How to block a client

There may be instances, such as frequent no-shows or problematic clients that are not the right fit for your business. In these situations, you can enable client blocking - taking away the uncertainty, reducing administrative overhead, and preventing appointment slots from being booked. In this guide you will learn how to block a client, and how to unblock them if the relationship changes.

How client blocking works

Requirements and recommendations

Client blocking works by blocking a client of your choosing and any other client with a matching email address or mobile number. The following requirements are necessary to use client blocking:

Build, Elevate or Innovate customers
Online bookings must be enabled
"Clients must login" is enabled
Staff require: access to all customer database and allow access to blocking customers

Timely tips:
It is recommended that the "clients must login" option is enabled in setup > online bookings > client login. If this option is not enabled you may still use this capability, but the effectiveness is severely diminished as a client can easily circumvent the blocking by using an erroneous mobile number or email.

Client blocking will only block a client from making an online booking. You can still take bookings in store or over the phone via the Calendar, as you may wish to use discretion whether to deal with the customer or not.

What will my client see?

This ultimately depends on what option you set in step 6 and 7 in the section below blocking a client. This will either be the standard message set by Timely or a custom message you create on behalf of your business. Your client will not be aware they are being blocked from booking online with the standard message, but this message will encourage them to call your business to make a booking. If that is not desirable then we recommend setting a custom message.

Timely note: it is recommended that you try not allude to the fact that the client is blocked in your messaging, so as not to generate any potential ill feeling. A more cryptic message that there are technical difficulties may be preferable in this situation.

Step-by-step instructions

1 Head to customers in the main menu and search for the client's name, then select your client.

2 Click the ellipsis (three vertical dots) menu item and select block from the menu.

3 The Client Blocking pop up window will appear. Next you can toggle the block client option on.

Timely note: if there are other client records with either a matching mobile number or email address, these will be displayed and can be viewed by selecting the down arrow to provide further details.

4 Next select the down arrow to expand the accordion. Now you can review the list and decide whether it is appropriate to block all of these records. If you do not wish to block those clients, then you should cancel the blocking pop up window and amend the email address and/or mobile number in the client records that have been identified against your client you are blocking.

5 Next, you will be presented with a standard message that will be displayed to this client only, if they try to make a booking online and are blocked. You may optionally specify a custom message that this client only will see, should you wish to tailor the message specifically for them.

6 Select the custom message button and type a message. It is recommended that you try not allude to the fact that the client is blocked in your messaging, so as not to generate any potential ill feeling. A more cryptic message that there are technical difficulties may be preferable in this situation.

7 You may also decide to cancel all future appointments by selecting the checkbox to automatically cancel all future appointments. If you have SMS or email booking changes enabled within your customer messages, notifications will be generated to the client informing them of the cancellations.

8 When you are ready, click save to apply your changes.

How to unblock a client

Step-by-step instructions

1 Head to customers in the main menu and search for the client's name, then select your client.

2 Click the ellipsis (three vertical dots) menu item and select unblock from the menu. Now the client blocking pop up window will appear.

3 Toggle the block client option off. This process will work in reverse of the blocking operation, so any client record that was blocked (matching email address or mobile number) will likewise be unblocked. All cancelled bookings from the blocking process will not be re-created however.

4 When you are ready, click save to apply your changes.

How to identify blocked clients

There are various locations you can check to identify if a client is blocked. These are:

In the client record by opening customers > summary and selecting a specific client. A prominent red blocked tag is displayed at the top of the summary if the client is blocked.
In the calendar sidebar by selecting calendar and clicking the > to open the sidebar.
In any appointment that has a blocked client associated to it. A red banner will be displayed informing you that this client is blocked.
Run the client list report, by first selecting the blocked only filter from the available options.

How client blocking works

Requirements and recommendations

What will my client see?