How to appropriately deal with no-shows

How to appropriately deal with no-shows

No-shows: the name itself can cause any business owner’s blood to boil, regardless of the industry. In the beauty industry, no-shows are very common - a client books a visit and either cancels last minute, or simply ghosts (disappears without a trace) on the business. Before you make any rash decisions, take a deep breath, clear your mind of any frustrations and follow these steps.

Avoid aggression

It is nearly impossible not to be frustrated when a client does not show up for a booked visit, but it is important that you do not act in any way that you may later regret. Call or text your client multiple times - chances are they either forgot about their booking, are stuck in traffic on the way to your salon, or may have had an emergency. If there is no response and at least 15 minutes have passed, try to fill the empty spot as quickly as possible by inviting a client that is in the waiting line. Make sure to tag your no-show client in your Booksy appointment book, so you can deal with him or her later.

In the case that the client eventually arrives at the salon without any mention, you may decide to service them or not, depending on how you deal with such clients. If you deny the client a service, make sure to clearly explain the reason, as well as share your policy for being late to an appointment. But most importantly, maintain a professional approach. If the client feels verbally attacked by you or your staff, they may leave negative feedback on your social media pages, and better not to have a review than to have a negative one.

Attempt to reach the client

If you have not heard from your absent client, try to get in touch with them - but before you do so, check their records. In your Booksy account, go to the client’s file and look up their booking history or any notes on them. If the client is a repeat offender, send a text/email message, asking for the cause of their lack of attendance and warn them about an imminent ban if this keeps up. If this is a client’s first missed appointment, it is best to send a message with your no-show policy. It is also wise to inform the client on how no-shows negatively affect your business.

Temporary ban

Most beauty businesses are understanding if a client misses one to two appointments tops - but if this is regular, then appropriate action should be taken. If you have an active online booking page for your salon, and a notorious no-show books a visit, simply restrict their ability to reserve a timeslot. This forces the client to reach your business over the phone, giving you the perfect opportunity to explain why they have been blocked from booking visits.

Additionally, mark the client with notes and/or tags in their Booksy customer record. Next time they try to book a visit, your staff will be able to pull up the file and see all the information on the client, allowing them to take any necessary actions. 

Last resort - firing clients

Firing a client should be done ONLY if the previous steps have not led to any positive results. Clients that are a repeat no-show offenders not only waste your time, but also create stressful situations and may even be attempts by your competition to undermine your bookings. If you have had tried to reach your no-shows countless times without any success - banning them would be your best bet.

First, make sure to send a message to the client, informing them about your decision. Competition that books with your business may be purposefully doing this in order for you to ban them. If you do not send a ban warning, they may leave a false review, stating that you and your staff are rude.

Before taking any drastic measures, make sure you are following these steps in dealing with no-shows in a professional manner.