Be honest and let your clients know that if they are more then five or 10 minutes late (whatever works for you) it will not allow enough time for their appointment and you will need to reschedule. Usually this is only necessary with a few repeat offenders. You need to take responsibility for the fact that you taught them it was OK. Then you can change the pattern. Taking responsibility takes the attention off them and they are not made to feel wrong. It is your business and you need to teach people how you operate. Instituting a cancellation policy if clients do not call or miss their scheduled appointment works, as long as you take it seriously, verbally letting those repeat offenders know you will charge a flat fee or the value of the appointment. Most of the time communicating with them will work and you may not have to ever charge someone. All of these types of conversations are uncomfortable and it comes down to this — it is about you standing for something and how you want people to relate to you and your business. Respect yourself and you will attract clients that respect you. Also always be recruiting new clients. Referrals are 70% of your clients. — April Poster
Business
I’m having a hard time getting my clients to show up on time and also let me know when they can’t make it. What should I do?
December 20, 2010
More FAQ
How can I cut costs and finally make a profit?
I’ve been doing nails for almost two years and have built a decent clientele. The only problem is, I did the math and over 50% of my income is going back into nail products. I’m using top-of-the-line brands and disposable files. How can I cut costs and finally make a profit? I know our prices are too low as well, but we are trying to stay competitive. Any advice?... read more
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As a mobile tech, how do I ensure I get paid?
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What should I do differently with male clients?
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Q&A with Patti Biro of Patti Biro and Associates
Q: Im a solo nail tech. What’s the best way to dip my toe into selling retail without a huge cash outlay to start with? And what should I sell? ... read more
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I recently started working at a high-end salon and I’m looking for marketing ideas. Should I do punch cards? I can’t do “refer-a-friend” because I don’t have consistent clients yet. We are already doing social media.... read more
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I want to start requiring a nonrefundable deposit for special-time appointments. My posted hours are 9 a.m. to 8:30 p.m. by appointment only. I am ridiculously flexible with my schedule, and let people book earlier and later if they can’t get in during normal hours. Recently, I had a 7:30 a.m. no-show! She was supposed to get services totaling over $100, and I forfeited holiday plans to accommodate her. She comes every two weeks, so I can’t lose her, but this is the second time she’s no-showed. What should I do? And how would I go about informing current clients of the new policy on off-hour deposits? ... read more
What are reasonable terms for a non-compete contract?
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What do you charge a client with super long nails?
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