NailTech:: Re: Need help with no shows and last minute cancellations!

[karol]

This subject come up about every 4 months.. for years.. and we have never stopped or made head way on stopping it from happening apparently.

So, instead of starting in the middle to correct a problem.. why not start at the beginning?

The beginning is before it ever happens .. the no show or last minute cancellation, should be dealt with before it happens.  To save the tech's sanity and hostile feelings for erupting.

I am not sure how to go about this for each of you.. a general place to start.

But I would say a good place is to have a welcome / hand out for clients.. even for regulars.. as a reminder.

Salon menu - emg contact number.. no more excuses they couldn't get ya when they needed - file/oil - a "get out of jail" card / one time use per year - 

** make up the card and let them use it.. w/ the explanation

The first card is complimentary... life sucks at times and we all forget or mix dates/ times up at some point.

BUT - Once used.. 

* they can purchase another get out of jail card for ( example) $35 a cost of a fill ( their normal service).

To be used as security for a no show or late call cancellation.. on their next visit they can purchase another.

That way you are paid up front for their no show/ late call.. and your out no money.

To stay in good graces.. they can purchase another..!    :- )  < big grin> 

If it is part of the new understanding.. and explained.. how it is used.. and purchased.. then there is a real understanding .

People respect money... they will respect you / time, when they pay for it... !

You can rest assured that.. its a little trick.. you gave them the 1 st card.. but sitting there they have to purchase the next one.. lol 

Same as paying for the lost appointment but .. kinda wishy washed up front by paying for that days service and buying another get out of jail card to use up front when they are late or  no show again.

If they decide to go else where .. then you are out nothing.. they made their choice and you can feel good about the move.

If they go else where after the purchase.. refund the money to them and wish them well, or use it on the last service with you.

Ladies.. its a suggestion.  Unless you come up with something better.. it may work ?

Or you can embellish it and make it work for you.

But stewing over no shows is not healthy! lol

PS.{whispering}

There is nothing wrong w/ calling clients the night before and reminding them.

Its called a "courtesy call" 

To set myself apart from the discount salons/ revolving doors... I decided that courtesy and customer service was a way to do that...

If I can do extra hand / foot massage.. a hot towel soak.. as a courtesy

Give them a file.. a bag of cookies.. have tea or coffee for them..

I can surely give them a call to remind them of their appointment in the morning !

I love texting.. it works.

But a phone call does too.. because they can rebook right then and its over.. if you wait to text or hear from them you may risk a no show .. and excuse of  Oh I forgot!<wink>

** If all else fails.. hire a student, to stop by the salon after school.. and make your calls for you. Takes them maybe 15 minutes. Give them $2. Or after a month a free pedicure! ( mentor ! ) 

Karol Singleton

Florida

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