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Schedule a tour nowFirst You Take A Deep Breath: How To Handle Last Minute Cancellations
Posted on: May 27, 2015
If you ask a massage therapist or an esthetician for their tips on scheduling clients, they'd probably have a whole novel worth of advice and information to give you. However, when it comes to dealing with those last minute cancellations, they might be a bit more mum on the subject. Cancellations happen. They are an annoying aspect of the beauty industry that no one likes to talk about, mostly because the subject is such a total downer. However, there are ways of handling last minute cancellations that can keep your business in a positive place. Here are some tips on how to handle last minute cancellations.
Always Be Polite
Always be polite to your client or guest, even if they are calling to cancel at literally the last minute. Remember, not every client is lying to you about why they can't make it. Oftentimes, clients actually do have legitimate reasons for not making their appointment.
Be Selective In Enforcing Penalties
Many spas and parlors have 24-hour cancellation penalties. However, it's not always in your best interest to enforce it. This penalty should only be reserved for clients who habitually cancel in the eleventh hour and have cost you lots of lost profits. For regular clients with a legit emergency, it's in your best interest to waive the penalty or fee.
Always Reschedule Immediately
Don't be afraid of being "pushy." When you get a last minute cancellation, try to end the call with an attempt to reschedule. If a loyal client is cancelling for legitimate reasons, they will most likely be very open to the idea. No two cancellations are alike. While some clients really do have a habit of cancelling often and always at the last minute, most clients who cancel are doing so for reasons out of their control. Be polite, courteous and always focused on getting them in for a new appointment time.
