Originally Posted by costumeczar
I have to disagree with you here, Jason. When you had your shop you had store hours. If you had clients who insisted on ignoring the times that you were available and told you when they wanted to come in, would you have come in at random hours to open the shop just for them?
Our business was by appt only so we had no set hours, and the only time we were completely unavailable was during production time at the commercial kitchen (8-12 hours/week). If the only available times we had every week were Saturday and part of Sunday we would have had more scheduling conflicts.
Based on what the OP has said this sounds like a regular back-and-forth involved in scheduling an appt, not that the customer is demanding an exception.
I have plenty of people who have told me, after being given three or four options, that they weren't able to come in on any of them, and wanted to come in the evening on a day that was more to their liking. When I told then that wasn't an option and that if they weren't able to arrange it their date might be gone, they suddenly made themselves available, then showed up with an entourage of people who "weren't available" to begin with.
Exactly...it makes sense to give the customer at least 3 or 4 scheduling options instead of just rejecting the customer outright because they are busy on 2 dates. Even in this case, your strategy of letting the customer know that the Sunday afternoon time was the only available tasting date before the wedding (although that would be hard to believe) could have resulted in the tasting going ahead.
As for the entourage, that can be controlled with pricing. When we did in-person consults, it was $30 for 2 people and $15 for each additional person (not applied to the final order), so if a customer showed up with 5 other people and was willing to pay $90 for the tasting that's fine with us.