This article is written by the amazing Nina Tulio.
How many times have you had a client no call or even no show each month? Have you tracked this? I know salons that are losing $400-$800 a week just on no shows alone.
That can equal anywhere between 10-15k a year in lost revenue. Ugh, the pit that you get in your stomach when you get the call or the DM when your guest has to cancel 20 minutes before their appointment. Even worse, when your guest never shows up for their 3-hour balayage service.
This is an incredible hit to a small business.
So let me ask you this…
Do you have a system in place for no calls and no shows?
I can’t tell you how important it is, not only for your salon and your stylists but also to be fair to the other guests you are taking care of!
Think of it this way. Yes! Your business and stylists are losing money. But there are also other guests that would love to take their spot. Especially if you have a waiting list! If someone cancels an hour before their appointment, it’s most likely you will not have enough time to fill it.
Here are a few things to think about when implementing some new systems. If you are thinking of taking deposits and sending out text reminders, the Schedulicity platform will make it quick, easy, and painless.
What is your cancellation policy?
24 hours? 48 hours? Decide which is best for you and then be sure to announce it to your clients!
This can be through email campaigns, picture frames with the announcement on the desk, and on social media. And be sure to have this on your website.
You can add this information on your Schedulicity online booking system so your clients understand exactly what they are getting into when they schedule with you. All you have to do is go into the appointment policies and set your time frame on your cancelation policy.
I recommend having at least a 48-hour policy. This way if someone cancels you have time to get on your cancelation list or post on social media to fill it.
If you are feeling a little uneasy with new clients online booking.
You can also set up a policy under general policies in Schedulicity and check off the box that states they must see you first one time before they are able to book online.
This is amazing.
No shows and cancellations typically come from new clients, not existing clients.
Protect yourself. Better yet! You can set up the deposit function in the platform so guests must enter their credit card information before scheduling their appointment.
You can state your cancellation and no show policy before they schedule so they are fully aware of what happens if they do not show or cancel within your cancelation policy.
Email + Text Reminders
Last but not least!
Send out text and email reminders out at least 48 hours before their appointment.
This is a big one.
I started to do this when I owned my salon and it was a total game-changer.
People get busy. They forget. Life happens. This is one way for them to simply be reminded with enough time for you to fill your book if they have to cancel or reschedule. Hop back into general policies and set up your email and text reminders for at least 48 hours.
Want to give yourself more time to fill in those cancellations. Send out your text and email reminders out 72 hours before your guest’s appointment.
Get yourself an online booking system and grow your business boss babes! You can learn more about the Schedulicity online booking system HERE and get your first 3 MONTHS FREE when you use our Hair Love Promo!
Nina is a former salon owner and stylist that has been in the industry for 23 years.
She now owns a consulting business called 1N Agency where she travels the country educating salon owners and stylists how to grow a successful business, sustainable business.
IG – @nina2leo