by adding a helper or truck, is to do so when you are getting more work than you can handle. We are booking 2 weeks out now and we turn away work everyday. I figured that since it would be months before I could properly Staff our 4th truck-- which we already have as a back-up--- It would be better to "cut out the waste" and increase our efficiency but letting go or charging the customers that decrease it.
I may not agree with Walmart's tactics-- don't get me started-- but what I learned from the documentary about them, was that they Challenged every vendor to find ways to cut out waste and increase efficiency. I feel as a business owner I owe it to my customers to cut out waste, without lowering quality, and improving efficiency before raising prices overall.
I understand that the possible fall out from this policy might create an opportunity for my competition-- but maybe only the flakes will run to them-- there by decreasing their efficiency? I will keep MB posted on how it all works out.
When I was a teenager I said to the richest man in my county-- "Mr. Hammer, It is said that you are the richest man in the county-- what does it take to be Rich?"
He replied, "Wow! John-- Most people just ask me for money-- but you have asked for wisdom instead-- and you will be better for it. It Takes BALLS to be rich. Balls and hard work. By Balls I mean the Guts to take intelligent Risks. The average person will not work 60+hours per week and most will waste their money instead of investing it so that it can grow."
Here is the policy--- I think I've been able to "Spin It" into a positive?
Health Care Tax, Booking, Cancelation and Change Policy
These changes are required in order for us to continue to offer On Time bookings-- as opposed to dreaded 2-4 hour window bookings.
All Phone bookings will require a $30 deposit. All Online Orders will require a 20% deposit. $30 of The deposit is forfeited if you violate our Cancelation or Change policy. You may not change or cancel your appointment within 60 hours of your appointment time. The hours between 3pm Saturday and 9am Monday are excluded from the 60 hours. You may cancel or change an appointment BEFORE the 60 hours only once without penalty. If YOU are late to your appointment or security measures in your high-rise building make us run late to next appointment, you will also lose the deposit.
We reserve the right to make minor changes to your appointment due to computer glitches in the system. We will usually inform you of needed changes within few hours of booking. If we are running ahead of schedule, the tech may call you to see if you would like to be serviced earlier.
These changes will not carry a penalty.
To be fair-- we will deduct $30 from your bill if we are more than 30 minutes late. We will deduct $50 from your next bill if we need to cancel your appointment due to equipment failures or illnesses.
All invoices will have a 4% "health care tax" added to them.
