It can be frustrating when you’ve blocked out your time for an appointment with a client and they cancel last minute. Or worse, they just don’t show up.
So what should you do now? Take a deep breath. Don’t take it personally. Here are four simple steps to take for handling the situation without ruining the relationship.
As long as you are clear about your cancellation policy when the client is booking you, it’s always up to you whether or not you want to charge a cancellation fee. But this leaves you with a dilemma.
Do you want to be the nice beauty professional who was understanding and waived the fee? Or do you want to just charge a fee because you waited and prepared for them to show up and time is money? Both choices are totally justifiable, but the decision can definitely be tough. Here are a few things to consider when trying to decide:
Make a note about the client’s last-minute cancellation or no-show so that in the future, you can remember their past behavior and be more prepared.
GlossGenius professionals mark a client as a no-show in one tap so they can keep track of past appointments -- including cancellations. We also make it possible for these professionals to easily choose whether or not they want to take a cancellation fee in one easy button, as well as confirm the client for an appointment if they happen to be a chronic no-show client. This helps protect against future no-shows or last minute cancellations.
One easy way to prevent chronic no-show clients from booking with you is to implement a three-strikes you’re out policy. If a client fails to show up three times for an appointment (or cancels last minute three times), they are no longer allowed to book with you for a certain period of time.
Remember that there are a million reasons why a client might cancel last-minute or be a no-show. Client’s might cancel because unavoidable situations pop up. Or they don’t show up because they’re disorganized. None of these reasons have to do with you.
So just brush it off and #GlossOn! GlossGenius can help you reduce client cancellations with our client management tools. Sign up for your free 14-day trial here to learn more.