Posted on 15 August, 2019
I wanted to take the opportunity to talk to you a little bit about our payment scheme here. Let me give you some context. I had a very unhappy client on Saturday this week and she was unhappy because she cancelled her appointment with less than an hour's notice and as a result we did retain her booking fee.
So here at the clinic, if you have never been here before, we do charge, when you book yourself an appointment. We call it a consultation / booking fee. The cancellation policy is that you do need to give us at least 24 hours' notice to move or cancel an appointment.
I just thought it might be nice for you to have an understanding of why we do that, because unfortunately the client from Saturday was so unhappy she left us a one star rating on the basis that that took place. This does feel a little bit harsh, because it is something that is explained to everybody and it is referenced in all of our emails to remind you about your appointment and let you know that you do need to give us a minimum of 24 hours' notice.
I know there are clinics out there that do not charge such a fee when you book in . I know that there are clinics out there that charge £50 for an area of Botox and £75 1ml dermal filler.
We are not one of them.
Striving for Quality
I work really, really hard to try my best to offer you a really high quality service. I do that in lots of different ways and I try to demonstrate it in lots of different ways. We only use the best products here. We use Juvederm fillers and the actual brand Botox.
I ensure that my training or education is always up to date and up to standard.
We are registered with a couple of the government regulatory bodies, meaning that I get inspected and audited on a regular basis so that you know that what is happening here is safe and as it should be. We are voluntarily registered with the Care Quality Commission and Save Face.
Unfortunately it does mean that I charge for my services.
The reason I introduced the booking fee, which has been in place now for some years, was to help to reduce the significant number of people that were not turning up to appointments. I have got to tell you, it is one of the best business decisions I have ever made, because on the whole it means that people do turn up or they do give us notice when they are not coming. It is actually quite unusual for us to need to retain a booking / consultation fee.
What does the fee cover?
The fee does come off the cost of any treatment you go on to have on the day and also, we extend that for six weeks after your consultation. So the fee pays for your consultation, which is a thorough consultation by myself, who I believe to be a highly skilled and experienced individual and then also contributes to the cost of your treatment and in addition a complimentary follow up appointment.
As you all know, if you've ever come to see me, you get access to me. I am very happy to be contacted in between appointments and I do my best to be there for you in whatever way I can.
Unfortunately we will not take bookings without being in receipt of your booking fee, because my time is precious. I turn down other clients because you are booking in yourself and then if you do not show up it is not very fair to me, because I am waiting for you, and it is not very fair to my other clients who have not been able to get the appointment they wanted because we gave it to you.
So I really do hope that this has made our booking and cancellation policy clear and that you can understand the reasons why we do this.
I look forward to welcoming you to the clinic and guiding you through your treatment journey.