Moved into Salon

[Shayy <3]

Mobile was not working well for me. Packing table and supplies up stairs was too much on my shoulder and hip. Aging is the Devil! lol. The little shop I was working out of 2 days a week...well call me crazy but it had an entity that did not want me there and after the 2nd gas leak (of which gas was leaking in 3 of the rooms), I was smart enough to leave before #3. But that's another story.

I moved into a hair salon. Just the owner and myself. Low monthly rental price and work 4 days a week. I landed in a good place and things are finally falling into place again. Only problem is cancellations. I feel strongly that enforcing payment for cancellations will hinder my small town business. So, I am thinking of trying an honor system cancellation fee policy.

Something like...I realize situations arise that lead to appointment cancellations, however, reserved time is very valuable and filled schedules very necessary for a successful business. I do not enforce payment for cancellations but do request that if you have to cancel, please contact me by 8:00 that morning for rebooking opportunities. If you are unable to give fair notice when canceling, reimbursement for the monetary value of your session will be greatly appreciated.

Thoughts?

 

[Hunter]

Moved into Salon

I don't do outcalls either - I am just too old to be lugging around a table!
And I no longer do private sessions at home.

It works so much better to have a dedicated office - especially that you are free to set your own hours, fees, and to make your own business decisions.

Cancellation and No show fees are very individual.
You will probably try a couple of different things until you are comfortable with one policy.

No shows and cancels are usually first timers...in my experience anyway.
It helps a great deal to track WHO the problem people are.
You also need to know who your clients are...I am much more flexible and do not charge a change or cancel fee for those who have issues that might come up and force last minute schedule changes (having a terminal spouse or parent, struggling independant contractors, etc). If they are regular clients I don't have problems with that. I know that some people don't like to make exceptions - but that is your choice entirely.

My current policy is that everyone gets ONE cancel or no show. Two no shows and I will not take the appt. I can block them from my on-line scheduler. My fee is not the total amount of the session - I think that is unreasonable - it's only $25. You have to set a fee that you are comfortable charging and collecting. Honestly I have only collected it one time and that was enough to keep her in line.
You can also choose to inform the problem clients that they need to sign a release/authorization form with their credit card number. Obviously first timers have not been given a copy of your cancellation/no show policy - that's why I think that they are the worst offenders - there are no consequences.

If you are having a LOT of cancellations, you might want to look into that.
Some people are just too much trouble to put up with...is it the same people creating the problems? Or is it across the board?
Are you too high pressure with rebooking? Some people don't know how to say no and don't really want to rebook, but feel pressured to do so.

 

[alvinyprime]

Moved into Salon

Have there been no shows that the salon has enforced the cancellation fee for? Is this just a perception of yours or is it actually happening? Most good clients, the responsible ones you want to keep, understand cancellation policies and fees and are HAPPY to pay them when something forces them to cancel last minute. I enforce my cancellation policy on a case-by-case basis. Like squash said, if they seem genuine and are canceling because of something outside of their control I'm not likely to try and collect. If they are being disrespectful of my time and just wanting convenience for themself then I will try to collect the fee.

In my experience, getting a credit card number from everyone and explaining our (solid, not voluntary like you describe) cancellation policy in advance eliminates 99% of no-shows or last minute cancellations. Of the remaining 1%, 90% of those are legitimate emergencies, illness, etc that I would excuse, and the remaining 10% of that either are disrespectful people who I don't want in my practice so I feel comfortable collecting the fee, or respectful people who choose to pay the fee because they are canceling last minute due to personal preferences.

By stating your solid cancellation policy you are creating a boundary and people like solid boundaries because then they know where they stand and how to proceed. In a small town, people will regard you highly as a professional. When you make exceptions for your professional cancellation policy because of individual hardship, they will see you as a kind and generous person. I live in a small town and have had a private practice as well as now running a spa. Having professional policies that are reasonable will not deter your clientele.

 

[MadMan]

Moved into Salon

I read an interesting article about a salon that did charge a cancellation fee that was then donated to charity. I thought that was an interesting solution.

 

[thedivineoomba]

Moved into Salon

Thanks for your replies. Squash... thanks for the heads up on not charging full amount. I was second guessing that. In answer to your question, i am totally opposite of high pressure rebooking. Clients are eager to book before they leave, but things come up with kids, sickness, etc... Even as I typed this my 9:00 in the morn cancelled and her daughter is facing surgery for severe curvature of the spine and other illness related to her condition. Even had she failed to call, I would have a hard time charging her. With the exception of a couple clients who make a habit of this for no good reason, (and I'm careful not to give them the heaviest booked appt time) most of my clients who cancel have 'real' issues preventing them. It makes it hard to charge them.

Also, if I took their credit card number to charge them, I would lose business for sure. No other service outside of doctors offices charge for cancellations here. And since it's so small town, as long as I am giving them good service all is well, but should I charge one of them without charging another, that will be like opening a Pandora's box for sure and will certainly hurt my business. I can charge for treatment case by case and be looked upon as good hearted, but if I charge for a service not given, my audacity will be 'the talk'.

Shiva...the hairstylist I work with does not have a cancellation policy. Though I just moved in there, I have had many of the same regulars for 6 years. By not having a policy in place I started a bad habit that is hard to break. I will start my new clients out by having them sign a policy upon intake.

 

[New York Gal]

Moved into Salon

My cancellation policy states that they must give at least 24 hour notice - if they don't, they "may" be charge the full session price and/or be responsible for pre-paying any future sessions.
I also have this printed on my gift certificates- so if they no-show, they certificate is considered used!