Friday, 31 May 2013 14:52

What’s Your Recipe for DEALING WITH NO-SHOW CLIENTS?

Written by Ashley Logan

First off, I try to establish protocols within my business to prevent even the possibility of having no-show clients. There are three things I do to facilitate this goal. First, I make sure to inform all of my potential clients about my no-show policy. I do this through printing it on my take-home menus, treatment forms, displays located in my spa’s reception area, and by publishing it on our website. In addition to making sure that my policy is visible, I also make sure that new clients are made aware and returning clients are reminded of this policy when they call in to book an appointment. Secondly, I provide an incentive to my clients, which I call “premium” pricing for my premium clients. Basically, if you are in good standing with our spa you are considered a premium client. With premium client status, clients receive retail discounts, coupons via e-mail, and special pricing discounts, so it is a valuable incentive.

It is understandable that sometimes things happen that are out of the clients’control. Whether it is work or family related, there could be a justifiable reason for someone needing to cancel an appointment. However, there are people who will abuse and take the kind-hearted nature of other individuals for granted. In order to keep from being a business that constantly finds itself in a bind because of late cancelations and no-show clients; I initiated a three-strike rule. On the third no-show appointment, we will no longer accept appointments from that client.
Finally, I have found that sometimes a no-show client is simply the result of someone honestly forgetting they have an appointment. As a general courtesy, and as a sign of professionalism, placing a simple confirmation phone call about an upcoming appointment can make all the difference when it comes to your clients showing up.

Want to read more?

Log in or subscribe to continue reading this article.

Login to post comments

What's Your Recipe