marie-louise coster writes taking notice


Marie-Louise Coster explains the importance of implementing a salon cancellation policy.


There are few things more frustrating than when a client cancels an appointment with very little notice, or worse still they just don't turn up.


Beside this just being plain bad manners it leaves you with a gap, paying wages to a therapist who isn't earning you anything and annoyingly, had you had sufficient notice, you could have no doubt filled the space with a client who has had to wait for an appointment.


But what can be done about it? Whilst I strongly suggest you have a cancellation policy in place you have to be prepared to enforce it, otherwise it is just a waste of time. Most salons will run the standard 24 hours’ notice requirement and failure to abide by this will result in a 50% charge, however is this enough and do they always enforce it? The answer to both of those questions is no.


putting your policy in place


I appreciate that last-minute disasters, or crises, can arise and these are beyond anyone’s control, but in most cases it is simply that the client has forgotten or just doesn’t value your time. A cancellation policy is very easy to set up and doesn't have to be worded in a way that a client may find offensive. A simple sign on reception, on the website and on the treatment menu could read: “We kindly request that in the event that you wish to cancel your appointment please could you give us a minimum of 24 hours’ notice, failure to do so will incur a charge of the full price of the treatment. Thank you.” The policy needs to be noticeable – hence the suggestion of it being in the salon, on the website and on treatment menus – that way no one can say they haven't seen it, or didn't know.


Clients should also be notified of the cancellation policy when they make a booking, especially if they are a new client.


Make your cancellation policy visible - add it to your website, reception desk and treatment menu, that way no one can say they haven't seen it, or didn't know.


You may also wish to include within the cancellation policy rescheduling of appointments because even if they don’t cancel but wish to reschedule within 24 hours’ notice of their designated appointment you may not have long enough to fill the appointment space with someone else.


Within my business, if a client cancels on the day of the appointment or doesn’t turn up they are charged in full. However, I do make allowances if it is genuinely something beyond the client’s control i.e. illness, bereavement etc. and I book them back in for a time that is more convenient.


You have to exercise some common sense when it comes to enforcing the policy because you want the client to keep coming to visit you, and if they don't usually mess you about – and it is an emergency – I would waiver the fee. If it keeps happening with the same clients though, you simply


can’t keep ignoring it and could perhaps operate a three strike system that after the third time they will be charged regardless. I also include rescheduling their appointment within my policy and ask for a minimum of 24 hours’ notice otherwise the same fees will apply.


enforce the rules


Setting the policy up is simple enough, enforcing it is another matter. A lot of salons are almost too afraid to enforce the policy, or just can’t be bothered to follow it up because it is a hassle. The problem is if you are not going to enforce the policy there is quite simply no point in having it in the first place as clients will realise they won’t be charged and take advantage. So if you don’t think you will ever follow it through, save yourself the effort of putting one together. It is a hassle and no one likes asking for money, but rules are rules and you have bills to pay.


GUILD NEWS 65


Image © iStock.com/szepy


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