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If you’re a salon owner, whether you’re a hairstylist, beautician, or aesthetics practitioner, you already know how frustrating client cancellations can be!
What was once a solid booking in your weekly schedule, helping you to make rent, pay the bills, and ensure plenty of savings for your bank account, is now an empty slot that leaves a gap in your profits. This can be incredibly risky from a business point of view, but it’s also a bit of an emotional gut punch too.
So, what can you do about it? Well, when a client cancels, there’s a few things that could help you still make good money for the month. Check out the list below to find out what they are.
Encourage Clients to Rearrange
Encouraging rearranged appointments, rather than just cancellations, can make it much easier to keep your profits afloat.
You might not get the payment this week, but if the customer is happy to come in next week instead, you still end the month with the same amount. Offer this as the default option whenever a customer calls or messages to say they can’t make it.
Take Deposits on All Bookings
Asking for half the appointment cost up front might not sound like a good idea to you – after all, many new clients could be scared away by the ask.
But it’s one of the best ways to secure at least 50% of the profit you would make whether they come to the appointment or not. It’s also a good way to discourage last minute cancellations!
And remember, when you can provide exemplary customer service while the client is with you, no one is going to mind the need for a deposit at all.
Download an online payment processing gateway, add it to your website where customers can book themselves straight in, and take a deposit that’ll cover the cost of keeping the lights on at the very least.
Don’t Be Afraid to Enforce a Cancellation Policy
Every salon should have one, and no salon should be afraid of enforcing one. If a client cancels within a timeframe that means they still have to pay for the booking, be sure to let them know this.
Be sure to check the laws around cancellation fees in your area to ensure you’re not violating consumer rights. Then, outline your cancellation policy on your website, as well as within any booking confirmation, to ensure the client has every possible chance to learn about the policy in advance.
If they refuse to allow you to have the money, refer them to your booking terms and conditions which they agreed to abide by when they booked in. And if they still won’t give you what you’re owed, you would be well within your rights to take the issue up to the legal level.
When it comes to client cancellations, salon profit loss can be startlingly massive. Avoid this pitfall by using the tips above in your treatment rooms.
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