Creating a client no-shows policy for your salon

Are client no-shows losing you money? It’s time to acknowledge there’s a problem and establish a no-shows policy, says Valerie Delforge. Here are Valerie’s top 5 tips on dealing with no-shows 1. Decide on the cancellation policy and communicate it clearly. Is it 24 hours? 48 hours? it is important that your message is clear so you set the expectations to your clients. Put the policy in all the mails, social media, at reception and website. 2. Engage your team by showing them how much they are losing out so they help to reinforce the policy to their own clients. Engagement of your team on this is vital. They are the one managing their columns after all and have a lot of influence over their own clients. Tell them to reinforce the message for you: “I will see you in six weeks but if you cannot make it make sure you tell us 24 hours in advance because the no-show policy is very strict.” 3. Understand the importance of a clientele that respects your business. A lot of time we are very scared to turn away clients. But the fact is that a clientele that misbehave is costing you. You need to assess whether it is worth putting up with it or not. You might have less clients but more quality ones that you can build on rather than you feel all over the place because they dictate your diary. If they do not understand the impact not showing up has on your business, then is it worth having them as a client? You are popular and in demand, a no-show policy actually portrays you as a serious business. 4. Understand the legality of taking someone’s money. It is not legal to take money from someone else’s account without their permission; even if you have the policy in place, you must phone the customer and inform him/her that you are going take the money. They can say no or argue their point and will come up with all sorts of excuses. In a court of law, you don’t have too much to stand on. It is a very grey area and not worth the risk hence you need to look into solutions to this problem before it occurs. You can by all means decide to take the money regardless but be aware that they can argue that. You can decide that you will let it go because you have a strict policy behind you. After three times, they have to pay in full. 5. Only create a policy if you are going to be consistent! Make it a priority, consider this as training your customers to behave the way you want. The point is that that if you implement the policy then don’t bother with the follow up, no one will take you seriously and it will go back to the way it was. If no-shows are seriously affecting your business, then it is time to do something about it and stick to it. Valerie Delforge is founder and CEO of consultancy Delforge + Co www.delforge.co