Set up a reminder service
While this won’t eliminate cancellations, it will help prevent you from getting them at the last minute. Forgetfulness is the No.1 cause of missed appointments and a reminder service pays dividends. While phone calls add a nice personal-touch, text or email reminders are just as effective and less labor intensive.
Behindthechair.com recommends that reminders be sent out at least 2-3 days in advance. This will give you the opportunity to refill the spot if a cancellation occurs.
Jobber is a great tool for sending text reminders. Mailchimp or vertical response also work well to help automate emails.
Collect Deposits
Deposits are a great way to ensure that your client makes it to their appointment. While this system takes time to set up, many salons have shared that this completely eliminates missed appointments. When you are setting up this system, pay careful attention to the following:
Terms & Conditions
Before requesting the deposit, create an appointment terms and conditions. This way, your clients know the deal in advance. Before booking the appointment, ensure that your client has read the terms and understands that their deposit will be nonrefundable if they cancel.
It is important to tell clients when it is too late to cancel the appointment, and what percentage of their deposit is non-refundable.
How do I collect payment?
Like a hotel, some salons require a credit card upon booking. Typically, they explain that the card will be charged a deposit (20-50%) if a last minute cancellation is made.
Other options include PayPal. Simply create an account and create a “terms and conditions” payment. For a nominal fee, PayPal handles deposit collection and disputes if they should arise.
How much should I collect?
A deposit should ideally be enough to make a client think twice about cancelling. Some salons charge a flat fee of $100 while others charge 20-50% of the appointment fee. These fees can then be deducted from the final cost after the appointment.
Who should I charge?
Many salons choose to only charge new clients. This helps to ensure that you attract reliable clientele who won’t let you down. Others have created this as a policy for all clients, as last minute cancellations are extremely costly.
Having trouble requesting the deposit?
Consider offering an incentive for payment. For instance, if they provide 50% of the payment upfront, they will get 5% off their service or get some free sample product.Consider offering a package deal
Consider offering a package deal
If you partner with another local businesses, sometimes a package deal can earn both parties more business and less cancellations. For instance, a client can book in to receive a style with you and a massage with a partnering business on the same day.
Since your client has committed to both of you, they are far less likely to cancel.
Wait-lists
Have a client who is desperate for that last-minute appointment? Consider creating a wait-list and have them on standby for the next available appointment. This way, you may be able to fill the missing spot in a rush.
Implement wait-times
Some clients are lax about cancelling because believe that they can re-book right away. Be upfront about your wait times and let them know that they could be waiting for months if they cancel and try to re-book.
That One Bad Client
If you have a bad client who has cancelled too many times, consider requesting a fee before they book their next appointment. You might lose them, but this will cost you less in the end.