Dhyaan Pradhan .

Hello Pushstarters!

I run a Wedding Services startup and we have been facing this issue for quite some time - Our customers delay the time which was allocated to them for taking the service. For e.g - Someone taking a Bridal Makeup Service books the slot from 3-6 PM but reaches at 4:30 PM, we have service professionals who have bookings for other slots when one job is done. Due to one delay all our consecutive services gets delayed.

My Question is How can we make the customers reach/start the service on time? If not is there any penalty like thing which we can impose so that customers reach on time.

Originally Posted Here
30 Comments

Vini Katyal

Schedule earlier ? Half an hr early so that they delay and reach on ur time?

Dhyaan Pradhan

Sometimes they even delay for 2-3 hours and we get affected a lot.

Krishna Marathe

In your service penalty for delay may change openion, experience or uncomfertable about your service even you deliver core service best. Instead of penalty you can offer them discount for timely attaining, you can increase price of service for discount.

Dhyaan Pradhan

Yes, this might work in short term though.

Aditya Goyal

I suggest take advance of atleast 50% and tell your clients that our service provider will max wait for 15 mins.

Dhyaan Pradhan

We take 30% advance, and have an option in the back of mind to implement max 30mins wait time after the scheduled time, else service will be cancelled.

Aditya Goyal

Ok. Then a better communication and slight increase in advance should do the job for you. And this is something which you can implement immediately without tinkering the process.

You can also keep a telecaller who can call up the clients a day beforeor in the morning if the appointment to confirm the timing and reminding them about the appointment.

People tend to be disciplined when they know someone is waiting for them.

Dhyaan Pradhan

We do have a telecaller to call up clients the night before if the service is required in early morning, or in the morning for the exact time, still then we have been seeing delays for as long as 1-2 hrs.

Anaggh Desai

Depends on your willingness to use the word NO

Dhyaan Pradhan

Can you please explain a little bit?

Anaggh Desai

If beginning of the business and you make it a policy of saying NO for not punctual people it becomes a policy and the loss of money hurts them. In my experience I have maintained 50:35:15 as payment cycle or sometimes 100% advance and let go business in the initial stages. So today I get only those who are willing and understand my terms.

Indians are notorious for late coming and delayed payment. The customers are black mailing you, return the favour by doing the same. For every hour late ask 10% more. Take their sign whilst booking and take that money upfront. Doctors and hospitals do that. You’re just a salon service.

if you cannot opt for both these, build in the costs and price your service accordingly. Use the free waiting time to teach, learn.

Amit Baliga

That's some tough stand Sir!

Anaggh Desai

It is easier to take that when you don’t have customers and make it a policy rather than try to implement later.

Dhyaan Pradhan

Thank you. Seems like it's right time to implement some such policies.

Ravi Topwal

This problem is likely to occur in such businesses.
You can't make your customers punctual unless you have monopoly on that specific service/product.
Until then adapt and adjust.

Dhyaan Pradhan

Having monopoly will take time, till then what are some ways you suggest could help us atleast minimize the delays?

Amit Baliga

Hmmm... this is a typical consumer behaviour in this industry.

Dhyaan Pradhan

Yeah

Amit Baliga

would you want to adopt a contrarian view and ask this to the exact TG? Incentivize them if needed but get answers from 40-50 of them as a decent sample size?

Dhyaan Pradhan

Sorry to ask but what is the full form of TG here?

Dhyaan Pradhan

Vyom Agarwal

Penalty makes people disappointed whereas rewards and discounts make them happier. Increase the quoted cost of service and introduce the concept of special punctuality discount.tell them they will get extra discounts if they are on time. During the sale you can tell that the cost of this service is actually lower than what is quoted because people reach on time and saves money.

This will impact inital sales numbers but punctual people will do word of mouth marketing!

Srinivas Renikindi

From a customer perspective there are a lot of things one has to look after during marriage and they are late to almost all of their appointments. So instead of penalty I would suggest have 2 layers of service. Start with basic which can be done by non-professional or semi-professional and then once customer is in and basic is done get your professional on work. This way you don’t make your professionals waiting for a long time as well( Assuming the clients are coming to your place).
Sometimes if professional is busy serving previous customer then first level service can continue for a bit longer.

Dhyaan Pradhan

Yeah, this works but sadly we have a USP of providing services at their respective venues or homes, where I don't think this model will work, though this will work for beauty salons where customers need to visit to get their work done.

Rohit Nair

Hey do you also provide wedding choreography service? I have a friend who started a company that does wedding choreography. Can you help them?

Dhyaan Pradhan

We are currently operating in Bhubaneswar, which is a Tier 2 city, where we haven't seen enough interest of people looking for wedding choreography yet. So we don't provide choreography services yet.

Ritabh Pandey

1. Collect data on the delays.
2. As companies like Drivezy and ZoomCar do, keep spare time on either side with every slot.
3. During booking convey to the client that this is generally an issue in a compassionate way. Request them to inform on any delays at least 2 hours before scheduled time. This would be time you can use to line up replacements in case your partnered professionals have other commitments.
4. If you also provide event management services, use that to make sure everything is happening with time.
5. And the best of the lot, tell the client that in your experience, keeping to the schedule is very important to ensure all other things go right. Make your own version of how a late bridal makeup will start the falling of dominos.

Achintya Surya

If this is common then leave the next slot free and include the charge for the next slot in the booked slot as well

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