Are client cancellations or no-shows affecting your bottom line? These are inevitable in the service industry, but simple practices can help decrease both. Below I share my tips on what you can do to prevent and reduce the number of cancelled appointments, including how to establish a cancellation policy.
Confirm all appointments.
Just because you’re organized doesn’t mean your client is too. How are you confirming appointments? Does a receptionist call 24-48 hours prior? Do you confirm via text or email? No matter how big or small your business is a proper system must be put in place. One of the first things you do when receiving a new client is get their contact information. You need to have them qualify which method of contact is best as well. Clients should be confirmed based on their preference. This system should also give a client time to re-schedule if they can no longer make the appointment. This is courteous to your client and it will help your bottom line.
Establish a cancellation policy.
Establishing a cancellation policy is an example of a good business practice. At some New York City restaurants, reservations for a party of four require a credit card number. If the reservation is
cancelled within less than 24 hours, or the party simply fails to show up, a charge of $25 per person is billed to the card. I suggest that spas should implement a similar practice by designating a 24-hour cancellation policy and requiring a credit card number for clients booking multiple services. If the individual misses the appointment, then that person should be charged $25 per service. This will ensure
a reduction in no-shows, in addition to increasing productivity and profitability. If there is no policy in place when a problem arises, then the receptionist will be forced to come up with a solution. Unfortunately, it may be the wrong one for your spa or for the client.
Communicate your cancellation and no-show policy.
Are your cancellation and no-show policies everywhere? Is it on your front door, at your front desk, placed around your salon/spa, clearly visible on your website, social media, and part of your online scheduling system? Even if you may feel like it’s “too much” it needs it must be visible everywhere to clients. A client should know what is expected of them when booking with you, and clearly communicating it will assure this.
Focus on providing exceptional service, ALWAYS.
Who wants to miss out on something they look forward to? If visiting your salon/spa business is a truly enjoyable experience with positive client interactions client cancellation will remain low and client retention will remain high. Offering upgrades and rewards and having staff that understands their goal is to provide a fabulous experience will both ensure this. Whether via word-of-mouth or through an online review – positive experiences are necessary for a thriving business and increased client retention.
