HOW DO YOU HANDLE NO-SHOWS?

Three salon managers discuss their approach to clients who don't turn up for their appointment

1: SARAH BISS, MANAGER AT ACADEMY SALONS, ESHER

“We found that a lot of our stylists’ time was being wasted by people calling at the last minute to move or cancel their appointment - or some just wouldn’t turn up. After speaking to other salons, we realised this was happening everywhere. We sat down with the staff and figured out ways in which we could implement a structure that would fit into our weekly routine, and we also ensured everyone was made aware to ensure it was fair and reasonable to all our clients. We are now at our personal best of under 5% no-shows across the salon, thanks to the techniques we implemented. Our process involves emailing to confirm the client’s appointment once it has been booked, this is also followed up by a phone call at least a week before the appointment to confirm with the client.This is where they will either rearrange or confirm they are going ahead with their appointment. We will also send a text message the day before the appointment. As well as having these regular touchpoints with our clients, we take a 50% deposit for all specialist services at the time of booking, and when a client books online, we ask for a minimum £20 deposit – we always do this with new clients. Another thing that has also helped us reduce no-shows is by changing a client’s profile so that they must pay a deposit when booking any future appointments. This has now become second nature to our staff and our clients who are grateful for the reminders.”

2: VICTORIA WOODS, SALON CO-ORDINATOR, HEIR SALON

“At HEIR Salon, we know that life can be unpredictable, and plans can change last minute.That’s why we’ve introduced flexible measures to minimise cancellation and no-show charges whenever possible, and our clients love this approach! Our policies are designed to be clear, fair, and consistent. If a client needs to cancel, we’ll do our best to fill the slot with our automated online waiting list and online booking system, so a cancellation fee won't be charged. If we can’t fill it, a fee will apply. Upgrading our salon software has made processes much smoother. With features like card capture, our software has helped us to handle no-show fees securely and efficiently; if a cancellation fee is needed, we can easily collect payments or send invoices. Clients can also settle any outstanding fees before booking future appointments – this helps keep everything up-to-date and reduces no-shows. Our cancellation policy is available during the online booking process, as well as in our regular pre-appointment reminders, so the information is accessible and clear, which removes any "surprises" if the client is faced with a cancellation or no-show charge. Out of 555 clients booked in June, only four missed their appointments, all paid their cancellation fee, and three rebooked their appointment. We are dedicated to understanding and meeting our clients' needs, and as a result, no-shows at HEIR Salon are nearly non-existent.”

3: LINDSEY CHARLTON, SALON MANAGER, HOOKER & YOUNG

“You might not want to lose a no-show client but equally, you need to look at your business and whether this is costing money. Our no-shows have gone down and I would say part of that is to do with our salon software. It has a built-in email system and we send out text reminders to clients a couple of days before their appointment. Our email reminder will give them an option to cancel or change the day. Equally, having a fantastic front of house helps as well. Having somebody on the desk that knows your clients as well as you know them and also knows those who ignore a text message or an email. For those situations, we would give them a courtesy call a few days before their appointment. If a client is a serial no-show we would look at asking for a deposit. You can blame the software so it doesn't sound like it's coming from you. We’d say something like:“Unfortunately, because this has happened a number of times, the computer has a block and won't let you book appointments unless you've paid this deposit.” Now no-shows are few and far between at Hooker & Young. You can tell who has genuinely forgot and who hasn't. I would also say sometimes you need to be lenient.Think about your client and that loyalty. Is this the first time they've done this? They don't want to feel reprimanded and that they're unable to return to the salon. Judge everything on a case-by-case basis. Something might've happened.”