Issue link: http://cp.revolio.com/i/15024
Cancellations and No-Shows By Felicia Brown I n any appointment-based business, time is money. Believe me, I know firsthand just how frustrating no-shows and last-minute cancellations can be. Missed appointments can leave quite a dent in your schedule, not to mention your wallet. Keep a step ahead of the game by teaching your clients just how valuable your time is. When setting up your practice, you will need to establish some basic policies and procedures, one of them being a cancellation policy (see “Establishing Business Policies,” page 71). SETTING POLICY Be sure each new client knows your policy before the first appointment. This means making sure you can be reached in case a problem comes up. If you don’t have a receptionist or message service, there are plenty of technological alternatives, including texting, voice mail, call forwarding, and email. In my office, we require 24 hours notice for cancellations and reserve the right to charge clients for missed appointments. I have this policy posted in the office where it is easily seen and send clients a policy reminder every year. If a client misses an appointment, I verbally remind them of this policy and inform them they may be charged the next time it happens, in a nice but firm way. Generally, the clients who are aware of your policy will be understanding about paying for the missed session and will make an effort to be at their scheduled appointments. OFFER SOME LEEWAY I generally allow a client only one no-show or last minute cancellation per year, barring extreme circumstances such as illness or family emergencies. I’m a little more lenient with longtime regulars and others who have been good referral sources or who have been a pleasure with which to deal. The willingness to be flexible and understanding is often worth more than the cancellation fee. IMPORTANCE OF TIMING Start and end your appointments on time. Many estheticians, especially those starting out and trying to build a practice, will work overtime with clients without charging more for the additional time spent. I suppose the ethetician’s thought process here is something like, “I don’t have any other clients today,” or “She really needed more treatment than I could do in an hour.” While it may seem harmless, in the long run you are conditioning your clients to expect a certain behavior from you. What happens when you are finally too busy to work overtime every session? It is possible clients will somehow feel slighted or perceive they are no longer getting the same value for their money as they once did. If you do run over on time, be sure to clear it with the client first. Don’t charge for additional time unless the client requested it. 120 successful business handbook www.ascpskincare.com