By Kathy Hosler
October 30, 2018
Is there anything more frustrating than to have your carefully organized routine screwed up by clients who don’t show or who cancel at the last minute?
It occurs to almost every groomer, as well as for some, it’s an daily occurrence.
“I’m having a big problem with this right now. I had three people not show up today,” states groomer, Sandy Hartness. “And I don’t understand what to do. I can’t fee a charge since I am found in a bad area, as well as this area is flooded with groomers. The clients will just go elsewhere.”
No shows as well as last minute cancellations expense groomers time, money as well as great deals of aggravation. Is there any type of method for Sandy as well as other groomers to get rid of this problem? most likely not entirely, however there are some things you can do to lessen them as well as the effect they have on you, as well as your business.
The very first step is to choose what your polices are going to be for no shows as well as last minute cancellations. publish them in a prominent location in your salon or van, as well as put it on your website. explain your policy to people when they make an appointment. When you make reminder calls, texts as well as emails, likewise include your cancellation/missed visit policy.
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If you are doing these things, as well as you are still getting no shows, it may be time to penalize the offenders—other experts do. Doctors, dentists as well as hairdressers all fee for missed appointments.
There’s not a single response for everyone. new groomers trying to develop a business frequently experience no shows, however many are reluctant to fee for them. They don’t want to alienate clients as well as have them poor mouth their business. That’s understandable, however you likewise don’t want them walking around you as well as just showing up for their visit if they feel like it.
We all understand that some pet owners will phone call around as well as book visits with a number of groomers. then they will keep the one that suites them best, as well as never have the courtesy to cancel the others.
Established groomers like Justine Cosley have discovered a method to greatly cut down on no shows. “All new clients must book on the internet their very first time.” states Justine. “If a routine client misses one appointment, they likewise must book on the internet going forward. When they book online, they agree to a 50% cancellation charge of the base cost of the groom. Also, our program sends a reminder to text, email or both. since the client books online, they go into their own get in touch with info as well as they cannot blame us for not getting reminders.”
Mary Arnold has likewise discovered a method to lessen no shows. “If an owner misses their appointment, I always ask the reason…sometimes it is serious as well as I don’t penalize,” states Mary. “If not, they prepay $50 on a credit history card if they want to rebook. I deduct that from the expense of the groom.”
Missed visits have been an continuous issue for Nancy Gross. “In June, I lastly published that, unless it’s an emergency, there is a $25 no call/no show fee,” states Nancy. “That being said, I will provide them one “freebie” as well as then they get charged.”
Mobile groomers are not exempt either. “I clearly specify in my signed terms of service that a cancellation charge in full is due without 24 hours’ notice,” states Mary Oquendo. “I usually provide one pass. I always waive it for true emergencies. I discover one of two things occur when I enforce it. They never do it again—or—they don’t utilize my services again. Either situation I am fine with.”
Clients who no call/no show can be more difficulty than they are worth. They squander your time as well as prevent somebody else from getting the visit you provided to them. If you have groomers working for you as well as their visits don’t show, you lose money as well as so do they.
Always document when somebody doesn’t show up for their appointment. then if they phone call in the future as well as want to routine an appointment, you can decline them—or have them prepay.
“After putting on my visit cards that there is a $35 charge for missed visits or cancellations not made at least 48 hours in advance, it is seldom a problem,” states Barb Hoover. “Once I sent a letter to a client that said, because of a missed appointment, I would requirement their future visits prepaid, one week in advance…with no refunds if they do not show or cancel. She did not ever come back, which truly was the goal of the letter anyway.”
No shows are a genuine issue throughout the grooming industry. However, the genuine goal is to get the client to show up, not to penalize them for a no show. So, exactly how do you do that? Rebook as well as remind.
Start with the clients you already have. Ask every client to book their pet’s next visit when they pick them up after their groom. You may stanull