How many no-shows do you have in a week? 3 or 4? Don’t you think that is 3 or 4 too many? In this day and age, there is no reason that someone can not give you the courtesy to give you a call, text or email to let you know that they are not going to make their appointment. So why do they still miss appointments? And how do you prevent no-show clients?
Some clients do not understand that when they are not sitting in your chair or on your bed you are not getting paid so that’s why it is important that we communicate with clients. This can be really uncomfortable but it still needs to happen. So how do you do this?
If you can start right from the beginning while you’re opening your business then it will be a lot easier. Every client will assume this is the standard policy for your business. If you are just implementing a policy it will take some time to get your clients used to some of the ideas. There are also subtle ways that you can communicate this with your clients about your policy.
When booking an appointment collect credit card information or a deposit for services. Remind clients that if they fail to show that you will follow your cancellation.
Have a notice right on your business card. Keep it simple and to the point.
State your policy on your till receipt. State it in bold right under your business contact information.
Always state your cancellation policy when you book your clients by telephone or by online booking. There is nothing wrong with reminding new clients and return clients of your policy.
Post a notice at your till or station. You can purchase an inexpensive notice on Zazzle
When sending out your email promotions make sure to add a little blurb at the bottom reminding clients of your policy.
Have your policy posted on your social media accounts as well as your website and price lists. Even just a simple reminder that you have a cancellation policy can be enough to remind your clients to respect it.
Set your online scheduling up to send out automatic appointment reminders. Make sure your policy is clearly stated in the reminder.
So what happens after a client doesn’t show up?
That’s up to you. I personally take each situation into consideration. Did the client call one hour before saying she can’t leave the toilet? Did she call 6 hours before and explain that her child is throwing up? Or did the client just not show up all together with no phone call or notice.
In my own case, no shows happen so rarely but when they do I give the client a call. I think about what I would feel like in the situation of the client. If it’s “Oh I just forgot” then I charge the fee. But if it’s a real life situation and it’s never happened before with that client I usually let it slide. ONCE. After that, I send out a notification to the client that they failed to follow the policy. I give them the option to pay with their credit card or cash.
If you set yourself up in the beginning with a strong policy as well as an appointment reminder system you shouldn’t really have to worry about now shows. Good luck!
Invest in your business today. We have a variety of cancellation notices, plaques and posters available for sale in our store. If you don’t see one you like send us an email and we would be happy to work with you to create one!
References:
10to8.com
Nails Magazine
Groupon
