WOULD YOU CHARGE TO RESCHEDULE?

Three stylists discuss whether they would charge a client to change their appointment

1 FRAZER WALLACE, THE HAUS STUDIO

“I charge for rescheduling if it’s within three days of the appointment. I think it’s important as a self-employed person to secure my income and my clients completely understand. I did it from the get-go. From working in other salons, I knew that it happened, so I wanted to take control of it straight away. I have had a few clients that were disgruntled but I say to them “if you don’t respect my time and policy, it’s better you find somewhere else to get your hair done.” All my other clients respect me and my time too much and nine times out of ten someone who doesn’t isn’t the client I want anyway. I do feel that having compassion for your clients is important in order to build a loyal clientele so there are instances where I’ll waive the fee but my T&Cs are clearly explained on my website and socials so there isn’t any confusion. Having policies in place for things such as rescheduling shows your guest that you take your business seriously. Clients that respect your boundaries are important and having a free-for-all with your column or business breeds chaos. You have to have confidence to enforce it and make sure your clients are completely aware of your policy. Having a website with everything laid out in detail helps with this especially if anyone questions you. Ultimately if you don’t take your income seriously neither will your clients.”

2 ANDREW SMITH, ANDREW SMITH SALONS

“We don't charge for rescheduling; the main reason is that we appreciate sometimes things crop up but if the same client did it more than twice, we would make a note on the system under their name and ask them to pay for their next service in advance - which can’t be rescheduled. We are extremely lucky to have been in business for many years which means we are super busy most of the time. Some newer salons or salons that aren’t as busy may struggle to fill rescheduled slots so I can completely understand their need to charge for missed time. We also don’t have many clients rescheduling and understand that some salons may do which means lots of missed revenue. With cancellations it’s pretty much the same as rescheduling, if they cancel more than twice, we will ask them to pay for their next visit in advance. I feel honesty is the best policy - we are a small business and explain this to the client and they do understand. Recently we have found that they almost expect it and many offer to pay for missed appointments. We are still in the minority that don’t ask clients to pay a deposit for bookings - this is because we’re aware many book their appointments for when they get paid so may not have the money until then. I also feel that asking all clients to pay deposits is punishing everyone for the very few that don’t show.”

3 CAROL RITCHIE, CAROL RITCHIE HAIR, SOUTHSEA

“In the fast-paced world of servicebased industries, the question of whether to charge for rescheduled appointments is gaining traction. Many professionals argue that a cancellation or rescheduling fee is justified. Why? Because when a client changes their plans last minute, it can disrupt not only our schedules but also the entire salon workflow. I believe charging for rescheduled appointments could encourage clients to be more mindful about their commitments, ensuring that we are compensated for our time and costs involved. Standardising this policy across the industry could create a culture of respect and understanding. When clients know that changes come at a cost, they may think twice before rearranging their appointments. However, many clients may not grasp the true impact their rescheduling has on a salon’s business. They might perceive appointments as just another part of our day, lacking awareness of the meticulous planning and resource allocation that we invest. This disconnect leads to a lack of appreciation for the services we offer and the challenges of managing a calendar full of clients. Ultimately, while introducing a fee for rescheduled appointments may seem daunting, it could pave the way for a healthier relationship that values time and commitment on both sides. Are you ready to make that leap?”