You should have a strong cancellation policy in place for all clients, and this should be made clear throughout the whole booking system to avoid misunderstandings in communication.
It’s important to address the clients that aren’t complying with the policy frequently, explaining to them the effect their actions can have on the business. If this is happening on a regular basis, I recommend the manager has a calm, upfront conversation with the client directly.
You may also want to reconsider allowing this client to book so far in advance; perhaps they would be better suited to only booking within a two-day period?
The most important thing is to remain calm and stick with your policy. If the client respects you and your business, they should be able to appreciate the financial loss they are causing. If they don’t, do you really even want them as a client?
If someone hasn’t got a proper cancellation policy in place, they really should have. I went to the dentist the other day and had to pay in full for my check-up appointment two weeks before I actually had it – not just a deposit, but a payment in full! It’s become so normal in other areas of our society – dentists, private doctors, hotels, restaurants – so why should hairdressing be any different? I think salons should definitely have a policy where it’s three strikes and you’re out.
It’s important to bear in mind, however, that your cancellation policy is to use at your discretion – if a good client doesn’t adhere to it for a particular reason, for example, then of course you’re going to make an exception. Likewise, for clients who cancel at the last minute, but they’re moving their appointment – I would move the deposit with them. But again, use your discretion and try to train them not to do it again. Like anything, a rule is only a rule if you enforce it, and many salons don’t.
For the serial offenders, however, you almost always have to charge them. In many cases, it’s only when they have to actually pay the cancellation fee that they will stop offending. You have to use a bit of tough love! I recommend also using the notes facility on your software to keep a track of how many times you’ve given clients a warning. Also, if you’re introducing a cancellation policy for the first time and you’re a bit unsure about how to do it, why not promote that you’ll donate a percentage of the cancellation fee to an industry charity of your choice!
A few years ago, we had a technician that had her own very clever cancellation policy: if any of her clients were late for their appointment, she would do what she could in the time, but they’d be paying the full bill (regardless of what she was able to finish). As a result, her column ran like clockwork! No one would dare be late for an appointment with her because she wouldn’t tolerate it, and I think that’s a really good lesson.
In today’s super competitive climate, dealing with late cancellations needs to be done tactfully. The goal is to keep the client, but still limit their ‘no shows’. In my experience, a staged approach can be a good way to do this. So, if a client does a ‘no show’ more than twice in a year, here’s what I recommend:
STEP 1:
Have an honest conversation.
“We love looking after you and don’t want to damage our relationship, but when you ‘no show’ our stylist loses their commission.Please can we agree that you will give us a minimum of 24 hours’ notice if you need to change or cancel in the future?”
STEP 2:
If the client persists, then introducing a deposit for every booking is a completely fair way forward. Or, if a client cannot be persuaded to stop, it may be worth banning the client from making advance appointments. Maybe they can only book an appointment 24 hours in advance using a deposit to secure the booking, or if they want to book further in advance, you only accept the booking if they pay 100% of the bill upfront?
If your salon is running at near full capacity, there is definitely a strong argument to have a deposit policy. However, if you rely on a steady stream of new clients, then absorbing ‘no shows’ may be less costly than having a deposit policy that reduces new clients making their appointments. In many instances, if a client cancels last minute and wants to move to another time, it could be worth allowing them to transfer the booking because enforcing a strict policy can often result in losing the client. However, if a client is persistent in their cancellations, then losing them may be the best option.
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