How to Reschedule an Appointment: Guide for Self-Care Pros

Having to reschedule an appointment can be a bummer for both you and the client, but unfortunately, it can’t always be avoided. Periodically, you may have to send out an email or text changing an appointment time – and hope the client understands. Luckily, writing a considerate appointment rescheduling message in a timely manner can be all you need to keep business running and maintain your reputation. 

Knowing how to reschedule an appointment is essential, whether you run a spa, salon, gym, or tattoo studio. This guide will explain how to reschedule an appointment with a client, plus, reasons why it might be necessary, some reschedule appointment templates, and helpful tips to craft the perfect message. 

3 Reasons Why You May Need to Reschedule an Appointment with a Client

“Expect the unexpected,” they say. But when it comes to your beauty and wellness business, unwelcome surprises can seriously put a damper on your day. Rescheduling an appointment should only happen as a last resort, but if you absolutely need to, there’s a way you can do it politely and stay respectful of your clients’ time. Here, we list a few reasons why you may need to reschedule an appointment with a client.

1. Someone on staff is sick or absent

You may need to reschedule an appointment if your client was booked with a staff member who has called out sick or is suffering from a medical or family emergency. If there is no other employee who can take over their appointment, or the client would prefer not to switch, then you’ll need to craft a quick and considerate message letting them know, especially if you’re rescheduling an appointment last minute. 

2. A crucial piece of equipment isn’t working

Any occurrence that keeps you from carrying out your services and providing 100% to your clients – like a hair dryer on the fritz, a broken laser machine, or simply losing power – is a valid reason to reschedule an appointment with a client. 

3. There’s been an error

Mistakes will happen. Whether you’ve double-booked a customer, or the client incorrectly submitted crucial intake forms, administrative accidents can occur. While they can derail your entire day, a well-crafted rescheduling message can keep you from missing a beat. 

How to Reschedule an Appointment in 5 Steps

You can’t control how other people will react to a change in plans, but you can control how you manage the situation. So, how do you politely reschedule an appointment and ensure your clients want to come back? Below, we provide a step-by-step guide to writing the perfect appointment rescheduling notice. 

1. Review your cancellation policy

In some cases, the client will initiate a reschedule, which means you’ll have to review your cancellation policy to see what the next steps are regarding deposits or fee waivers. If they’ve requested a change within your policy’s accepted window (i.e., 72 hours before their appointment), make sure you don’t charge them a penalty for following your own rules. 

GlossGenius offers card-on-file deposits to help protect your business against No-Shows.

2. Notify quickly

As soon as you know you need to reschedule an appointment, do it. Rescheduling an appointment is already an inconvenience, but rescheduling an appointment last minute can be a massive headache and huge disappointment for clients (especially if they’re already on their way). 

3. Use the client’s preferred contact method

If the client has indicated they respond best by text, then use that method to contact them first. This will increase the chance they’ll receive your communication in a timely fashion. 

GlossGenius’ Client Notifications features can get you in touch with clients fast, whenever you need to.

4. Make it simple

Once you’ve contacted the client and relayed your message, provide a convenient call-to-action (such as a link to your booking system) so that they can easily reschedule their appointment to another time that works best for them. Make sure you leave additional contact information such as a phone number or email so that they have multiple communication options. 

Let your clients re-book their appointments anytime, from any device, with GlossGenius’ Online Booking features.

5. Send a confirmation

After your client has chosen their new appointment slot, confirm all the details in writing. This should include information like the date, time, and service details. You may also want to include a mandatory client response so that you get their confirmation in writing as well. 

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5 Tips to Successfully Reschedule an Appointment with Your Beauty & Wellness Clients

Sure, it’s not ideal, but changing appointments doesn’t have to be a complete disaster. Read on for some tips to successfully rescheduling your clients.

1. Personalize your message

If you need to reschedule an appointment with a client, use their name and appointment details (such as date or service type) to add a personal touch to your message. However, if you run a med spa, be mindful if clients have restricted what medical details you can share in your written communications, as this may constitute a HIPAA violation. 

2. Apologize, but stay professional

Add a sincere apology to your message, but you don’t have to go overboard or deep into the details of why you need to reschedule. Simply acknowledging the inconvenience and adding a brief apology can be enough to politely get the job done. 

3. Offer several rescheduling options

If possible, offer multiple time slots. Giving the client plenty of options to choose from will increase the likelihood they’ll find the one that works best for their schedule. 

4. Use an appointment management software

The right appointment management software can streamline your re-booking processes and make it easy to get customers back in the calendar. The more uncomplicated the process, the less likely you’ll frustrate your clients, helping you maintain your professional relationships.

Find out how GlossGenius can enhance your customer relationships with our Client Management features.

5. Update your own schedule

Once the client has picked a new appointment slot and confirmed the date and time, double-check your own schedule to ensure that you’ve accurately recorded the same details in your own schedule to reduce the risk of errors (or needing to reschedule again).  

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2 Appointment Rescheduling Templates

Still can’t find the right words to compose your message? Read on for some reschedule appointment templates you can customize for your own beauty and wellness business. 

1. Last-minute cancellation due to a sick staff member

Hi [Client Name], 

Apologies for the inconvenience, but [Employee Name] just called in sick and will need to reschedule your [Services] on [Time/Date]. We understand this is not what you were expecting from us at [Business Name], but rest assured we’re committed to delivering you the highest quality of service as soon as you’re available again. Please click the following [Link] to find a new time slot that works best for you. 

If you have any questions, please give us a call at [Business Number]. We look forward to seeing you soon! 

Thank you,

[Owner/Business Name]

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“Hi Kim, 

Apologies for the inconvenience, but Nathaniel just called in sick and will need to reschedule your balayage and trim on Friday, May 3rd @ 2:00pm. We understand this is not what you were expecting from us at Cuts Above Salon, but rest assured we’re committed to delivering you the highest quality of service as soon as you’re available again. Please click the following [Link] to find a new time slot that works best for you. 

If you have any questions, please give us a call at 555-123-1234. We look forward to seeing you soon! 

Thank you, 

Your Friends At Cuts Above Salon”

2. Rescheduled appointment due to a broken esthetician machine

Good morning [Client Name],

We’re sorry to inform you that the [Equipment] for your [Service] on [Date/Time] has been sent in for emergency repairs. We expect to have this issue resolved shortly, but in the meantime, we’d love for you to choose a new appointment date at your earliest convenience. Please follow this [Link] to reschedule your session. 

Thank you for your cooperation, we hope to see you soon!

Sincerely,

[Business Name]

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“Good morning Roger,

We’re sorry to inform you that the IPL machine for your photorejuvenation on Thursday, October 22nd @ 3pm has been sent in for emergency repairs. We expect to have this issue resolved shortly, but in the meantime, we’d love for you to choose a new appointment date at your earliest convenience. Please follow this [Link] to reschedule your session. 

Thank you for your cooperation, we hope to see you soon!

Sincerely,

Occam’s Laser Center”

Master Client Communication with GlossGenius

Respectful communication is crucial when dealing with customers, especially when it comes to their time. Scheduling conflicts are unfortunate, but bound to happen from time to time (though some clients might be more understanding than others). However, if it can’t be prevented, it’s best to handle each scenario with the proper etiquette and care to manage your client relationships. 

GlossGenius is the ultimate platform for beauty and wellness businesses with features to help you master your client communication. Our Marketing tools make it easy for you to reach your target audience and beyond, while also providing Client Insights to let you track where your new customers are coming from. With Scheduling & Calendar, you can manage your team bookings and client info from any device, anywhere, giving you complete control whether you’re at your business or on the go.  

Try GlossGenius today and get a 14-day free trial!

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