4 Ways to Stop Salon & Spa cancellations and no-shows “
Earlier this week, an owner Salon Success asked me this question:
“I was wondering what your opinion is a cancellation fee of appointments dialed
On a charge against them (even if they cancel / not quite regularly) and they will probably not come back and you may benefit lifetime of that customer.
On the other hand do not pay and they are allowed not to respect your time (which is a bit of a personal nerve first of the mine) and they have no incentive to respect your time and business next time they are “called to work late.”
I bet you say “find clients who respect your time in the future” … However I find in the recession customers are starting to take over …. because they now feel they have control over the companies we should be desperate for their custom. What is your take on it? “Good question! A real challenge. And as a lady, it can drive me nuts – it can feel like a constant battle between the desire (sometimes necessary) Enterprise and not finish as door mats, a “being trampled by time wasters and people with less integrity than the” loss “politician. Yet he never produced for me (and I’ll tell you why in a bit) …
But today, I’ll give you some techniques REAL you can use to dramatically reduce no-shows “AND client to improve adherence. First off we address some actions you can take. So, I’ll cover the way to stop this happening always (or almost). Here we go (which is a kind of menu of things to try – I will flag up my favorites):
- HAVE A SHOW delay and no policy. Obvious yes – but you’d be surprised to see how many Salons and spas are not. What should your policy be delayed. Well, it depends a bit on your type of salon / spa and the customer.
- This could be a minimum of five hours in advance for cancellation (which allows for people who wake up every morning and realize they forgot to book the afternoon off).
- It could be a fine for failure to appear. But it is very difficult to apply and if you do not apply customers will not respect it and you loose credibility – not one of my favorites.
- For entertainment late, you can give them the time remaining in the window of their appointment. Say something like “Unfortunately, we do not have ___ minutes left in the session. What areas do you want the emphasis to be placed on? “
- Accept deposits (non refundable) – A of my favorites. Easy to implement and very effective. Not only do you almost ensure that your client is present, but if they still make you a little and have the chance to fill the slot. Plus, taking deposits weeds “out of a very large part of time-wasters. People who happened appointments Saturday morning before they call you every other fairs in the area to see if they can do better … Size of course depends on the deposit treatment service. I would not go lower than £ 5.
- Do not allow people to rendezvous before they had a consultation session with you to join your “Health and Wellness Membership Program” (where they pay X amount each month for a certain set of treatments) or they paid the “Joining fee to even allow them to become a client of yours. This technique is very powerful. It passes the position of power from the client to you. People want what they can not be and whether the client to pay the same access to your services, then the best customers who want the most. And Once they have paid, then the probability of them do not turn up is greatly reduced …
- CUSTOMER prior call appointment. This should be part of your marketing system anyway. But you or a member of staff should call the customer 24-48 hours before appointment. Just to make this conference will significantly reduce not watch.
Whatever policy you choose here are some Things to do:
- Display your policy clearly. On your appointment card, on price lists in your living room or reception room spa etc.
- Explain your policy in person with each new customer and remind customers ALL periodically.
- Make sure your policy details are included in your customer Welcome packs (yes, you must deliver customer welcome packs).
- If customers do not show that you must call them. This broadcast at least embarrassment if there was a genuine mistake, you have the possibility to book them back and / or ask them if they know who would be able to make their appointments. It is likely that person will not be able to get up, you in time but at least you have a reference!
And FIRE YOUR CUSTOMERS If customers still abuse your policy then your answer is simple. You should FIRE. Say something something like:
“Mrs Bloggs, I appreciate your custom, you’ve spent a lot of money with me – which is Nice. But I can not afford to keep you did not show up for appointments. So, I am afraid that if it happens again then I recommend you find another room or spa to serve you … “Following that – you will usually find they are never late.
Here is the ULTIMATE NO Show Stopper And that’s what I do (and I escaped before). Most salon and spa owners are so “desperate” to attract and please customers they sort of roll-over “and take everything their customers throw at them. It is a very “low” position. Instead you need to develop a position of power. If customers look for you. Desperately need your help serve. Want you and nobody else. And in turn are so happy to get an appointment you do not miss it for the world. How do you create this position? Thanks to marketing. Consider this.
- If you were the author of a bestseller book on beauty – would be customer “Hunting you?
- If you appeared on the BBC as a beauty consultant – drove customers to you?
- If you were the only salon or spa that has made care for clients who OUSTSTANDING people talk around town – you hunt on customers?
- If you were the only salon or spa approved by a local / national celebrity – Hunting customers to you?
And the answer is of course … The first 4 measures I listed earlier in this article (take deposits, etc.) to fight against the no-show and late reactions are really this problem.
A better way to solve the many problems is to never have it in the first place.
And it goes through the “Power Positioning” I speak of above. And it requires
MARKETING. Marketing positioning the head of your salon / spa and shoulders above the competition as the place people talk and the only place where you customers and prospects want to go …
Good luck! Henry Baker.
Copyright Magnetic Shows 2009
About the Author
Henry Baker helps Beauty Salon, nail salon and spa owners all over the world attract more clients, get them spending more, returning more often and referring more people. For a FREE report “How to Double Your Salon or Spa Profits in 117 Days or Less — Even In Recession” head to Magnetic Salons.
Story Time: Dogs Read Books at Villa La PAWS, Phoenix AZ
|
|
Reusable Bag – Pebble Beach Day Tote – Made From Recycled Plastic Bottles – Made in USA $12.00 Welcome the thawing of snow and spring blossoms with this gorgeous reusable day tote. Our Pebble Beach reusable bag brings a sense of fun, fashion, and leisure. Accented with polka-dotted ribbon trim in vibrant colors that will make you want to peel-off the blue and grey suit, put on your jeans, and get into the weekend mood. Stows easily in your purse, briefcase or car compartment. Perfectly-size… |
|
|
AquaReader Floating Book Holder The AquaReader Floating Book Holder is a balanced and bouyant device that holds books, magazines, or newsprint at an angle and hieght optimal for viewing while lounging in the pool, spa, or bath tub. It is light, portable, and easy to store indoors or out. Using the unique book retainer design, reading material is securly fastened onto the device while remaining easy to read and turn pages. No… |
|
|
Zen and the Art of Relaxation $8.63 Discover Zen-like peace with this magical combination of soothing music and the gentle sounds of a mountain stream…. |
|
|
Greatest $6.45 While English pop monarchs Duran Duran have remained active for two decades, it’s clear that the indomitable ensemble was at its peak during those mercurial ’80s. This greatest-hits collection documents the band’s ambitious beginnings as a funky glam-rock outfit and follows its gradual transformation into a high-tech pop band with loads of commercial appeal. Featuring now-classic tunes like “Girls… |
|
|
Greatest Hits $2.95 More prolific than D’Angelo and Terence Trent D’Arby combined, one-man rock & soul revivalist Lenny Kravitz kept traditional pop values alive through much of the ’90s. From the Motown-perfect “It Ain’t Over Til It’s Over” to the Beatlesesque “Let Love Rule,” Kravitz has always inhabited his influences with a genuine spirit that transcends imitation. The 15 tracks found here provide a surprisingly … |
|
|
Mallrats [VHS] $2.26 Sophomore jinx hit hard in this second film by Kevin Smith, whose debut Clerks transcended the limits of its setting and budget to become something memorably funny. (Smith followed Mallrats with the wonderful Chasing Amy, so Mallrats definitely had the old curse.) A ramshackle comedy set in a mall, the film follows several story lines involving lovers, enemies, friends, goofballs, and Smith’s own … |
|
|
As Good As It Gets [VHS] $0.60 For all of its conventional plotting about an obsessive-compulsive curmudgeon (Jack Nicholson) who improves his personality at the urging of his gay neighbor (Greg Kinnear) and a waitress (Helen Hunt) who inspires his best behavior, this is one of the sharpest Hollywood comedies of the 1990s. Nicholson could play his role in his sleep (the Oscar he won should have gone to Robert Duvall for The Apo… |
|
|
The Best of Friends, Vol. 1-2 [VHS] $0.01 This set carries the show’s 10 best episodes. Friends has matured into one of the few sitcoms that can truly be judged “must-see.” The ensemble–Courteney Cox Arquette, Jennifer Aniston, Lisa Kudrow, Matthew Perry, David Schwimmer, and Matt LeBlanc–provide a master class in chemistry in this two-tape set. Volume 1 includes some of the best of the Ross-Rachel episodes. Their star-crossed relations… |
|
|
Intex Swim Center Family Lounge Pool $39.95 Chill out in the sun with the Intex™ Family Lounge pool. This easy inflatable features four built-in seats and two drink holders…. |
|
|
Intex Recreation 59640EP 7-Inch by 7-Inch Swim Arm Bands $0.75 Help your child gain confidence in the swimming pool this summer. Kids love putting on these brightly colored arm bands before jumping in the water. These orange arm bands feature smooth seams and sturdy construction making them very comfortable to wear. Each band has two air chambers for added buoyancy which also makes them easy to inflate…. |
|
|
The Girls’ Spa Book $9.85 Description not available. |
|
|
Mivizu Apple iPad Eclipse EPI Spread Hope Daisy Pink Case $13.49 This Mivizu Apple iPad Eclipse EPI case with EPI Technology for the Apple iPad, includes a bonus screen protector. Designed with premium EPI, this Apple iPad case is Sure Fit certified and offer incredible protection. |
|
|
Mivizu Apple iPad Eclipse EPI Dark Side of the Moon Black Case $6.99 This Mivizu Apple iPad Eclipse EPI case with EPI Technology for the Apple iPad, includes a bonus screen protector. Designed with premium EPI, this Apple iPad case is Sure Fit certified and offer incredible protection. |
|
|
Spa Water (Hardcover) $19.57 This beautifully photographed book is a collection of twenty-two refreshing recipes shared by award-winning spas from around the world. Creating healthy, delicious, vitamin-infused water is simple, inexpensive and eco-friendly. Author Pam Wenzel was i… |
|
|
Spa Magazine, 6 issues for 1 year(s) $12 With SPA Magazine, you’ll discover the latest advances in self-care, beauty, healthy living and relaxation plus thousands of wonderful ways to pamper yourself at home. With each issue you’ll travel behind the doors of the most luxurious and priv… |
|
|
Spa Princess Cookbook (Book) $12.68 Contains recipes for spa themed drinks and sweets as well as beauty treatments including milk bath cookies and popsicle soap bars. |
|
|
My Pregnancy Journal (Hardcover) $13.86 Record in detail the most extraordinary period of your life with My Pregnancy Journal. With annotated prompts for you to fill in for each week of your pregnancy, storage wallets and sealable envelopes for keeping precious mementos, and photo spa… |
|
|
Pool Scaping $17.88 A swimming pool need not be a concrete eyesore fenced in with chain link, as so many pools seem to be. POOLSCAPING shows the hom |
|
|
Hot Stone Massage $6.88 Here’s a great, indulgent gift item. Using this fun, safe mini kit is an affordable way to experience a popular spa-style foot t |
|
|
Pool & Spa Living, 5 issues for 1 year(s) $16.95 Devoted to swimming pools, spas and the leisurely lifestyle. Each issue is packed with feature articles, fine photography and useful facts for owners of pools, spas and hot tubs and for those who wish to purchase them. |
