We know that managing an aesthetic center is a titanic task. That’s why at Skeyndor we always try to advance the work you do, to the next level, whether that is, offering innovation in formulations and products or even, through the professional area of the web. Supporting you with business management and marketing recommendations that may be of your interest. Today we want to treat one of the main headaches of your day to day: last-minute cancellations. How to help avoid, the common ‘no show’. There is no magic formula to avoid it, but there are techniques that will help to deal with it and reduce the economic impact they entail.
1) Give your client a card to write down appointments. There’s a reason why dentists and hairdressers do this. You are giving a physical reminder, which be available to them if the store it correctly until their next visit. It will also help any potential confusion for any mis-communication, as they have it written down.
2) Create a cancellation policy and print it on the card. Penalizing clients for not showing up is not the best option unless the last-minute resignations are a real problem in your centre. Value it, think of a fair compensation formula and leave it clearly written on the appointment card you give to your clients. So there will be no surprises if it turns out that you decide not to return part of the payment and signal for not having presented without warning 24 hours before, for example.
3) Send a confirmation. Regardless of the card, if you have your client’s email, send an email as a reminder. You can even do it in Google Calendar appointment format or by Whastapp, to receive an alert on your smartphone on the agreed day. Take advantage of this written communication to reiterate your cancellation policy at the end of the message. Who Forewarned is forearmed…
4) Make a reminder call. If you have a way to contact your client directly, do it: a call, an sms or a whatsapp reminder a day or two before the appointment to confirm, will no hurt and it may even them the opportunity to reschedule the visit if it turns out that there has been something unforeseen.
5) Create incentives. Taking advantage of the grid of your previous appointment card, create a program of points or compensation so that, after going to 5 or 10 appointments (or the number that you establish appropriate) give your a client a prize such as a free cream or special discount. This may help someone with a chronic history of cancellations and / or rescheduling.
6) Send a message to reschedule. When a client does not attend her appointment, send her a “we regret that you missed your appointment” or “we missed you today in our center” send a note while giving them the opportunity to reschedule their visit by email. Sometimes, this more impersonal format is more effective than by phone because they do not give any explanation and avoids any uncomfortable conversations.
7) Find out why they have not shown up. Anyway, it would be convenient to call it also, especially if it has not stung with the reprogramming message. Try to find out why they did not go to your center: was there a last minute unforeseen event or was it just laziness or lack of commitment? This information will help you to better know the clientele of your center and also to make a decision about your cancellation policy.
8) Keep a record of cancellations. Write down on the cards of your clients the times they have canceled you. This way you will be prepared for following occasions: do you usually warn and reschedule or simply do not appear? Maybe some of you need to be more over them to finish closing the appointment and appreciate that personalized attention. And you will appreciate knowing if you are dealing with a client with a history of lack of commitment.
9) Share this information with your team. If you do not always manage the agenda, all your employees must know this record of cancellations so they know the extent the commitment of a client. This way they can assess the amount of steps to take to ensure they come. If you leave it annotated in the agenda, you will know that you must insist more calls and confirmation emails to have reduce your cancellation rate.
10) Request a partial payment or sign them up for a course of treatments. Establishing a small fee to reserve time may help reduce cancelations. If your client has already give you part of the cost, it will make it less likely that they will miss the appointment, at least without warning.
Do you use any of these methods in your business? Do you have another other tricks up your sleeve to avoid last-minute cancellations? Tell us how you manage ‘no shows’ at your beauty center so we can all learn and grow together!