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The Dreaded No-Show Client

Views From a Self-Employed Beauty Therapist

By Kayleigh DownsPublished 6 years ago 4 min read
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So your 11 AM client didn't show?

It's 11:15 AM. You have been polite and given them the 15 minute leeway. But you already have that sinking feeling in the pit of your stomach. So you make the call, no answer. You knew this was how it was going to happen. Come on, don't kid yourself here. So when you get to lunch you do the morning round up, and you construct the obligatory text message to the missing client.

"Dear xx, It appears you missed your appointment today with me, I hope all is well."

So you have missed out on money this morning. How much was it, £40? £100? Sometimes you have to make the decision to take control and implement those strict booking rules.

Game Changer:

It was something I decided to implement about a year ago, and I can honestly say it has given me a better base of clients, loyal clients.

When something like a non-refundable booking fee is considered you need to make sure that you give your existing clients notice. Some might grumble, and some might decide to look elsewhere, but by doing this, you will weed out those who really don't value your time and skills. You are someone that has trained extensively and work all hours under the sun to make yourself the owner of a successful business. Value yourself. No one else will if you don't.

How much training have you paid out for over the years?

Pointers:

  • Key terms - Make sure that no matter what you do, you implement a non-refundable booking fee. This is not a deposit! A deposit is refundable, and you do not ever want to have to cough up cash for a refund to someone who could not even be bothered to tell you that they wouldn't make it to their appointment. Take the booking fee no matter what, for every appointment, no exceptions! Clients that value you, both old and new, will understand that as someone who is self-employed, you only get paid when they, the client, pay you. If you have a week of terrible no-shows, you cannot invest in the latest treatments they want you to offer. You might even not be able to keep trading.
  • Lay it out there. Be honest - They may be clients, but they are human beings too, and must understand how you work to live and survive. Living is not cheap nowadays and for you to provide what they want, you have to be able to afford to. Those no-shows will eat away at that little nest egg you are trying to build.
  • The right figure - It's up to you how much you charge as a booking fee, but I usually charge 50 percent of the price for the treatment. Yes, that can be £60 in some cases, but it's time you cannot fill if they don't show! If they don't like it, don't buckle! You are in charge of your business, not them!
  • "Sorry, I forgot." - I use a booking software that reminds clients of their appointment by email and text 48 hours before their appointment. The text requests that they text back to confirm that they are attending. This is part of my terms and conditions for the business. When clients want to book, they must pay the booking fee and read the terms and conditions which are sent to them. If they don't and claim that they forgot to read the terms and conditions when they are reminded of them for a no-show, it's tough. It's their responsibility to do this. You can only push them towards the information; you cannot force them to sit there and read them.
  • Stick to your guns - I have been told I was mean for enforcing my policy to the letter. But when it comes down to it, I have the opinion that if I let it slide for one instance, how many times will that one unreliable client feel it's okay to just not be polite and timely. You must stick to your guns, or you risk opening the flood gates and being back at square one. It's a harsh world out there.
  • Re-book or not? - Last real bit of advice is yes, re-book if you wish, but do not let the booking fee roll over to the new appointment as it could happen again! Get that new booking fee for the re-book, no exceptions!

Have faith in yourself and your business. Good work costs money and money pays for good work.

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About the Creator

Kayleigh Downs

A biker chick with a passion for old English motorcycles. A keen prepper and holistic therapist. I also have a passion for photography.

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