Cancellations and No-shows

[Beckih84]

Hey ya,

I have been experiencing problems lately with people either not bothering to tell me they arent coming, so im sitting round waiting, just not showiing up or saying they are ok to come and then contacting me within the hour before to say they cant make it. too be honest the reasons for not making it have been sometimes things like, im too tired etc but people dont seem to realise that its at my expense. it not only that , it was last night i had a lady booked (someone from work she is a friend of a friend) for 7.30. she text me at 6.30 to say im sorry im just leaving work so i cant make it. I live bout 15 mins from our work so it wouldnt have taken long to get to me. i did reply to say ok, and then about 30 mins later i had another message saying can i still come so i said yes and then 30 mins later i had another to say can we make it next week. i work full time and my time after work is valuable to me but others dont seem to see tht. is there anything i can do to try to stop this? i know it happens but lately seems alot. i love doing this now and dont want to stop but feel that my time is wasted alot.

any advice gratefully recieved

thanks
becki xx

 

[julesgems]

Hey ya,

I have been experiencing problems lately with people either not bothering to tell me they arent coming, so im sitting round waiting, just not showiing up or saying they are ok to come and then contacting me within the hour before to say they cant make it. too be honest the reasons for not making it have been sometimes things like, im too tired etc but people dont seem to realise that its at my expense. it not only that , it was last night i had a lady booked (someone from work she is a friend of a friend) for 7.30. she text me at 6.30 to say im sorry im just leaving work so i cant make it. I live bout 15 mins from our work so it wouldnt have taken long to get to me. i did reply to say ok, and then about 30 mins later i had another message saying can i still come so i said yes and then 30 mins later i had another to say can we make it next week. i work full time and my time after work is valuable to me but others dont seem to see tht. is there anything i can do to try to stop this? i know it happens but lately seems alot. i love doing this now and dont want to stop but feel that my time is wasted alot.

any advice gratefully recieved

thanks
becki xx

Hi Becki

This is a difficult one. I too have had a couple of no shows. I am mobile and people just don't bother to tell me they are not going to be there.

You could take card details over the phone and tell them a cancellation fee of say 50% of the cost will be charged if they cancel without 24 hrs notice. They will not know whether or not you have a card machine. It could make them more likely to turn up.

For the one that has messed you about 3 times in one night, I would tell her to find someone else as you can't keep messing your diary around for her! Sometimes people assume that us techs are only doing it for pin money and don't realise it is actually our living and we rely on our customers!

Also, I have had a couple of what I suspect were other techs phoning on the pretence of having an appointment to check out my prices and services.

I am quite happy to help other techs out, particularly new starters. I would be happier if they were honest and told me that they were new and I would gladly advise them of my products, services and prices if it helps them to sort out their own pricelist. What I can't stand is people wasting my time pretending they might want an appointment!

Newbies - feel free to phone me but please be honest!

Hope the card suggestion helps - good luck with your business!:hug:

 

[magsham]

Hi Becki

This is a difficult one. I too have had a couple of no shows. I am mobile and people just don't bother to tell me they are not going to be there.

You could take card details over the phone and tell them a cancellation fee of say 50% of the cost will be charged if they cancel without 24 hrs notice. They will not know whether or not you have a card machine. It could make them more likely to turn up.

For the one that has messed you about 3 times in one night, I would tell her to find someone else as you can't keep messing your diary around for her! Sometimes people assume that us techs are only doing it for pin money and don't realise it is actually our living and we rely on our customers!

Also, I have had a couple of what I suspect were other techs phoning on the pretence of having an appointment to check out my prices and services.

I am quite happy to help other techs out, particularly new starters. I would be happier if they were honest and told me that they were new and I would gladly advise them of my products, services and prices if it helps them to sort out their own pricelist. What I can't stand is people wasting my time pretending they might want an appointment!

Newbies - feel free to phone me but please be honest!

Hope the card suggestion helps - good luck with your business!:hug:

The only prob there will be when they do make their appointment & you finish the service and then they produce a card, which is all they have in their purse because you've insinuated that you take them!! then you're in poopie!!:lol::lol:

 

[LADY STARDUST]

This is a tricky one. have you written anything down in your price lists/cards that a charge may be incurred if an appointment isn't cancelled within appropriate time? Most salons will carry a charge onto the next apt if they have missed an apt. However this is usually down to the discretion of the management, as sometimes during emergencies etc cancelling an apt is the last thing on people's minds.
I would be very cautious about how you approach this as you dont want to scare your clients off. The idea of taking their card details whilst booking an apt seems like a good idea. Make a note of how often each individual cancels apts at last minute or is a no show and use a 3 strikes and your out rule. When they come back in remind them politley they have missed an apt and could they please ensure they try to ring if they are unable to make any future apts.
I do speak from experience as the last salon i worked for had a lot of no-shows and late cancellations and in the end the owner got so fed up she rang and rang all the clients, wrote to a couple of them with threats of solicitors letters demanding the treatment payment, and has now gone to the extreme of putting a whole list of terms and conditions in and around the salon for everyone to see how to behave!!!! ( i kid you not!!) The list is a full size a4 piece of paper!!!
Needless to say surprisingly the book is completely empty of clients and it has not met it's target for a couple of months, so obviously don't go that far!!!

 

[mdskora]

Hi,
I used to find a few clients did this to me.... If they did it twice i told them that i would not be booking them into my diary and that they could call on the morning that they wanted to come to see if i had any free time...
I explained that i had others wanting their nails done and had turned them away and then sat there waiting for "them"...

I have learnt to call or txt my clients the day before.. it seems to work..
maybe give that a go,
X Mel

 

[nailzandbeauty]

I agree with mel i try to remember to text them the night before as a quick reminder to see if they still ok for App..seems to work.Good luck x

 

[surfergirlie]

This is a subject close to my heart .. having been in business for over 5 years I've been through this and am coming out the other side with some answers/solutions!

These are my experiences and advice based on them (sorry if you don't agree

Firstly a cancellation policy of 50% within 24 hours is essential.
Second, clients must be told this at first contact - if you have older clients that haven't had this initiation they really resist! So start NOW for every new client and then try and catch the others. On bookng ask for address and tel numbers before discussing cancellation policy. Take these down. Then tell them the cancellation policy and ask them if they agree to it. Explain that if they cancel they'll be billed to the address. It sounds harsh but once you've done it 3 times you'll just get into a habit of it. It's good to have their address details at first contact anyway for your marketing. When you meet them and do consultation get them to sign the cancellation policy. Mine has 2 options - 1 (they agree) 2 (they don't agree) - if they tick (2) then at least I know and I will re-schedule their appointment if I get calls from 'better' customers.
Lots of businessess charge a fee (dentists, hairdressers) and people DO expect it. Don't be afraid but DO be professional.
Third - be aware that it has to be non-negotiable. It doesn't matter if it's an emergency that they're cancelling for. It's not their fault but it's not your either. If you let them off 'just once' you'll set yourself up to have to always do this. And people won't be honest anyway.
Fourth - most beauty salons will ask for a 50% booking fee for appointments over an hour. Now nails are a long appointment so you could consider this. I agree about not card details .. but just ask them to post a cheque or drop cash round to secure the booking.
Fith - BE BRAVE .. it's hard at first and you'll find yourself making excuses and rambling .. get through the first few and it will become routine .. you'll wish you'd done it from the start!

My experience is that 99% of cancellations could be avoided .. except serious illness there are always other options e.g leave kids with neighbours, get dentist appointment next day. People just see nail techs/beauty th, as push overs and see it as the easiest path .. make sure it's not!

I found that new clients caught at first contact with 'the policy' pay without question. Older clients are a difficult ball game and have to be dealt with on an individual basis. But bear in mind that when you go out of business .. they'll just go somewhere else .. you have to realise it's a business not a charity. Ultimately most clients are not your friends .. even though it feels like it!

How would they like if they didn't get paid because their boss 'didn't feel like it today'???

Hope this helps someone .. xxx

 

['chelle]

Hiya. this is an unfortunate downside to our business, and whilst it's something that will always occur from time to time, you can take steps to minimise it. I took some steps last year and my cancellations/no shows have substantially decreased since then. Here's what I did:

• I re worded my client record cards. Now, you know the bit where they sign to say the nails are not guaranteed, all repairs must be paid for etc etc, there's another paragraph under that which says "I acknowledge and agree to the terms of the cancellation policy which states that cancellations within 24 hours = 50% of treatment price, no shows = full appointment price, and the salon may send an invoice to me for this amount
• I make sure that on first contact, all clients are aware of this policy, and I also make them aware that I am flexible and dont mind at all if they need to re-arrange or cancel their appointments provided they give me 24 hours notice. I find that some people will not show up rather than cancel if they think you will be annoyed, so making them aware that you dont mind rearranging your diary within reason can sometimes make the difference between someone rearranging or just not turning up at all
• I stick to my policies!! Seriously, even if it doesnt put you out, you've got to show clients that your time is precious and that they cannot mess you around. In the case of your client who cancelled, then un-cancelled, then cancelled again, on the first cancellation I would have been saying "oh that's a shame Mrs xxx, is there no way you can get here, because unfortunately since you havent given me 24 hours notice there will still be a charge for the treatment and it seems a shame for you to have to pay for something and not receive it."

I had a client recently who booked a manicure and hollywood toes. She has a regular manicure and she was umming and ah-ing over whether she would have the toes. I made it very clear to her that if she wanted to change this appointment, she could do that, but she must give me 24 hours notice or she would have to pay for some or all of the treatment. The next week, she turned up and I said I would do her manicure first so that her nails can be drying while I do her toes, and she said she didnt think she had time to have her toes done. Now, this was my last client on a Saturday afternoon and actually I could have got away a bit earlier, it wouldnt have put me out and I hadnt turned any other clients away on the basis of this treatment BUT.... I had very clearly told her to ring me if she didnt want the toes and she didnt ring. By only telling me at the appointment that she didnt want the toes I consider this to be equivalent to a no show, so I gave her the "it's a shame cos you'll have to pay for them anyway" speech and guess what, she magically found time to have her toes done!!

Set some boundaries and make all your clients aware of these boundaries and you should see a distinct decrease in your no-shows. Best of luck:hug:

 

[Missy G]

Hi Becki


You could take card details over the phone and tell them a cancellation fee of say 50% of the cost will be charged if they cancel without 24 hrs notice. They will not know whether or not you have a card machine. It could make them more likely to turn up.

Are you allowed to hold a clients card details???

 

[bombini]

I have had this lately (typical as its January) and what I have now done is told clients at their next appointment (if they turn up) that if they miss another appointment without letting me know or giving reasonable notice then I will require payment in advance for the following appointment.

Im getting really fed up with it now, it is only certain clients that do it but they have the cheek to say at their next appointment something like, oh I couldn't come last week as had to go food shopping !!!! Not a problem if they let me know in advance (like 24hrs) but to just not turn up really annoys me

I have a client that booked in 3 wks in a row for an eyebrow shape and didn't turn up, no-one took a contact number either time she booked :grr: so the last appointment I rubbed it out of book and booked in another client, guess what......she turned up !! I sent her away, I haven't got time to be messed about and hopefully she will have learnt her lesson and not do it to another salon.

 

[VHunter]

I have had a week that has p****d me off:!:


I was fully booked, with 6 - YES SIX!! - clients waiting for cancellations.

• Tuesday 8pm - no show... no call.. nothing and too late to call for those 'waiting'.
• Wed noon - no show.. no call... couldn't reach her. Again, too late cause of the time I'd have to leave to get my daughter from school.
• Thursday 6pm - called at 6:30pm!! (she was booked for 6) to cxl, something had come up... again, too late cause I had someone coming at 8pm.
• Today, got home at noon from dentist, had a message from my 1pm client cancelling her repair. AGAIN I could have done something with my time OR had my tooth repaired instead of booking the filling for another time because I wanted to be sure to get home on time for her.

:irked::irked::grr:
I am SOOOOOOOOOOO annoyed!
4 slots that EASILY could have been filled.
RARELY does this happen to me, but this week I got a slap in the face.
So insulting and makes me VERY annoyed!!!!!!!

I do have policies in place....... and I know that 2 of the 4 are going to pay their late notice fees without grumbling and will be apologetic
BUT late notice fees do NOT equal the revenue of a full service + tip :irked:
The 3rd? Not likely to hear from her.
The 4th... she gets gov't aid and she balked when I told her the cost of a single nail repair in the first place (I think she expected it done for free?????????).... sooo no idea where that's going...


I have a lot of newbies. I think it's time to send out the new year's Email/notice with New Year promos AND a reminder of the policies and price list and simple considerations that they ought to make towards me, their technician...
grrrrrrrrrrrrrrrrrrrrrrrrrrrr
Hate having my time wasted.



PS: getting tired of the bozos that like to call at 10pm or on a sunday to make an appointment.
UMMMM EXCUSE ME... call during business hours please????????

sorry, ranting.... annoying week as you can tell.

 

[RedAdmiral]

What I find appaling is the fact that you went to their homes and they were not in!!! You must call your clients to re-corfirm the app, you could also make it policy that they re-confirm their app. You are a business and must treat your business no diff wether mobile, home salon or on the high street.
I have a reminder service from my software and on busy days I also call each client in the morning just to explain that I am fully booked and would appreiate if they arrived on time as I cannot reschedule them. you also must be firm in your business and not be 'the girl who comes around and does my nails'

for the clients who did that I would write them off and as suggested tell them to call them the morning of the app to see if you are free as you will not be booking them in. I would also suggest that you explain that you are a mobile therapist and work between x and y times and need notice for cancellations.

Dont let it get you down we all know how annoying it is.

 

[NailsByAgnes]

what i do is taking 5 or 10 pounds deposit when booking an appointment... and when they pay they always turn up or give enough notice if need change it

 

[Missy G]

This is a subject that really interests me .So if you have a no show and she knows the policy ,she doesnt turn up ,you phone no reply,she texts you later to apologise and says she ll call you back..but does a disappearing act and you hear no more back ..what do you do?

Its only happened to me once so far being mobile ,she was somebody that I used to work with before being a client..I turnt up at her house and she wasnt there ,luckily shes only just up the road,I called ,no reply, left a message ,she texted back about 8 hours later saying she forgot,had no credit on her phone so couldnt call back...well youve obviously got credit on your phone now so why not call me now..I thought..and I will call you to arrange another appointment in a couple of days..but never heard from her again.BTBH I was glad to see the back of her,she was just one of those peoples houses you just dread going to.

Anyway so say this client doesnt show, you cant get hold of them where do you go from here??? Do you just roar and let it go,or deal with it ?What happens when this happens in a salon? Ive been offered a place in a salon one day a week working self employed , I am concerned about no shows ,as the salon is not local to me,if I have to travel to the other side of town ..say its a quite day and I have only a set of infills as Im only working there during school hours...I dont want to get all the way there and the client doesnt show!!The salon are taking the appointments, so first appintment I wont have there number to text them the day before,I cant rely on the salon to do it as they may forget .They do have a policy for ..no shows will incur the full treatment amount,but what if they dont show again and dont pay up, do I loose out?

 

[lilly]

I had a clients that had come in a couple of time for a French overlay, on her RD 6.30 app she text me half hour before and said she couldn't make it, i was a bit put out but after many years working in a salon put it down to one of those things.

She make another app for Christmas week, another 6.30 I asked her if she thought she was going to have trouble keeping the app at such a busy time please let me know, guess what she did ! but half hour before her app time :irked: The thing is I had actually rung her her the day before to check it was still OK, she said she gone home from work sick and had fallen asleep ??? maybe maybe not WHO knows ???

I returned her text and politely said that if she were to make another app I would have to take a deposit guess what no app made, and I glad !

I will allow 1 no show but no more than that

 

[fena]

My friend is a hairdresser from home and has been for years. She has had no shows and people turning up late constantly. The last straw was New Years day 2y ago. A lady had booked for braids at 10am and she didn't show. My friend now insists on part payment between £10-30 when the app is booked. They also loose that part payment if they dont show or are late as it puts her back for other clients.
The clients either send the money by recorded post or drop it of, as she does not have card facilitys.
So far it has worked very well for her.

 

[lady R]

I've had a few of these and boy does it make your blood boil!!

I have now put the no show fee in the front of my price list,ALWAYS take a contact number and the day before give them a "courtesy reminder call"
twice I've had false numbers (suspect local salon trying it on.....) but as I called day before I could scrub the appointment and rebook for some one else.

As its new year I am telling everyone new and old about the changes and the couple of serial offenders I have now have to pay a deposit up front, that stopped them in their tracks!!!! :lol: