How to Reduce Cancelations and No Shows
When clients cancel last minute or completely ghost their appointment…you’re out time and money. And while there are always going to be short notice changes to your schedule, they should ideally be few and far between. If you’re frequently finding yourself frustrated by last minute cancellations and no shows, you’re likely missing one of these 5 things:
1. A cancellation and no show policy
To protect your time and money, you need to set clear expectations of what is and is not acceptable in your business. If last minute cancellations (24-48 hours or less) and no shows are not acceptable, you need to communicate that to your clients. Some beauty businesses choose keep a client’s credit card on file in order to reserve an appointment with the understanding it will be charged a predetermined fee if they violate the policy. Others require a deposit at the time of booking that becomes non refundable if they cancel last minute or no show. You do what works for your business, but make sure you have this information available for clients to review & sign! In the event you have to enforce your policy, it’s super important that you have physical proof the client agreed to play by your rules - which is why I made this FREE printable, signable, customizable salon policy template for you!
2. Text and email appointment reminders
Are you reminding clients about their upcoming appointments? Sometimes last minute cancellations and no shows are simply because the client forgot. A great way to prevent that is to send them a quick appointment reminder 3-4 days before, which allows them time to reschedule penalty free if they need to, and then again 24 hours before so it’s fresh on their mind. Most online booking software systems have automated appointment reminders which is a HUGE time saver (and one of the many reasons you should be using online booking).
3. Online rescheduling option
Speaking of online booking, it can also give clients the ability to make changes to their appointment within your allotted timeframe. Which means less back and forth with clients (another time saver) and more convenience for your clients. In your first appointment reminder text/email, you should include the link that allows clients to easily reschedule.
4. Stellar client experience
The more a client enjoys the experience they have with you, the less likely they are to skip it. This means you need to make sure you’re providing the best services, respecting your client’s time, staying up to date on trends, and bringing value to your clients. If you want to know what I mean by “bringing value” READ THE CAPTION ON THIS INSTAGRAM POST.
5. A waitlist
If your schedule doesn’t have much flexibility, it’s a good idea to introduce a stand-by waiting list for last minute cancellations. That way, when a last minute cancellation does happen, you can try and fill the spot by calling those on your waitlist. If you decide to do this, just bring it up to clients at their next appointment and ask them if they’d like to join. This doesn’t have to be anything more complicated than a note you keep in your phone with clients name & contact info.
Hopefully this inspires you to change a thing or two in your business in an effort to reduce last minute cancellations and no shows. If you need a hand with putting any of this in place – I’m here for you! Schedule a Discovery Call anytime online using the button below:
Thanks for reading!
-Lindsey
