Cancelling Bookings of a No-Show Climber

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An interactive way to get to know our new policy

Name *

Why do we cancel bookings for no-show? *

1 point

It is a natural consequence to the climber not keeping an appointment. We assume they don't want the other bookings either.

Punishment

Gives desk staff something to do

What needs to be done before cancelling future bookings? *

1 point

Check desk email for cancelations, they may have let us know.

Check to see if other climbers in their group attended (sometimes we miss a check-in)

Make sure all online transactions have been assigned

All of the above

Do we cancel the COVIDSLOT booking? *

0 points

No, we just remove them from bookings, other climbers should not be punished

Yes, even if it means innocent climbers suffer the consequence of their friend not showing up.

Maybe, if they are cool we just let them be. Nerds get booted.

When do we do the cancelling? *

0 points

When that covid slot is over and the rush of the following slot is done.

Days later

June 12, 2021

Can someone who had their slot cancelled drop-in or try to book another covid slot? *

1 point

Yes

Someone comes in and is annoyed that they had their booking canceled. They did in fact miss a covid slot. Write a one or two sentence response to them, explaining what happened. *

Someone got their booking cancelled, and after talking with them it is clear that it shouldn't have been cancelled. They are standing in front of you and we are at 50 person capacity. What do we do?

1 point

We are at capacity, so they will have to wait. Apologize to them.

Apologize to them, agree it is frustrating and let them in. Since our legal capacity is 60 we can temporarily be over our operating capacity of 40.

Fight them

Distract them with a long story about your training regime

Clear selection

Choose the correct order of how to cancel a booking step by step. *

6 points

step 1

step 2

step 3

step 4

step 5

step 6

Cancel the booking in RGP. Details will vary for one participant vs multiple participant bookings. See questions below for details..

Mid Way through the next slot open the booking and click the participants/check in tab to find climbers that did not show up.

Send cancellation email through RGP to the no show, add a note explaining that the session is being cancelled because of a no show on XX/XX/XX date. (a copy and paste version is saved on the desktop of each rgp computer)

Search for the m.i.a. climbers in the Search Bookings box of the calendar to find their bookings. Don't forget to check the box to search participant names too!

Double check for cancellation communication with unlinked scan ins, emails, online transactions, phone calls, in person conversations.

Double check they missed the slot by cross checking their check in history and their booking list

step 1

step 2

step 3

step 4

step 5

step 6

Cancel the booking in RGP. Details will vary for one participant vs multiple participant bookings. See questions below for details..

Mid Way through the next slot open the booking and click the participants/check in tab to find climbers that did not show up.

Search for the m.i.a. climbers in the Search Bookings box of the calendar to find their bookings. Don't forget to check the box to search participant names too!

Double check for cancellation communication with unlinked scan ins, emails, online transactions, phone calls, in person conversations.

Double check they missed the slot by cross checking their check in history and their booking list

How do you deal with cancelling future bookings that are single participants?

1 point

Select their name in the booking tab of the session and hit cancel. Always choose to send the cancellation email and complete step 6.

Bring Craig off the shelf and take a selfie with him on the gym phone.

Clear selection

How do you deal with cancelling future bookings that are multiple participants?

1 point

Get distracted, dust the shelves, and fuck things up for your co-workers.

Split the booking by removing the no show person for the folks who showed up and create a new booking for them. Don't send them the confirmation email. Cancel the new booking and send them the cancellation email.

Clear selection

You have questions about how this works. What should you do? (check all that apply)

4 points

Good Idea

Bad Idea

Only in a true emergency

Ask a manager

Keep silent. Questioning is weak.

Ask a colleague

Call/text Kenneth and ask him

Call someone on their day off

Follow CX philosophy of fairness, make a note on the climber's file and send a Push-it-Up form to explain what you did.

Complain about it

Offer constructive imput to improve things for yourself and others

This helped me learn and understand *

Not really

I like this method

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This form was created inside of Crag X Indoor Climbing Centre Inc.