How do you deal with clients that dont turn up?

[elliebabes33]

Hi twice this week I have had clients that just havent turned up - without so much as a phone call to cancel! I know it will happen to everyone in the nail business and it wont be the last time it happens but its so frustrating! I rushed around this morning and even got to work earlier (the lady turned up early for her last appointment) and got everything all set up ready only for her not to show up. I tried to call her a few times but there was no reply. She may genuinely have forgotten, and its lucky that I am having a quiet week this week, but how does everyone else deal with this sort of thing? Because when I get busier I dont want to be turning away clients for someone who isnt going to turn up!

 

[Isabella]

Hi, I had a spaite of customers not showing up qnd it was a very busy xmas week, when I'd actually turned people away cos' I couldn't fit anyone else in. I was really mad and like you, they didn't answer their phone.
I now have a notice in my salon that says 'If a cancellation is done with less than 24 hour notice, a late cancellation fee of £10 will be charged' I've actually only had to do it twice, but generally if they don't turn up, you never see them again! It happens, unfortuneately.x
ISABELLA

 

[loreli1981]

Oh its frustraing when this happens, especially because you allow time for them to be late before ringing them and realising they actually won't be coming!
We had one lady who missed almost every appointment, we started calling her the day before to confirm them - (my boss used to call her an hour before she was due aswell)
My dentist always sends a text the day before to remind the patients that they have an appointment, and if they can't make it please call them to re-arrange.
x

 

[shedunlop]

Until you have a good client base with regular clients that you know well you should text them the night before, just a friendly reminder with an option to cancel if they are not coming. Once you are properly established this will not happen unless there is an emergency!

 

[loreli1981]

Yes- and always take the number for the client you have had to turn away, if they are close they may be able to fill the appointment
x

 

[elliebabes33]

hi yes I will have to get their mobile numbers so I can text them as I only have land line numbers for some of them. I am going to do that in future! Thanks everyone!

 

[Ash Halo]

this happened to me during the week too when i rang the girl she cancelled the call and rang straight back when i answered she hung up on me just after i had said the salon name. Have black listed her now and she will only be served as a walk in client now.

 

[bombini]

For new clients there is not much you can do really, some people charge cancellation fees but then there is the problem of enforcing this.

How many appointments have they attended prior to today ?

When I was salon based the majority of no shows were either new clients or clients that had only been a handful of times and weren't regulars.

I agree to text or phone them the day before.

 

[WAX inc]

its just happened to me tonight with 2 spray tan customers and i went back to work specially. iv put note on there record that they must pay in full to secure next treatment booked or i wont be taking the booking. i text everyone a few hours befor to remind them but i do still get people not turning up. specially spray tans. unavoidable pain in the butt that goes with the job i think.

 

[angelina221]

Grrrrrrrrrr they drive me nuts!!
Spray tanning clients are the worst!
With regards to Xmas no-shows- i solve this by taking a deposit.
The week before xmas and the run up to new year, i take a 50% deposit to secure their appointment.
People get busy round this time and tend to forget. If they genuinely want the appointment then they don't mind paying a deposit and if they don't turn up then they lose their deposit. Not had anyone lose a deposit yet :lol:

 

[heloise]

Hi, Through experience of the same thing i would take a number, phone the day before to remind them, and if they fail to arrive more than twice, take a deposit!

 

[Prionace]

If you see the day full and do not know some of the people text them the day before reminding them of the appointment. It will remind them to go, or to cancel, leaving you enough time to fill the gap. Over time you'll get to know your clients and figure out the ones that need to be reminded.

 

[fozzyo]

Because I manage all my appointments through my mobile, I note them as a Prepay customer. If they book again they need to prepay for the appointment, as simple as that. Some get all arsey about it - but i'm the one who is out of pocket, not them.