No shows solutions

The problem of no show clients can be a tricky and frustrating one.  But it's important to to tackle this subject head on and implement some kind of solution.

Most salons have a 24 hours cancellation policy in place if the client cannot make the appointment.

But it's important to understand that taking money from anyone’s bank account is illegal unless you call them and explain what you're doing. If they say no or dispute it, you have no right to take their money and they are entitled to a refund even if they know in advance about this 24 hour cancellation policy.

A lot of time and energy can be wasted with this policy and it's not entirely black and white in terms of where everyone stands.

Although the 24 hour policy can be a deterrent there are other policies that can be looked into:

3 examples of policies that work:

·       A £20 booking fee for any appointment (you secure at least some of the salary and overhead costs if someone doesn’t turn up).

·       50% deposit for any appointment (this ensures if they don’t turn up you lose nothing at all)

·       50% deposit for any appointment above £50 (depending the threshold you want to set, this works best if you don’t want to charge a booking fee or deposit for every appointment)

This subject is always a hot topic among salon owners and staff as we are understandably scared of losing our clientele. I would suggest you implement one of the above options if this problem is an issue within your salon. Some of you have no need, although the 50% deposit for a long term or high money scenario is always a good one to have.

It's all about teaching your clients to be respectful of your work. If you go to the dentist, are you not being asked to pay a deposit? Don't we take it seriously? Why can't our industry do the same?


Valerie Delforge - Founder and CEO of Delforge + Co

Judge, Key Note Speaker, Commercial Trainer & Coach for the Beauty Industry

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