How To Handle Customer Cancellations in the Salon

Sean Larusso, successful owner of three salons, Madison Avenue Salon and Day Spa in the Phoenix area presents us with an alternate, more compassionate approach to the challenge of customer cancellations and no-shows.
Sean says "We spend a tremendous amount of money getting the customer into the salon -- the trick to the entire scenario is to hold on to the customer -- we have to do everything in our power to hold on to them and treat them kindly".
Watch and listen to Madison Avenue Salon and Spa's approach -- a relaxed option to reach out to the client in place of what could otherwise be an uncomfortable situation...
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[@Laurajanehahn]

unfortunately some clients are not worth your time and effort. i had a client who would continually do this and when she called to change times again i informed her nicely that i was unable to do so and just like you said its best if she was to call on the day that is good. well she was very unhappy and phoned back after i ended the call to call me some nasty names. jokes on her because shes no longer welcome. some people cost you time and money and they are people you do not want in your business

[@TubeBoober]

Clients are wonderful and kind communication is powerful, but I require clients like that to pay for their service (in FULL) in advance, as a NON-REFUNDABLE deposit, so if they cancel less than 48-24 hrs in advance or just decide not to show up, that time is paid for. Often times, after clients keep paying for services they haven't received, they adjust their lives properly and eventually knock it off. Respect is a 2-way street and I prefer to cater to and pamper clients who respect me, my time and my business.

[@amandaboyd3667]

I disagree with this owner's mentality. The cost of stylist turnover and stylist recruitment cost much more than the cost of client advertisement. Think as your stylists and respect their time as your own. Continuing to accommodate tardiness and absences does nothing but allow to happen again. Instead praise your client VIPs and offer incentives to refer like minded clients to fill appointment times that may have been pre-booked but offer not income when cancelled. As a salon the enforces a 24 hour cancellation policy and a fee to rebook after a violation I can say that: the clients that return are ideal, the stylists appreciate their time being respected and stay.