Client Repeatedly Arrives Without Appointment

A small business that sells specialty items online on behalf of clients is facing a recurring issue with a particular customer who has repeatedly arrived at the office without a pre-arranged appointment. This has been occurring for several months, with the client ignoring repeated requests to adhere to the company's scheduling policy.

The business operates by either receiving items shipped from clients or by clients scheduling appointments for drop-offs. Prominent signage at the entrance and information on the company website and in client communications emphasize the need for appointments. Despite the client traveling an hour each way, they arrive without an appointment approximately once every one to two weeks, and on some occasions, up to four times in a single week.

While staff have attempted to remain polite, the situation has begun to strain the company's resources and disrupt workflow. The client's visits can last from an hour to over an hour, often involving items whose history the client wishes to discuss. The company states that these unscheduled visits are impacting their profit margins and causing annoyance.

The business owner has considered whether an age difference might be a factor in the client not taking their requests seriously. The situation persists, requiring the company to find a more effective method to address the issue and ensure business operations proceed without continuous interruptions.