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SCRIPT - TO CANCEL

THIS FORM IS FOR WHEN CLIENTS CALL IN AND WANT TO CANCEL OR RESCHEDULE
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  • PLEASE NOTE: Anything you add to this field now will overwrite anything that was previously added to this field when you submitted the SSDC form. So check Airtable under ACTIVE PHOTOSHOOTS to see if there is already a note in the Variant Process Notes field. If it is different than what you are adding now, copy and paste it into this field, along with whatever new note you are adding at this time.


  • Ok, I understand. Give me just a second to pull up your file.

    (FIND THEM IN AIRTABLE in the TO CANCEL VIEW)

    Okay, I've got your record up now. So do you want to cancel your dates or reschedule your dates?

    IF THEY SAY CANCEL:

    I understand. You want to cancel. I can absolutely do that for you. Before I do though I should probably make sure you understand that this promotion has a finite time because the gift certificate expires.

    We are actually fully booked between now and the expiry date of the gift certificate so if you cancel now, that's it. Like, I'd hate for you to lose that $1000 gift certificate.

    Are you sure there's no way you can cancel the other engagement and make your appointment? We do have the studio booked out entirely for you. Everyone's really excited about meeting you and we've got some great ideas. Let's keep this appointment for you so you don't lose it.

    (ALLOW FOR RESPONSE)

    IF THIS DOESN'T WORK, then make sure you understand WHY they are cancelling.

    Next, in AIRTABLE go to the TO CANCEL view and change their Photoshoot status to Canceled. This will remove their photoshoot.

    You will receive an opt out form by email with a prefilled link - here is the direct link: https://www.everafterportraits.com/opt-out-point-dud-rating/


  • Ok, I understand. Give me just a second to pull up your file.

    (FIND THEM IN AIRTABLE in the TO CANCEL View)

    Okay, I've got your record up now. So you want to reschedule your dates, correct?

    (ALLOW FOR RESPONSE)

    Oh, I'm so sorry to hear that because that is the day that our FAMILY PORTRAIT ARTIST who specializes in families is in - she isn't available for all sessions...

    So, I absolutely can do that...but the thing is that...um, we are actually fully booked between now and the expiry date of the gift certificate you have so you DO need to come in or else your gift certificate will expire. The promotion is ending and it's fully booked so I don't have an open slot to reschedule you to.

    I would hate for you to lose that $1000 gift certificate. Are you sure there's no way you can cancel the other engagement and make your appointment? We do have the studio booked out entirely for you. We're really excited about meeting you and we've got some great ideas. I would love to help you keep that appointment so you don't lose it.

    (ALLOW FOR RESPONSE)

    IF THIS DOESN'T WORK, THEN SAY THIS:

    I tell you what: Let me try one more thing - can you hold for just a second?

    (PUT THEM ON HOLD)

    So I was able to make an exception and extend that for you this once, but you'll need to come in on this day. This is all we've got left. Would you like me to book that for you?

    IF THEY SAY THAT DOESN'T WORK, JUST REINFORCE IT WILL NEED TO BE FOR THAT GIVEN WEEK.

    THEN JUST HESITATE LIKE YOU'RE LOOKING FOR ANOTHER APPOINTMENT, AND SAY TO THEM:

    Hang on. It looks like there was just maybe a reschedule for whatever reason. So could I offer this spot? But...I think that would be the only other option ... Yeah, pretty sure it is. Should I book that for you?

    The only other thing I could do is: If something didn't come up next week, would you be available?

    (ALLOW FOR RESPONSE)

    IF THEY SAY YES, THEN JUST SCHEDULE A CALL FOR THE NEXT WEEK TO CALL THEM BACK AND SAY, "HEY, LOOK, GOOD NEWS! WE'VE HAD A CANCELLATION. THIS IS THE ONLY ONE I'VE GOT. WHY DON'T WE GET YOU BOOKED IN?" AND YOU CAN USE THESE TO BACKFILL ANY EMPTY SPOTS THAT COME UP SO THEY DON'T LOSE THEIR GIFT CERTIFICATE.

    OR

    I could add you to our waitlist

    JUST PUT THEM ON HOLD FOR 60 SECONDS AND COME BACK TO THEM AND SAY:

    Hey, look, I got some amazing news! Our studio manager said that I can extend this gift for you this one time, so let's get you booked in for (whatever the date was).

    SO IF THEY'VE GOT A GIFT THAT'S EXPIRED, IT CAN BE EVEN EASIER TO CREATE SCARCITY BECAUSE THEY HAVE LET IT EXPIRE. IF THEY FEEL LIKE THEY'VE LOST THE OPPORTUNITY BECAUSE IT EXPIRED, THEN WE'LL HAVE MUCH MORE LEVERAGE. AND THEY'LL BE MORE LIKELY TO FIT IN WITH WHAT WE CAN OFFER, IF THEY REALLY WANT TO USE IT. SO AGAIN, TELL THEM THAT YOU HAVE TO SPEAK WITH THE STUDIO MANAGER AND SEE IF ANYTHING CAN BE DONE, PUT THEM ON HOLD FOR 60 SECONDS, COME BACK SAYING "HEY, I'VE SPOKEN TO THE STUDIO MANAGER, GREAT NEWS."

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