Business

Reader to Reader: How do you handle no-shows?

April 17, 2010

I have framed a price list, and at the bottom of the lists it states, “A six-hour appointment cancellation notice is appreciated. There will be a charge for all no-show appointments as this time is reserved for you.” All my clients honor this policy. - Patty Heintz, Classic Images, Overland Park, Kan.

I usually call a no-show client to let her know she has missed her appointment, then give her the opportunity to tell me what’s a good time for her to come in. I think that going a little out of your way to call a no-show client shows her she was missed. Next time, though, I would call her to confirm. - Donna Longo, Salon J. Stevens, St. James, N.Y.

We make it a salon procedure to contact a no-show within 10 minutes of her missed appointment. We approach the situation with the attitude that we are very sorry she could not make the scheduled time, and we let her know it is very important to us to see her soon at a more convenient time. Building relationships with our customers and helping them with their busy schedules has proven, over the long run, to be beneficial for us. - Michele Yaksich, Nail Galleria, Pittsburgh, Pa.

The first time it happens, I recommend politely calling the client to verify the appointment time to determine if there was an error on the part of the salon or the technician. You can usually sense if there was a mistake, if the no-show was intentional, or if the client had a genuine mental lapse of memory. If it happens a second time, I suggest calling to advise the client that apparently appointments made in advance do not work in her busy schedule, and that in the future, if she stops in and you’re not busy, you will be happy to service her. It’s important that you don't take a heavy-handed approach; however, it is costly to keep habitual no-shows on the book. - Jo Ann Tackovich, Exclusively Nails, Akron, Ohio

I’ve found that the most efficient way to handle no-shows is to prevent them. Each day, I call and confirm the appointments for the next day. Calling them a day ahead prevents forgotten appointments and also verifies the correct time. Only once did I turn away a customer due to chronic no-shows or lateness. - Dawn DelSasso, Signature Nails at Salon One-O-Five, Silverdale, Wash.

Topics:client booking/scheduling client issues cancellation fees reader surveys

More FAQ

As an independent contractor, do I have to stay in the salon for five to six hours when there are no walk-ins or appointments?

As an independent contractor getting a 1099, do I have to stay in the salon for five to six hours when there are no walk-ins or appointments and I’m not getting a salary? I work on a 50/50 commission split.... read more

C’mon Get Happy: Do you have any tips or techniques you use to turn around a client’s mood?

The sun may be shining outside, but sometimes a client’s mood is decidedly gloomy — and it has nothing to do with you or your services. We asked readers: Do you have any tips or techniques you use to turn around a client’s mood if she is really negative or in a bad mood?... read more

How do you track your sales and other records throughout the year?

Nail techs are a fastidious bunch — at least when it comes to nail care. But does this extend to your record-keeping duties? And how much do you let the latest technologies lend you a hand? We asked readers to share how they track their sales and other records throughout the year.... read more

Should I lower my prices to meet other people’s standards or am I right to charge more because I give better service?

I am a booth renter in a small town. There are several other salons here that do nails. I am fresh out of school and am being told that I don’t have enough experience or good enough equipment to charge $30 for a pedicure. There is a new nail salon here that charges $20, but I’ve been told it is unsanitary and doesn’t do anything but basic nail care and polish. I give a 10-minute massage and a sugar scrub as well as basic nail care and polish. I don’t think it’s right for me to be told I can’t charge that much just because I can’t afford an expensive pedicure chair yet. But I need to build clientele while making my rent and buying supplies. All of the well-established salons in my area charge $30 to $35 for pedicures and some of them use the same type of equipment I use. Should I really lower my prices to meet other people’s standards or am I right to charge more because I give better service?... read more

Is there a business-related New Year’s resolution you find yourself making every year?

This time of year we often get to thinking about those things we’d like to be doing that we’re not doing. We asked our readers: Is there a business-related New Year’s resolution you find yourself making every year?... read more

Reader to Reader: What solutions do you have for handling extremely obese clients respectfully?

What solutions do you have for handling extremely obese clients respectfully (for instance, making sure they are comfortable in your salon’s chairs)?... read more

What do I do when a husband and wife want to switch appointments?

I have clients who are husband and wife. He has a standing appointment every other week and she e-mails to schedule hers randomly. I am often already booked when she wants to come in and quite often her husband gives her his appointment. This happened again today. The problem is his treatments run $25 more than hers. Do I charge her an additional $25 or should I just let it go? They are good clients and have become friends, but I turned away two others who would have booked at the higher rate.... read more

How do I get started servicing senior communities?

There are many senior communities in my area. What do I need to do to get started servicing them as a mobile nail tech?... read more

Should I include testimonial pages on my website?

I am putting together a website for my salon. I’ve seen some sites that have client testimonial pages. Is it a good idea to include one on my site or is it kind of old-fashioned? Don’t people go to review websites like Yelp anyway?... read more

Reader to Reader: Do you give preference to stocking your salon's retail boutique with items that are made in the U.S.A.?

Do you give preference to stocking your salon’s retail boutique with items that are made in the U.S.A. (or in your native country, if you aren’t in the U.S.)?... read more

I was thinking about converting from booth rental to commission. What do I need to know?

I have owned a booth rental salon for four years. I need to increase how much money I’m bringing in and was thinking about converting to a commission situation. Is this really going to be more profitable? What else do I need to consider?... read more

Reader to Reader: If you could go back in time five years and speak to your former self, what piece of business advice would you give her?

If you could go back in time five years and speak to your former self, what piece of business advice would you give her?... read more

Prev Next