I have been having an issue lately, specially with my re-bookers from the Living Social deal I did, that they make an appointment right after their first service but don't show up for their 2nd appt.
I ask nicely after the first appt if they would like to re-book because maintenance is key to brazilian waxing and if they do, they get an email reminder the day before from schedulicity. However I am still having no show/no calls even though they can go online to change/cancel appt.
What is your no show/ no call policy? Is it different for regular clients, gift cert clients, special deal clients? How do you enforce it? How do you contact your clients about appts?
What do you recommend in the case of them PRE-purchasing a discounted service via "groupon," and then they no call no show even after email reminder and a phone call?
I treat it the same way I treat a gift cert redemption that is a NS/NC. It is voided of a service or price of service. I have this stated on my website under the Living Social client tab as well as in my policy tab. I have already had to enforce that one :(.
I.e.: A Living Social does a no show, I void their voucher. I either have their name or voucher # to do so.
excellent policy and reply.
How do you enforce it? Do you bill them? Reserve a credit card when they make an appt.?
i am in a small market so I need to be a bit flexible, but this is my policy:
48 hour notice to cancel an appointment, 24 hours to change appt. if they cancel or change appt with less notice, they are obligated for 50% of the booked service, unless I can fill that spot. A no-show owes the full amount of the booked service. Regular clients get one get out of jail free card a year. New clients get no leeway. there are always exceptions to the rule, of course, accidents, illnesses etc. I have a small sheet detailing my cancellation policy, and the client signs it. if they no show, they receive a phone call and an invoice. they are told that if they ignore the invoice, i will be unable to book any further services for them. if someone reserves using a gift card, i tell them if they no show the gift card is void.
i have been doing this for 10 yrs. it has been my experience that few will refuse to pay for a missed appt. you can usually spot them ahead of time anyway, they are the ones who want stuff for free, or who are 20 minutes late but still want their full service. the self-centered ones. if you give them a cookie, they want a glass of milk, lol.
its toough. I find it is better to have a stated, posted cancellation policy that you can choose to relax or enforce. if someone gives you lip, you can point to the sign and say, "hey, its posted".