6 tips to reduce customer no-shows in spas

What could be more unpleasant than getting ready for your first appointment of the day and learning that your client won't show up? This is a very common situation that is incredibly frustrating for many employees in the spa industry. In fact, 27% of cancellations occur on the day of the appointment, and many clients don’t even bother to call or send a message to inform of their absence. It is therefore essential to find effective solutions to reduce this problem as much as possible, which causes significant loss of revenue and, above all, stress for you and your team members.

Notify your customers in a transparent manner

Here are a few effective steps you can take to inform your customers of your new cancellation policy:

1. Make sure the message is clearly visible to all your guests at the reception.

2. On your business card, since you are limited by the space available, keep the message short but effective.

3. When scheduling an appointment over the phone, make sure to share your cancellation policy with each customer before each appointment is confirmed.?

4. Add a checkbox with a message about your cancellation policy on your online booking page. This will allow you to validate that the client has read the message.?

Get the customer to be as engaged as you are

An effective solution is to ask for the customer's credit card number when they book a service. Therefore, if the client is absent or cancels the appointment after the allowed date, they will be penalized with a fee. While this penalty may scare some clients, it ensures that you receive compensation for each appointment cancellation.?

Remind your clients of their appointments

It's important to remember that the main reason for no-shows is often just forgetfulness. So, to reduce customer absences, consider setting up a reminder system.?Appointment reminders sent by text message are very effective at reducing the number of last-minute cancellations. Not only are they helpful for your customers, but they demonstrate the professionalism of your establishment.

Get appointment scheduling software?

?Appointment scheduling software allows clients to choose their services, receive a confirmation e-mail and a reminder the day before their appointment, along with many other advantages:

• Immediate appointment booking: By booking through an online calendar, the appointment is confirmed as soon as it is made, even outside of the spa's opening hours. The service is available 24/7.
• Increases visits to your website: Clients who use your online scheduling platform usually take the opportunity to look at the content of your site and study the services you offer in greater detail.
• Facilitates your work: Booking details are set and confirmation and reminder of appointments are handled automatically.

Call or send a message?

It is essential to quickly get in touch with customers who have been absent to understand the cause in a friendly way, and especially to encourage them to rebook an appointment. Many customers are often embarrassed to contact the establishment again and taking the first step could increase customer retention.

?Encourage good customer behaviour

Cancellation policies are important, but what about reward policies? A point system allows customers to accumulate points each time they show up for their appointment on time. When a certain number of points is reached, a reward is given in the form of a discount or by adding a complimentary service. For example, you can offer an eye treatment to enhance a facial. This is an incentive that allows you to reward your best clients and encourage less punctual ones to join the program.

A detail for some, a priority for others

Cancellations are a major loss of revenue for spas and are detrimental to your facility and employee morale. Solving this problem while strengthening your relationship with your most loyal customers is possible and requires only a few simple changes. Improving your booking and cancellation policies with these suggestions will demonstrate your professionalism, increase profitability for your business and ultimately enhance customer loyalty.