Late Arrival Policy
Why This Policy Exists
Our schedule is built around each dog getting the time they need. A late arrival either rushes a dog’s groom (which we won’t do) or pushes every appointment after it, which isn’t fair to other clients or their dogs.
Grace Period
| Arrival Time | Result |
|---|---|
| On time to [+X] minutes late | Groomed as scheduled |
| [X+1] to [XX] minutes late | Best effort — may not complete all services; client is called before arrival if possible |
| [XX+] minutes late | Appointment rescheduled; late fee may apply |
[Agent prompt: Set the grace period (commonly 10–15 minutes) and the reschedule threshold. Many salons use 15 minutes as the cutoff.]
What Happens When a Dog Arrives Late
- If the dog arrives within the grace period: proceed as normal, note the late arrival in the appointment log
- If the dog arrives past the grace period but before the reschedule threshold: call the client before they arrive (if possible) to set expectations; discuss whether to proceed with a shorter service or reschedule
- If the dog arrives past the reschedule threshold: politely explain the policy and offer the next available slot
Staff Script — Handling a Late Arrival at the Door
Use this when a client arrives past the grace period:
“Hi [name]! We’re so glad [dog name] made it in. Unfortunately, we’re [XX] minutes past the start of the appointment and we have another dog coming in at [time]. We want to make sure [dog name] gets the full attention they deserve — can I get you rebooked for [next available time]? I can take care of that right now.”
Keep the tone warm — life happens. The goal is to rebook, not to embarrass.
Late Fee
[Agent prompt: Decide whether to charge a late fee for reschedules due to late arrival, or simply apply the standard cancellation fee. Many salons do not charge if the client genuinely didn’t know — but repeat late arrivals may warrant it.]
| Situation | Fee |
|---|---|
| First late arrival (reschedule required) | None — courtesy rebook |
| Second late arrival within [X] months | $[XX] reschedule fee |
| Chronic late arrivals ([X]+ incidents) | Prepay required at future bookings |
Documentation
Log every late arrival in the client’s appointment history with a note:
Late arrival — [X] min past scheduled time. [Groomed / Rescheduled].
This is used to identify patterns before applying the late fee tier.