Today, we got a cancellation for a course which leaves us in a sticky situation. Especially, when it happens last minute!!!
It’s tricky for any business as it’s usually a hard job to get someone to fill that slot quickly which costs you money and wastes time too.
It got us thinking that loads of you must find yourselves in similar situations so if you are fed up with no shows / cancellations then read on…
Here are out top tips to prevent no shows and minimise the consequences if it happens.
- Take deposits
– This is such an important tip, take a deposit!
– Whether it be £10 or 20% of the treatment price, having your patients money will motivate them more than anything to show up.
– You must be consistent with taking deposits and apply it to everyone who books.
– This means if they no show/cancel and you are unable to fill the place, your business is not at a total loss.
- Send reminders
– Everyone forgets things from time to time!
– We recommend a booking confirmation message, and then a week prior then finally 24hrs before (depending on how in advance they book).
– This is common way that many businesses operate from the dentist, hairdresser, restaurants and aesthetics!
– You should also include a link to your cancellation policy which takes us on to our next point.
- Have a cancellation policy
– No matter what size your business is, you must have a cancellation policy.
– You can create a cancellation policy that suits your business, they will all vary.
– An example could be that if they cancel or no show, they lose their deposit.
– Another detail could be that if they would like to reschedule the appointment it must be done at least 48hrs before the booking but you are totally within your rights to say no rescheduling at all!
- Discounts for cancellation slots
– If you are in the unfortunate situation where you are sat in clinic with no patients due to a no shows, you could take to social media and offer a discount for someone who can fill the space!
– Of course, this means no corners should be cut in terms of patient care. Forms should still be completed and a full assessment should be done but it could be a great way to avoid a complete loss.
Clinic software apps can help with all of the above to save you chasing people up, we recommend ANS or Pabau.
No-shows and cancellations will sadly happen from time to time, don’t take it personally! A tip for all of the points above, is to be consistent and don’t make many exceptions, its tough being tough but its very important!
It is at your discretion if you wish to be lenient with someone but remember every booking that is made incurs costs such as rent, stock, time and your ultimately money & profit!
Finally remember to tell all staff of your no show/cancellation policy so you are all singing from the same hymnbook!
If you would like any more advice on running your aesthetic business don’t hesitate to get in touch! You can call us on 0141 638 4098 or email us: caroly@inspiredcosmetictraining.com.
