We seem to have entered a far more aggressive ‘cancel culture’! Restaurants and pubs are reporting a horrific number of ‘no shows’ where it can cost them around £60 in the food prep and staff availability. It seems some are booking several tables and then decide what they ‘fancy’ at the time! Do they not realise that it costs the owners real money? Obviously not (or maybe they just don’t care)
Salons are reporting the same sort of level. For an industry that is ‘on its knees’ this situation is not survivable nor acceptable!
Entonces, ¿qué puedes hacer?
Everywhere I read there seems to be some difference of opinion on what is refundable and what isn’t i.e deposit vs booking fee. This is the best place to refer to: https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services
Para explicarlo: todos los salones, móviles o a domicilio, deberían tener un acuerdo. Parece más fácil si se utiliza una aplicación de reservas. Pero no necesariamente. Solo se necesitan directrices claras para que cada cliente entienda lo que está firmando.
By asking your clients to pay a ‘booking fee’ with clear cancellation policies you are safeguarding your working day.
En resumen:
- el acuerdo debe ser justo
- debe quedar claro
- you cannot charge more than is a reasonable financial loss for a ‘no show’ e.g charging 50% of the cost is probably not reasonable. But maybe 25% is especially if you can use social media to fill the gap.
- debe ser canjeable por la tasa final, por ejemplo, reducir la tasa final por el depósito, puesto que ya se ha pagado
- dejar claro el periodo de tiempo que se espera, por ejemplo 24 o 48 horas de cancelación o incluso menos si el cliente ha desarrollado síntomas de C19.
- use your discretion! If a client develops symptoms on the day of the appointment you cannot question that! Maybe suggest that the ‘booking fee’ can be used for a new appointment at a later date. Make that clear.
This industry really does need to approach their businesses in a more professional way. The more professional you are, the more your clients will respect you. If you treat it as a hobby for ‘mates’ that is exactly how you will be treated.
Clients are far more likely to attend an appointment if they have paid something!! Do not let this ‘cancel culture’ ruin your business. just approach it in a business and commercial way and you will win in the end.
