Business Management

Crowdsourcing: Client No-Shows

This month we asked nail techs: How do you deal with client no-shows?

I call and say, “Hi how are you? I never received a courtesy call from you that you weren’t going to make it for your scheduled appointment, which we confi rmed the day before. Unfortunately I have to take a non-refundable deposit for your service, or you can come as a walk-in. Due to other clients’ appointments and those waiting to be scheduled, these are your two options to receive a nail service.” — Kenyetta Coaxum, Kenya Nail Creations, Bronx, N.Y.

A no-show who wants to rebook must pay a $25 fee for the missed appointment. Two consecutive no-shows results in the client being black-balled — no service for her. If she calls after two no-shows, she will receive an “I’m sorry, I am booked and unable to take you at this time,” response. — Kim Steeves, Nail Enhancements by Kim, Digby, Nova Scotia, Canada

If a no-show contacts me for another appointment, I say, “Thank you for contacting me to book another service; unfortunately there was no follow-up made for the missed one. You are welcome to book again, but you are required to pay for the missed service. Once payment is received, an appointment will be made, but it must be secured with a deposit equal to the service being booked and must be received by 8 p.m. the day the service is booked, not the day the service is scheduled. The deposit can be made with an Interact E-Transfer or by dropping cash off. Thanks.” There are, of course, exceptions to every rule when it comes to medical and family emergencies or being sick. A phone call is always appreciated, and most of my clients e-mail or send a Facebook private message. — Melissa Steppler, Impressions of Brilliance Esthetics Services, Regina, Saskatchewan, Canada

Most clients come to my salon by way of referrals so the chances of someone no showing are slim, but it has happened. When booking new clients, I always tell them that Addicted to Nails requires a 24-hour notice for cancelled/ no-show appointments to avoid full charge of a reserved appointment time. If the client no-shows, I flag her name on my online scheduler so if she calls to book again I can explain that she will need to give me a credit card number to reserve her time, and I will only book her as my last appointment of the day. — Sheera Gersh, Addicted to Nails, Tempe, Ariz.

 

 

 

Keywords:   client issues     client relationships     client scheduling  



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