The no-show client. It’s an inevitable (and frustrating) situation that all hairstylists will encounter during their career. How you handle a no-show situation says a lot about your business and sets the stage for similar incidents in the future. We asked our Instagram followers for their advice and policies for getting ghosted by a client.
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The no-show client. It’s an inevitable (and frustrating) situation that all hairstylists will encounter during their career. How you handle a no-show situation says a lot about your business and sets the stage for similar incidents in the future. We asked our Instagram followers for their advice and policies for getting ghosted by a client.
@jeanettethebarber:
If it’s a client’s first time coming to see me and they no-call-no-show, the card on file is charged and they will not be rebooked for future appointments. If this is a regular client with an amazing record (no previous no-shows), the card is still charged, but I’ll allow them to book again.
@katscott_styles:
Respectfully charge that card on file.
@foxy87roxy:
I text them, ask if they are running late, and remind them of my policy and that they will have to pay double next time.
@hairbycarmenferguson:
I usually fire the client. If they want to pay 100 percent for the missed spot, then they can rebook. Of course, there are exceptions, but I am at a point in my career where I have zero tolerance for disrespect.
@theplatinumgiraffe
I have my policies and procedures clearly stated on every single email and text reminder that my clients get about their appointments. I tell my clients at their initial consultation what my policies and procedures are and make sure they understand them.
@salonskye:
We mark in the notes that they must pay a deposit for the next appointment they book.
@hannahdisconnected:
No-shows are NO-FUN. I reach out to the client once they are 15 minutes late, asking if they’ll be arriving soon and if everything is okay. Once 30 minutes has passed with no response from them, I reach out and give them my best. I also let them know they will be charged for half of the intended service if they have a current credit card on file. If they are a first-time client, I let them know that they can no longer book another appointment. I will reschedule my regular clients. If the current credit card on file is declined, I also let anyone know that if they reach out for another appointment, I will be asking to collect that no-show fee.
@babylightsandbalayage:
Break up with clients by saying, “Your schedule needs a salon/stylist with walk-in flexibility. I do not offer that type of schedule, so I cannot accommodate you. Best wishes!”
@kissysbombshellbeauties:
My app takes their card information. I charge full price for a no-show, and they are added to my no-booking list. Unless there is an emergency, there is no excuse for a no-show.
@hollypartondoeshair:
I have a strict no-show policy. The client is charged 100 percent for no-showing and 50 percent for same-day cancellation. If there is a special circumstance like an emergency, I might waive the same-day cancellation fee; but never for no-showing!
@tristancolemassey:
We keep clients’ credit cards on file and charge 50 percent if they do not give 24 hours’ notice and/or do not show up. Insurance for the hair artist!
@blowdry_cafe:
Implementing a 24-hour cancellation/no-show policy was the best business decision I have made. I employ stylists at a blowout salon/makeup bar so when we can charge the card for no-shows the stylist receives 20 percent gratuity.
@haleypirkle:
We require a $50 deposit for all new color guests and if they no-show the deposit is nonrefundable. For existing guests who no-show, we require a deposit for any future appointments they book.
@libbymillerhair:
My policy is any no-show or cancellation within 24 hours of the appointment time will result in a 20 percent charge of the appointment that was booked; 50 percent for color corrections, extensions or vivid colors, since those are typically a much longer service time.
@1baadmuthercutter:
I require a nonrefundable full payment upfront. If clients do not show up, I still get paid.
@hairbyannamikhailovna:
If they no-show one time and want to rebook, I make them prepay for their next appointment—at least that will ensure that they will call to cancel if they cannot make it because no one ever no-shows after prepaying for an appointment.
*Posts edited for length and clarity.
Beauty Launchpad educators Cherry Petenbrink, John Nguyen, Jess Rowland and Hana Norris share how they deal with no-show clients.
Beauty Launchpad (BLP): It can be hard not to let emotions take over when a client no-shows an appointment. What advice do you have for stylists feeling frustrated or even hurt by the no-show?
Cherry Petenbrink (CP): No-shows can be tough; it’s hard not to feel disrespected, undervalued or taken advantage of. Emergencies or unexpected challenges can arise in a client’s day—don’t jump to conclusions or take no-shows personally. I usually give the benefit of the doubt to my client once, maybe twice, but any more than that is habitual. Some individuals don’t even think of no-showing as a big deal—hard to imagine, but true.
Jess Rowland (JR): It’s hard to not feel salty toward your client who is a no-show, but stay in a good headspace, give them a gentle warning, and create boundaries and rules if this happens again.
BLP: What is your go-to procedure for dealing with no-shows?
John Nguyen: I advise all my assistants and new coworkers to have a strict no-show policy. Personally, I only allow all clients a 15-minute window. All my no-shows will lose all their pre-deposit money. Any new referrals will not be allowed to reschedule after a no-show. I do allow my regular clients one no-show.
JR: My go-to procedure for dealing with no-shows is to take note. How many times has this happened with the specific client? Recognize their vibe: Are they dismissive and unapologetic? Are they genuinely sorry? Handle the situation accordingly. Events happen in life that are uncontrollable. Decide if rules and boundaries need to be placed, or be sympathetic and take the hit.
CP: If not showing up means the client did not provide a courtesy call or text, present them with an assurance policy. A deposit or a full prepay will be required for future appointments.
BLP: Do you have a limit for the number of no-shows before you stop working with this client entirely?
JR: Three strikes, they’re out. The first no-show is a warning. The second is when rules and boundaries are discussed. The third will result in not booking future appointments.
CP: Two times. Third strike, they’re out. Unless a legitimate reason is presented, there really isn’t any excuse for not respectfully calling or texting, even if it is after the appointment time has passed.
If you are feeling frustrated or hurt by no-shows, start by reevaluating your practice. Hana Norris suggests these six practices.
- Are you keeping guests’ waiting time to a minimum? Clients are busy; perpetually running behind can leave them frustrated. If you don’t value their time, it may lead them to create rude habits and inconsistencies in return.
- Be sure to show thanks and appreciation for those who show up on time. Always stress the importance of keeping on schedule.
- Have a clear cancellation policy in place. Make the policy visible in your work area as well as the appointment counter.
- Attach your cancellation policy to every version of the appointment reminders; this visibly reinforces your expectations for each appointment.
- We all communicate differently; use several methods of reminders, including text messages, emails, etc.
- Be firm and consistent on your policies and expectations, but remember each situation is unique. Being empathetic can go a long way in building client-stylist relationships.
