Salon cancellations: frustrating or a learning point?
During Billie Bays' inspiring webinar "Annulations Looked At Differently," we gained many insights on how to deal with cancellations. Cancellations often feel like a loss, but they also offer valuable information. They are a signal that your client may not see your service as a priority. Instead of just experiencing this as frustrating, we can be solution-oriented about this. How? You'll find out in this blog!
Why do customers cancel?
There is often a deeper problem underlying cancellations or no-shows in a beauty salon or hair salon. You need to be more than just an appointment in the client's calendar. Think in solutions and make sure your salon provides indispensable value.
Cancellations are not only a source of frustration, but also an indication that your client may not be getting the right value from your service. This does not necessarily mean that you are not doing a good job, but rather that there is room to improve your communication and agreements.
How do you avoid cancellations?
Make good agreements strong customers. Be clear from the beginning about your offer, expectations and cancellation policy. Clients book with you because of your expertise, so set clear guidelines. Never act out of frustration, but think solution-oriented.
Practical salon tips to reduce cancellations
Clearly communicate your cancellation terms and be consistent in their application. See how to set this up here.
Mention your cancellation policy everywhere: on your website, in confirmation emails and in your terms and conditions.
Optimize your customer sheets in Optios and use a kind of template to provide personalized advice. This way you are able to offer personalized advice and strengthen the bond with your customer.
Be consistent and protect your salon agenda
How often do you get a message from a customer on a Sunday? And how often do you respond? Many business owners usually reply immediately, but this can cause customers to expect more and more. It's important to set clear boundaries and monitor them.
What can you do?
Be strict: Refer customers to your cancellation policy rather than making exceptions.
Ask for a deposit for online appointments to reduce no-shows. More info here.
Establish a reasonable cancellation period. Many salons use 48 hours.
Make it stand out
Do's when asking for an advance:
Communicate this clearly!
Be reasonable and provide a reasonable period of time in which a customer can reschedule or cancel at no charge.
From frustration to growth
When cancellations frustrate you, ask yourself these questions:
Am I communicating my expectations and conditions clearly?
Does my client perceive my service as a priority?
Should I tighten my policies and apply them more consistently?
Do you want to improve your communication? Business coach Sybillie De Beuckelaer can help you 1-on-1 with appropriate scripts to respond professionally every time.
Do you recognize yourself in this?
And would you like to...
✨ Get more fun and energy out of your clients?
✨ Professionally set your boundaries?
✨ Grow your salon without pressure and pushing?
Then Billie Bays ' Soft Sales Skills Training with Sybille De Beuckelaer is definitely for you! Find out what this training entailshere and take your salon to the next level.
Do the salon software tools that automate your salon management appeal to you and would you like to learn more about them? Schedule a free demo with one of our experts and find out how to manage your salon more efficiently! 👇