Cancellations and no shows

[Bethanygrace27]

Hello! I'm new to this but I have a problem and thought I'd see if anyone could help.
Recently I've been getting a lot of people not turn up or cancel at the last minute for appointments. I feel like I've probably been too nice about this in the past and just wanted to know if anybody has any ideas that have worked for them?

Beth x

 

[Beauty belle19]

Hi Beth,

I think in a way you've answered your own question in that you've said that you've been too nice. Unfortunately people can often take advantage or assume it's fine if you don't state otherwise.

Luckily, I only seem to have one client like this who is now on a warning that the next time she cancels an hour before will not be rebooked (4 times in 6 appointments With no real reason)

I think you have a few options... Always state on first appointment booking if you have a cancellation policy, even if you do not strictly use it every single time you've always got it to refer back to. Do you send out reminders? I don't as a rule but have done if it is a forgetful client or long treatment.

I myself have often been too nice but now am just totally open and honest...use my discretion in that I know which clients would only cancel or no show for a genuine emergency. If not I will say to them as you are aware I have a cancellation policy and will have to charge if you cancel/no show again.

Do you mind me asking if you work from home or a salon? I'm just trying to think of reasons why the clients are doing this .....I've done both and think often salon clients think it's ok as its a business not individual if they think you are employed (not my personal opinion I just found clients always seemed more mortified about no showing when they knew I was self employed for some strange reason) if you are from home could it be that they see it as casual and not a business if that makes sense. Again not my opinion but some home clients see it as going round to a friends sometimes.

Hope this has helped a little bit hopefully others can offer their advice too xx

 

[Welsh Heart]

I take a 50% deposit, I allow one reschedule, if they they need to cancel less than 24 hours. If they cancel again they forfeited their deposit.

 

[Bethanygrace27]

Thank you for responding!
I know what you mean I feel like I've definitely been far too accommodating and polite.
I do agree I think I need to put a cancellation charge in place. It's just a matter of being firm and sticking to it!
And about the deposit, what do you do if they ring over the phone for a deposit? My card machine doesn't allow transactions without a card? X

 

[Miss Lord]

Same things been happening to me Beth. It got worse in half term, one lady let me down 15 mins before she was due for a full body massage, facial and reflexology. She had a stomach bug that morning. I have since put in place a £15 booking fee which clients have agreed to no problem. I send out a payment link. It's not too expensive but I feel it's going to help and obviously if they intend to come it comes off the price after their treatment. Over the course of the year it will make a difference.

 

[Bethanygrace27]

Same things been happening to me Beth. It got worse in half term, one lady let me down 15 mins before she was due for a full body massage, facial and reflexology. She had a stomach bug that morning. I have since put in place a £15 booking fee which clients have agreed to no problem. I send out a payment link. It's not too expensive but I feel it's going to help and obviously if they intend to come it comes off the price after their treatment. Over the course of the year it will make a difference.

Sorry! only just seen this reply (new to this haha)
i know its the most frustrating thing ever! what kind of payment link do you use? do you mean paypal? also, strange question but how do you say this to clients? i struggle with wording things as i dont want to sound rude.
thanks for your reply x

 

[nailedit00]

I and going to bring in a deposit scheme soon, do you just use PayPal and online banking? Do you only do it for first time clients or everyone? What do you do when someone doesn't have PayPal or online banking, I know there are people that don't x

 

[Nailosophy London]

I'll be starting from this week after having a break.. going mobile so my policy is that they'll pay 50% to book and the rest on the day.. 48hr notice or forfeiture of deposit.. simple as..

Just like you I used to be nice but hey we're trying to earn a living eh..

Ill just send them a PayPal request for deposit.. and as far as reschedule is concerned, I'm ok with that as I have the deposit.

Hope that helps

 

[Nailosophy London]

Thank you for responding!
I know what you mean I feel like I've definitely been far too accommodating and polite.
I do agree I think I need to put a cancellation charge in place. It's just a matter of being firm and sticking to it!
And about the deposit, what do you do if they ring over the phone for a deposit? My card machine doesn't allow transactions without a card? X

PayPal request.. of what you want to charge for deposit