The impact of no-shows
No-shows cost the average salon hundreds to thousands of euros per month in lost revenue. Every missed appointment is not only lost revenue, but also wasted time that could have been spent on other clients.
5 strategies to prevent no-shows
With these five strategies you drastically reduce no-shows:
- Send automatic reminders 24 and 2 hours before the appointment
- Establish a clear cancellation policy and actively communicate it
- Offer online bookings so clients can easily reschedule themselves
- Maintain a waiting list to immediately fill empty slots
- Consider a no-show fee for repeated missed appointments
Filling empty slots with a waiting list
A waiting list is a list of clients who would like an appointment but have no suitable time yet. When a slot frees up through a cancellation, a reschedule or a no-show, you contact the next client on the list. That way a gap in your calendar does not automatically mean lost revenue, and clients feel appreciated when you think of them.
A waiting list only works if you keep it up to date. A note behind the counter that nobody reads will not help you.
- Write down not only the name, but also the desired treatment, preferred days and staff member
- Put clients who can come soonest or are most flexible at the top
- Get in touch quickly when a slot frees up: a free time is gone fast
- Track how long clients have been waiting and ask after a few weeks whether they are still interested
- Remove clients who are no longer interested
Automation with salon software
Manually sending reminders is unfeasible in a busy salon. MyWest automatically sends clients with an email address a confirmation and, the day before, a reminder by email. The email contains a link to the appointment, where the client can cancel up to 24 hours in advance.
MyWest does not have a waiting list: there is no separate list and no automatic message goes out when a slot frees up. Your calendar shows where a gap appears, and you note waiting clients yourself, for example in your own list or in the notes of the client profile. Then you contact them yourself by phone or email.