Cancellations

[traci3132]

Oh if i get one more txt saying "sorry i can't make it" I think i'm goin to cry!:sad:

I work from home at the min, and the past few weeks everytime i get a client they leave it to the last half hour to let me know they can't make it, this is of course after i have set everything up and cleaned the house from top to bottom and put on my makeup.

Its so disheartening... Can you give me some ideas as to what i can do about this. Or is anyone else experiencing the same misfortune?

Thanks

 

[Envylicious]

Hi, sorry to hear about that, but believe me things do pick up and when you get a few loyal clients the rest will follow. I set up at home a few months ago and gained one or two loyal followers and they tell their friends and relatives etc and it snowballs. Just keep your chin up and don't let them get you down. At least they are letting you know. I have sat and waited for people in the past that had no intention of turning up. Things will improve believe me

 

[fluffydreams]

I agree with Envylicious. Work does pick up, i've been doing it for two years and people return and word of mouth is great.
Keep at it and people will attend and recommend you

 

[sharneshairroom]

Hi, I am the same as you; working from home. It is sooo annoying! I know it may seem a little pushy, and it depends on your time, but you could try giving everyone who is due to come tomorrow a polite text reminder, then if they cant make it you will at least have 24 hours notice, as this will hopefully prompt them to tell you then. just an idea, I used to work in Canada, and they used to do this (but phone call) and we hardly got people not turn up, and cancel last minute. Word it like ' Just a quick reminder that you have an appointment for a ___ at ___ o'clock. Look forward to seeing you then.'

 

[endless]

I always send a quick confirmation txt,lets them know you mean business,lol

Hi, I am the same as you; working from home. It is sooo annoying! I know it may seem a little pushy, and it depends on your time, but you could try giving everyone who is due to come tomorrow a polite text reminder, then if they cant make it you will at least have 24 hours notice, as this will hopefully prompt them to tell you then. just an idea, I used to work in Canada, and they used to do this (but phone call) and we hardly got people not turn up, and cancel last minute. Word it like ' Just a quick reminder that you have an appointment for a ___ at ___ o'clock. Look forward to seeing you then.'

 

[xxhaylzxx]

i also send a text to new clients to remind them a day or two before and sometimes put at the bottom please note a charge will be incurred if you cancel within 24hours before your appointment to cover time lost. something along those lines anyway. It happens sometimes just a shame really.x

 

[traci3132]

Thanks for all your replys,

Funny enough today i did txt her about 2.30 and she was due to come at 6.30. I did get a reply and she said she was coming then at 6pm she txt saying she cudnt make it... grrr!

Awh wel I will try to keep at it.. its just so hard getting them to come at the min and then when that happens it really ticks me off!

you guys have cheered me up though, thanks a mill!

 

[Lemmonie]

Call me harsh but i always give clients the benefit of doubt once and then only if they have already been once.

Then they dont get second chances and i dont allow them to rebook!

If they are new and dont turn up its a simple red card.

I am in a fortunate position to be able to pick and chose my clients now but when i first started i too was disheartened.

Dont worry as everyone else has already said it will pick up and this wont be a worry.

I think clients think as you work from home it dosent matter. Well it does!

I actually get more business after i put my prices up to match the hugh end salons in my area. Its because it screams "professional and top class" Reassuringly expensive to steal the Stella phrase.
Telling people you can no longer accept their bookings says you are too busy and popular to mess around.

Good luck. It will work out xx

 

[yeahyeah]

my mantra, and something i can't tell my students enough: "treat your business like a business"!!!!!!!!!!!!!!!!!!!!!! we are a very laid back industry, we meet with our clients on a regular basis sometimes for hours, they get to know us very well, and for some reason that gives them the idea that its ok to take advantage of our "business friendship" (as i like to call it). Even if your business is in your home you should have your cancellation policy in writing, put it on the back of your business cards or on your brochures or your client profiles and have them sign that they understand it on their very first appointment. My cancellation policy states that they must notify me personally or leave a message on my voicemail at my salon by the end of the previous business day or they will be charged 25% of their missed appointment. The second time it happens they are required to secure all future appointments with a credit card! Third strike youre out, and their credit card will be charged full price for the missed appointment.
Its very straightforward and I very rarely make exceptions for anyone. If they get huffy about your new implemented policy just try to explain to them that you have set aside time in your appointment book just for them and if they can't make it, all youre asking for is enough time to fill their spot, if they cant give you that then you lose money.
If they're a client worth keeping around they will be more than understanding

 

[geeg]

I think you have had excellent advice from everyone. Obviously you are new to nails and probably don't have a credit card set up yet, but I think it is one of the best things you can do, even so early on in business, and I would recommend that you do it .. it is very helpful to clients and it is very helpful to you.