“I’m sorry, I know it’s very close to my date, but something came up and I won’t be able to come.”
There isn’t a lash technician in the world who hasn’t heard this or a variation of it at least once in their career. At least they had the courtesy to let you know rather than not showing up at all. However, it hasn’t left you enough time to book someone else into that slot, which especially for a business just starting out could be disastrous.
With a cancellation policy in place, you can stop worrying about missed appointments and all the problems they cause in their wake (“I’m counting on this client to be able to pay the bills this month!”). If you haven’t created one yet, here’s a quick guide on how to do it.
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Be clear and firm with your policy
First things first, you need to sit down and decide what your cancellation policy will be (this article will help give you an idea). And don’t be shy or embarrassed to point it out or stand your ground when it comes to enforcing it.
Lashing is how you make a living, and if someone doesn’t respect your time and skills enough to pay a deposit, then they’re not worth having as a client. After all, a complainer will always find something else to complain about, especially if you bend to them once!
Here’s an example of a well-written cancellation policy:
Cancellation Policy:
Here at _________ Lash Salon, we understand that unforeseen events happen and you may need to cancel an appointment. We ask that you give us 48 hours notice so we can adjust our schedule to accommodate other customers and notify our service provider. If we are unable to fill the time slot, we reserve the right to charge a cancellation fee (deposit) to the credit card on file totaling 50% of the session.
No display policy:
We reserve the right to charge a no-show fee to the credit card on file equal to 100% of the service to those who do not show up for an appointment. After 2 no shows, you will not be able to book an appointment unless full payment is made at the time of booking. Absolutely no refunds.
Late policy:
If you are late for an appointment, we ask that you call us to let us know, otherwise we will assume you are a no-show and may release the appointment. If you are less than 15 minutes late, we will try to get your lashes as full as possible in the time allotted. You will still be charged the full price. If you are more than 15 minutes late, we will do our best to accommodate you, but we reserve the right to implement a no-show policy. Please note that we will always do our best to accommodate your session.
Make it visible
When you’re done setting up the policy, write it in clear and understandable language and make sure you have it posted anywhere your customers see it: your salon, your website, your social media profile. Also, if a customer makes an appointment by phone or text, be sure to clearly explain the policy before confirming the appointment.
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Deposits, deposits, deposits
How much should the deposit be?
Lash treatments and extensions aren’t cheap, and your time shouldn’t be cheap. To protect themselves from losing money from cancellations, many salons (and not just in the lash industry) require a deposit. We strongly encourage you to request one as well. It can be whatever you want, but 30-50% of what you would charge for an appointment is typical.
The purpose of a deposit is to help you cover the costs of running a salon even if your client doesn’t show up. So setting it to a lower amount won’t help much on that front. With a larger deposit, not only can you have more cash on hand to pay a bill or two, but you’ll also get paid for the time you spent at work during that canceled appointment. After all, you may not be working with lashes, but there are still other things you can do, like cleaning and sorting your lash supplies.
Read more: Bookkeeping and accounting tips for your lash salon
A deposit will also ensure that the person will actually come because they have already given you some of the money and an understanding customer will have no problem paying that amount up front.
Cancellations in lieu of deposit
Another option you could have next is to set a cancellation fee at a smaller percentage than the deposit. Customers can choose it for appointments that do not require deposits or in emergency situations. However, please note that if you do not have an online booking system set up, cancellation fees can be much more difficult to collect.
Refunds or not?
Things can happen in people’s lives that are out of their control, so if you think there are certain situations where a refund would be okay, consider each case on a case-by-case basis.
Is he a loyal customer of yours?
For example, one of your loyal customers who visits you regularly and is always on time ends up canceling an appointment just hours before. Turns out they’ve got something else coming up that they can’t miss, possibly a personal emergency. You know this is very unusual for them and they are always punctual, so in this case you can develop the relationship further and issue a refund.
Is it always late?
On the other hand, another client who was late for his previous appointment and is now a no-show calls and requests a refund of his deposit. You are under no obligation to give it to them. Be firm and let them know the cancellation policy again. It’s clear they don’t value your time, so even if they threaten to never come back again, it’s their loss.
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We hope these tips help you create a solid cancellation policy that will keep both you and your customers happy. Most clients will be happy to go along with it, so don’t be afraid to stick to your guns when you enforce it.
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