Ask the expert: elimitating client no shows
First, look at which part of this problem you are responsible for. Most salon owners will put total responsibility on the client. I know it can be frustrating when a client doesn't show up, but I don't think there is a bank of clients out there trying to disrupt your appointment system. Try helping your client to remember and respect their appointment booking.
Nowadays, everyone has extremely busy lives trying to juggle work and family routines. Although your treatments are a huge focus for you, remember a facial appointment can easily and unintentionally pale into insignificance in the hectic world of your client. You must, therefore, do all you can to ensure that your client remembers her appointment with gentle reminders.
Re-book treatments with existing clients before they leave you, as this improves client retention and allows you to confirm details on a card for them to keep safe. If a client books over the phone, text or email a confirmation to them. Also, be sure to send a reminder 48 hours before the appointment. Many software programmes now do this automatically.
Consider a pre- or part-payment booking system, as this is great way to eliminate no shows. If that’s not for you, have a cancellation policy as a deterrent, but be cautious using it as you could alienate a client for good. Remember, no shows can be a thing of the past with consistent action.
Susan Routledge is the owner of award-winning salon Finishing Touch Clinic in County Durham. She is also a trainer and consultant providing business advice for salons, spas and medi-spas.
Susan will be speaking at Professional Beauty North, taking place at Manchester Central on 19-20 October, on "How to eliminate no shows forever". Register for your FREE ticket to the show here and check this page where the seminar programme will be soon available.
Susan will be also speaking at Professional Beauty Ireland, taking place at the RDS, Dublin on 5 - 6 October, on "Get FREE PR and Run Successful Promotions with no Cash Outlay" and "Starting a new business - where to start when you are new to the beginning". Register for your FREE ticket to the show here and check this page where the seminar programme will be soon available.
