Tired of No Shows? 10 tips to reduce No Shows by 40%
Beauty & Lifestyle business coach Vicky Vermeiren gave another very informative webinar on Monday, 22/04. In it, she shared valuable insights and gave tips that you can immediately apply in your salon. Let's take a look at some of the key lessons learned and how you can use them to reduce No Shows.
1. No Show = Less Turnover!
That a No Show results in fewer sales is obvious to everyone. But did you know that 1 No Show per week easily costs you €3120 per year!
1 No Show per week = €3120 per year less revenue!
(€65 x 48 working weeks)
This amount actually doubles because a No Show often takes up a new appointment that was actually meant for another client. This again emphasizes how crucial it is to avoid No Shows as much as possible.
2. When is someone a No Show?
Simply put, it's when a customer cancels their appointment within a certain time - say 24, 36, 48 or 72 hours - (and you determine this time). Or doesn't show up at all. These rules around No Shows are of great importance, and you have the freedom to define them and set them down in your terms and conditions.
Of course, there are always exceptions. Imagine a loyal customer who has to cancel her appointment due to illness. You can show understanding for that and make an exception.
3. The solution against No Shows
An empty schedule is the last thing you want as a salon owner. Fortunately, there are plenty of tips and tricks you can implement to minimize those empty spaces. Here are some smart strategies you can implement using Optios salon software.
1. Confirmation and reminder via E-mail
Reduce No Shows by confirming customers and reminding them of their appointment via email. Be sure to set a reasonable time for sending reminders so that customers still have enough time to cancel if necessary and give someone else a chance to take that spot.
2. Confirmation and reminder via SMS
For customers who do not check their emails regularly, or for those without an email address, sending an SMS reminder can be an effective option. Also consider the option of automatically sending an SMS if the customer does not read the e-mail in time.
3. Use a No Show E-mail
In addition to confirmation and reminder emails, you can also set up No Show emails. This can serve as a friendly reminder to the customer and it again emphasizes the consequences of not keeping appointments. You can easily set this up through the Optios software.
4. Register No Shows
Be sure to register No Show clients in the Optios system. That way you can quickly contact them the next time you have an appointment to confirm the reservation or remove it from your calendar.
5. Be personal
Personal communication is essential. Clients are more likely to arrive on time or cancel in a timely manner if they feel there is a personal connection. Make appointment confirmation messages short and precise, but also try to make the customer aware of the value of their time and your special attention to them.
6. Ask for an (online) advance
Want to be sure of (part of ) your income? Ask for an advance payment when clients make an appointment online or by phone. This ensures that the client has already paid part of the treatment and is thus more likely to show up. You decide in the software who, for what and how much the advance is. For example, you can ask this only for new clients, or specific clients or only for long and expensive treatments, ...
7. Offer subscriptions
Consider prepaid packages or subscriptions offer to clients who regularly miss appointments. This way they pay in advance for a series of appointments, reducing the likelihood of No Shows.
8. Set clear cancellation terms
Use general conditions to prevent No Shows.
Make sure customers must agree to your cancellation terms before they can schedule an appointment.
Communicate these on your website, social media, confirmation emails, ... Repeat, repeat, repeat is the message.
9. Make canceling or moving easy
Give customers the ability to cancel or reschedule their own appointments online via your online reservation. Clearly set how many days in advance this can be done, and communicate this in the confirmation and reminder emails as well.
10. Offer Last-minute Appointments
If a spot opens up in your calendar, offer it quickly as a last-minute appointment. Use social media to share these last-minute opportunities and still fill your calendar.
"The last-minute functionality is definitely my favorite feature at Optios.
If there is a sudden cancellation, we can immediately make that free spot available and quickly share it on our Instagram profile. As a result, the free time in our calendar is almost always used again. This way, we don't lose valuable time and clients can sometimes make an appointment unexpectedly quickly."
By applying these strategies, you can reduce No shows and optimize your salon's utilization rate.
With Optios salon software, managing your calendar and communicating with clients becomes much easier, giving you more time to focus on providing excellent service to your clients.
Ready to discover it for yourself? Create a free trial account. It is non-binding and ends automatically after 14 days ✔️
Do you have questions about the Optios salon software? Would you like to know what features the software includes and what the prices are? There are different packages, so you can choose the one that suits your needs.
A colleague will be happy to show you during a free demo (digital or on-site at your salon!)