No Shows - How do you deal with them?
It's a rare thing, but every once in a while one of my massage clients will no-show me. Honestly, I almost always get a feeling about it a day or so before it happens. And if I take a moment to call the person in question to confirm their session, they often tell me the appointment had slipped their mind or they had misplaced their appointment care.
But what do you do when despite your calls, cards and related policies you find yourself without your scheduled client? Recently I got some great feedback on this question from a few of my Facebook friends so I thought I would share their comments here. I am keeping them somewhat anonymous since I haven't told these folks I was posting their comments. But if you see yourself, feel free to comment and claim your words
Enjoy!
If it's a new client, I suggest reviewing your cancelation policy (hopefully you have one!) and telling them that you can give them a break this time, but next time you will have to charge them. If it's a regular & they are familiar with the policy, I'd definitely charge them. If you might not have been clear, review it when rescheduling & tell them that you are getting so busy that you will have to charge them next time they are a no show. Time is money in this business & your time is valuable! L.B.
1st time clients are very bad for this - I had a last minute (3 hour notice) cancelation today. met them at a health fair and they scheduled on the spot. Made reminder call yesterday and they sounded "less than enthused" so I kinda expected it. I have a 24 hour cancelation policy, but I am flexible (to an extent) with regular clientele. I always send a bill to 1st time "no show" clients. They never pay, but at least they know to never call me again. R.A.
But what do you do when despite your calls, cards and related policies you find yourself without your scheduled client? Recently I got some great feedback on this question from a few of my Facebook friends so I thought I would share their comments here. I am keeping them somewhat anonymous since I haven't told these folks I was posting their comments. But if you see yourself, feel free to comment and claim your words
Enjoy!If it's a new client, I suggest reviewing your cancelation policy (hopefully you have one!) and telling them that you can give them a break this time, but next time you will have to charge them. If it's a regular & they are familiar with the policy, I'd definitely charge them. If you might not have been clear, review it when rescheduling & tell them that you are getting so busy that you will have to charge them next time they are a no show. Time is money in this business & your time is valuable! L.B.
1st time clients are very bad for this - I had a last minute (3 hour notice) cancelation today. met them at a health fair and they scheduled on the spot. Made reminder call yesterday and they sounded "less than enthused" so I kinda expected it. I have a 24 hour cancelation policy, but I am flexible (to an extent) with regular clientele. I always send a bill to 1st time "no show" clients. They never pay, but at least they know to never call me again. R.A.
Can't remember my last private no-show. I am pretty flexible and don't get bent, unless...I'm ringing the doorbell of an empty house. My clients get a courtesy reminder the day before (text, phone, email). And I make it a point to remind them of their next appointment each time I interact with them before the appointment, so the expectation is raised - I think no-shows are less likely when they are aware of and respect your time as well.
My policy (including taking referrals) is minimum 24-hour notice to make appointment, to avoid flaky clients - it keeps me sane, and I feel like I get more dedicated, long-term clients...ones who will always plan ahead (good for making a living and plans!) D.O.
My policy is when they cancel with less than 24 hours notice, they have no penalty if they rebook and come to the next appointment within a week. If they are a no show, then they owe for the appointment. Many of my clients pre-pay for a package, so it's easy to deduct if they don't make the appointment. R.R.
If you have other suggestions you'd like to share here on the blog, please send them on!
Are you on Facebook? Please check out or "like" my Smart Spa Marketing page. By doing so you'll get access to free marketing and business tips every day and other affordable ideas and resources for your spa, salon, massage or wellness business.
My policy (including taking referrals) is minimum 24-hour notice to make appointment, to avoid flaky clients - it keeps me sane, and I feel like I get more dedicated, long-term clients...ones who will always plan ahead (good for making a living and plans!) D.O.
My policy is when they cancel with less than 24 hours notice, they have no penalty if they rebook and come to the next appointment within a week. If they are a no show, then they owe for the appointment. Many of my clients pre-pay for a package, so it's easy to deduct if they don't make the appointment. R.R.
If you have other suggestions you'd like to share here on the blog, please send them on!
Are you on Facebook? Please check out or "like" my Smart Spa Marketing page. By doing so you'll get access to free marketing and business tips every day and other affordable ideas and resources for your spa, salon, massage or wellness business.
Posted by Felicia Brown LMBT at 5/18/2010 3:19 PM 
Categories: Client Care and Customer Service
Tags: boundaries client care appointments communication rebooking
Categories: Client Care and Customer Service
Tags: boundaries client care appointments communication rebooking
I really like that last one!
"My policy is when they cancel with less than 24 hours notice, they have no penalty if they rebook and come to the next appointment within a week. If they are a no show, then they owe for the appointment. Many of my clients pre-pay for a package, so it's easy to deduct if they don't make the appointment. R.R."
I may have to work that in to my policy.
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We tend to go case-by-case. If it's a great client with a great excuse, we're pretty lenient.
For repeat offenders, we generally don't call them back. It's hard at first to walk away from clients, but you realize pretty quickly that you're better off.
In the end, we rarely charge for missed appointments. What we have been doing more of, though, is educating new clients that because we're busy, if they don't show, they take a time slot away from someone that we could truly help. The more we can teach our clients how important the appointment is, the lower the no-show rate seems to get.
And as RR mentioned above, pre-paying works wonders!
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I do the same thing, Dan. At this stage in my practice, I have very few no shows as my clients understand that both of our time is valuable. I encourage spa/salon/massage practitioners and other service businesses to find what works best for them and their clientele.
Felicia
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